PRIMARY OBJECTIVES:

To actively contribute to the company vision of making holiday dreams come true by managing the Indonesian Inbound Member Services Team, responsible for providing exceptional service to Club Wyndham Asia members through delivery of accommodation reservations and travel related products and services, resulting in increased growth and profit through owner referrals and upgrades.

PRINCIPAL RESPONSIBILITIES (Included but not limited to):

• To support the Director Owner Operations & Support in overseeing the operations of the Member Services department located in Indonesia, by providing a exceptional service to Club Wyndham Asia Members and business partners.
• Provide timely feedback and effectively support the call centre and training teams of all sites.
• Maintain high productivity of team members my managing key performance metrics including SL, ASA, OSAT, QA, AHT, NR and Conversion in line with the departmental objectives and Director expectations.
• Managing the day-to-day call-center operations of the inbound member servicing team – Indonesia
• Support the CWA Training & Development team with all responsibilities including, but not limited to, new hire process and onboarding, creation of training material, effective delivery and review, and ensuring accurate records of training implemented and administration.
• Taking responsibility of CWA complaints or concerns brought to the attention of the department, by clarifying and researching the cause of the escalated issue, selecting the best solution in accordance with company guidelines and relevant laws, expediting the correction and following up to ensure resolution.
• Maintaining regular communication with all related parties (including managers/representatives from other Club Wyndham depts.)  in relation to the status or progress of the issues.
• Regularly monitor a variety of Member Services calls to ascertain the quality of service being offered by Member Services Consultants to CWA members; to ensure consultants are complying with all department objectives, policies and procedures.
• Developing individual and team targets in accordance with departmental objectives and providing training and motivation to assist teams to achieve required outcomes Develop, implement and deliver member engagement programs
• Provide feedback to Director in relation to consultants service ability, and make recommendations for coaching and training requirements.
• Coach individuals to make immediate changes to their customer service approach as you see necessary
• Monitoring the performance of service standards and implementing appropriate actions to overcome deficiencies.
• Promote customers’ use of the on-line reservation and member services system.
• Pro-actively interacting with all country relevant stakeholders in the development of new initiatives and process improvements.
• Responsible for coordinatiing recruitment, training and performance management of Supervisor, Team Leaders and their teams.
• Ensuring the team maintains accurate records of customer contact and administration.
• Lead by example by taking customer calls to assist with call queues and support the teams.
• Understand and instill branded service standards, company system and processes, then adapt and localize owner service to maintain member satisfaction at a high level
• Efficiently respond to inbound online messaging Member servicing platforms
• Manage and complete New Member onboarding program
• Adhere to all company policies
• Display outstanding service to all internal and external parties following the HEART philosophy of the business
• Any other duties as required and/or directed by your Direct Report
• Ensure that all reasonable directions given with regards to health and safety are followed, to not wilfully place at risk the health and safety of yourself or any person in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety
• Display innovation through inspiring, creating and improving processes and products 
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise 

KEY POSITION CRITERIA:

• Proven experience in leading teams in a call centre environment, responsible for the delivery of complex customer service solutions (including recruiting, training and performance management).
• Displays strong leadership skills with demonstrated ability to engage team members, drive results, and successfully implement significant changes to culture and responsibilities.
• Demonstrates experience in the hospitality or travel industry with working knowledge of one or more major reservation system.
• Displays a positive, professional manner with the ability to represent the department at internal meetings and dealing with key relationships from all levels within the organisation.
• Good computer skills including previous experience using MS Word, Excel, Outlook
• Strong communication and influencing skills, English is essential
• A positive, professional manner with the ability to represent the department at internal meetings, dealing with key relationships from all levels within the organization
• Ability to efficiently multi-task which includes excellent organizational and time management skills
• Confident, flexible with the ability to work in a fast paced and changing environment
• Flexibility in working schedule – ability to work weekends, public holidays, evenings as required