Job DescriptionWith a focus on accuracy, efficiency, workplace knowledge, and professionalism, the Contract Services Manager must be capable of performing all Contracts required functions within the department either in-person or via the Contract Services phone system generating and processes vacation ownership agreements and related documents. The Contracts Services Manager is responsible for creating and maintaining a cohesive organized team ensuring a positive productive working environment. The Contract Manager shall act as the liaison between any/all partnering departments (Sales, Quality Assurance, Business Operations, DDFS, Accounting, HR) to ensure effective alignment and collaboration
ResponsibilitiesThis position will be on site in Virginia Beach, VA and will remotely oversee our Tennessee Contracts Team.
The following tasks will be required of the Contract Services Manager:
- Hire, onboard and train all Contract personnel
- Advance level of knowledge regarding contract processing accuracy, polices and guidelines.
- Advanced level of knowledge on all aspects of HGV/HVC policies, procedures, guidelines, systems, process (inclusive of all Deeded, Trust and VIP)
- Ensures readiness to accept worksheet submissions and questions from internal customers by being available at the assigned work location or on the Contract Services phone system according to the published work schedule. Remains available to accept submissions/questions in-person or via call through the end of the coordinator's scheduled shift.
- Prepares, generates, and processes vacation ownership contracts and related documents accurately and in a timely manner within documented performance standards.
- Trains staff on HGV/HVC required systems. (Clarity, Voice, Chorus, Converge, Payment Link Sender, SPI)
- Responsible for coaching and counseling the team members to minimize errors and maximize accuracy.
- Completes all required training and compliance courses according to communicated deadlines.
- Monitor Virtual Hub and assist as needed
- Create/maintain departmental policies and procedures manual.
- Develop monthly, quarterly, and annual goals and action plans for team member growth
- Prepares work schedule to ensure sufficient coverage
- Responsible for KPI accuracy for team members to achieve individual and team goals
- Work independently and able to self-sufficient assist/handle issues from various departments (QA, IT, DDFS)
- Demonstrates initiative and ability to work independently with minimal direct supervision.
- Works closely and maintains a professional relationship with Quality Assurance and Sales personnel to obtain necessary documentation to complete contract files in a timely manner.
- Demonstrates ability to professionally respond to challenges, including (but not limited to) occasional imminent deadlines and temporary increases in workload.
- Exercises flexibility, composure, and patience when interacting with all coworkers, including those who may not interact with the same level of professionalism.
- Actively develops their skills and knowledge for all Contract Services operations.
- When requested, participates in, and contributes to special projects and other temporary assignments.
- Systematically monitor the suspense aging report to ensure timely follow up and processing.
- Working with legal partners to ensure documentation accuracy
- Lead team meetings and give presentations as needed
- Responsible with meeting with site leadership to ensure synergy across departments with emphasis on collaboration/communication
- Supervises daily tasks of the department/operations
- Travel required based on location and business needs.
- Responsible for disciplinary action.
- Responsible for Ensure proper set up for new team member access
- Responsible for answering questions from team and other departments
- Carries out all other reasonable requests by management.
Qualifications- Must be able to occasionally travel
- Accurate and efficient computer skills. Must be proficient in Microsoft Office.
- Must be able to work a varying schedule, including regular weekends and holidays.
- Must be reliable, have a strong attention to detail, ability to multi-task, ability to work in a fast-paced environment, and must have strong organizational skills.
- High level of professionalism and the ability to effectively manage demanding situations with the highest degree of integrity.
- Strong customer service skills.
- Proficiency in speaking, writing, and reading English.
- 1-3 years of administrative/clerical experience in a professional environment.
- Timeshare/vacation ownership experience.
- Education High school diploma/GED BA/BS/Bachelor's Degree
This position has a salary of $85,000 annually.
