Summary

Owner Onboarding Manager is responsible for leading the sales site OO Team that may consist of OO Lead and/or OO Officers. The OOM provides leadership and document presentation training, performance reviews and development for the OO Team. The OOM also partners with site leader and sales team to identify training opportunities for compliance and retention practices through direct observation, reporting and owner contact. Communicates with the OO Program Manager regarding potential escalations, process improvement, individual team member development and training opportunities. Works with OO Team and site leadership to ensure performance and compliance through the sales document process, customer service and training. Also, completes Sales Document presentations as needed to support the business.

Essential Job Functions

Responsibilities include, but are not limited to:

1. Responsibility #1

a. Hire, train and manage staff and supervisors to reflect the Travel + Leisure culture of Count on Me! service. Responsible for coaching, motivating and developing team to achieve departmental goals within approved budget (30 % time)

2. Responsibility #2

a. Monitor staff work and track performance to maximize team effectiveness, development, and productivity. Take appropriate corrective disciplinary action as necessary. Oversee performance review process and Payroll for the department (25% time)

3. Responsibility #3

a. Develops and implements operational plans of action to maximize team effectiveness, productivity, retention and compliant sales and document presentations (15 % time)

4. Responsibility #4

a. Provide post-sale customer service for sales retention and compliance. Reward to incorporate "sales experience." (10 % time)

5. Performs other duties as needed (5% time)

Travel Requirements

Less than 15% for Corporate and/or BU meetings

Minimum Requirements and Qualifications

State the specific levels of the following that are needed to perform the minimum duties of the position.

(e.g. college degree, 3-5 years public accounting experience, CPA)

a) Education

 Bachelor Degree or equivalent combination of education and directly related experience

b) Training requirements

 WVO Product Knowledge, My Learning courses, Sales Training relative to Quality Assurance

 Real estate training and or licensing where required by state

c) Knowledge and skills

 Ability to prioritize and organize tasks required to manage team

 Ability to influence

 Demonstrated success within a leadership role and managing others

 Excellent verbal and written communication and interpersonal skills

 Ability to manage concurrent assignments in an effective and efficient manner

 Strong conflict management skills.

 Expert Contract Standards Expertise preferred

 WVO product knowledge expertise preferred

d) Technical Skills

 Basic computer skills, including Microsoft Word and Excel

e) Job experience

 3 years customer service experience required

 1-2 years of leadership experience

 1+ year training experience

 1+ years sales experience preferred

 1-2 years timeshare and/or real estate experience preferred

 2+ years WVO Sales experience preferred

Unless there is a legal requirement, experience will be accepted for the education requirement.

Complexity

Describe the following:

a) Level of decision making authority

a. Partners with OO Program Manager, Site Management, OO Team and sales teams to analyze retention results, identify areas of opportunity, and formulate action plans for improvement.

b. Works within guidelines established by Program Manager and Director

b) Level of autonomy

 A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision

c) The impact of his/her decision on the organization

 Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue

d) Supervisory responsibility:

 Directly supervises assigned OO Leads and Officers.

e) Scope/Financial Responsibility

 Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location

 Directly impact the results of the sales location through best practices for retention

 Directly impact the results of the site OO Team for retention and compliance

 Driving improvements to the following business metrics:

o Rescission Rates

o Sales Compliance

o Net Sales (NOI)

Organizational Relationships

OO Manager is a direct report to OO Program Manager and Director.