Director of Regional Field Operations & Quality Assurance

The Regional Director of Field Ops & QA is responsible for the regional leadership and oversight of Sales and Marketing Administrative & Operational functions, including Quality Assurance and Sales Gallery. The RDFO is responsible for building and maintaining strong working relationships with Sales, Marketing, HR and Recruiting partners and other leadership, including Business Operations, IT, Legal, Comp, etc… by way of excellent written and verbal communication skills. Ensuring compliance within the Sales Integrity, Marketing and Sales Policy Manuals, as well as compliance of all legal and other applicable internal policies including approved Standard Operating Procedures (SOP’s). Drives processes that result in optimal revenue generation and retention, exceptional standards of quality production and customer service including: maintaining high performance standards in Quality Assurance and Sales Gallery Certification, multifaceted Efficiencies, Rescission Rates, Sure Pay enrollment and other assigned areas. This position requires an active and engaged partnership to support key performance indicators, goals and initiatives as set forth by the company, including budgeting and profit metrics. The RDFO must effectively lead and mentor a team, foster a positive culture, possess in-depth knowledge of process and policy, associate development and performance management. The RDFO must have the capacity to lead and manage director level associates and represent the organization at a regional level with professionalism ensuring positive partnership and compliance of all locations and the company overall.

MANAGEMENT

• Lead and direct DFOQA’s, QAM’s, Sales Gallery managers and other associates as needed ministrative team members, Quality.
• Assist in handling communication with corporate counterparts and external partners.
• Must be actively engaged and partnering with Regional and Site Leaders on Key Performance Indicators (KPIs), supporting site and company initiatives to achieve maximum operating profit.
• Participate in regular onsite meetings with Regional leadership and other key management, in addition to Director level meetings, including weekly/monthly conference calls, other offsite meetings and conferences as required.
• Ensure staffing and training of leaders and team members to allow for maximum operating profits, retention and customer engagement.
• Conduct regular meetings to communicate and train on new initiatives, address challenges, general support, team recognition and individual excellence.
• Fostering positive working relationships with Resort Operations partners and vendors/contacts.
• Assist and oversee the completion of compliance training & documentation with all deadlines and tasks as required.
• Enforce and ensure compliance with all Sales & Marketing policies and procedures, including but not limited to; Sales Integrity, Navigating the Road to Success, Fair Lending Practices, Sales & Marketing Administrative Manual Policies, Welcome Center, Customer Information Security, Do Not Call (DNC), and any other applicable policies.
• Ensure compliance with all applicable federal, state and local employment laws regarding employment law postings, business licenses, and real estate license.
• Conduct and complete site level audits to validate compliance.
• Ensure effective training for administrative team members in exceptional customer service and driving high performance standards of production, driving certification for QAS and GR and contest participation, with positive motivation and culture reinforcement as team members should ensure compliance while being an extension of the sale and positively reflect the HGV culture & brand.
• Responsible for final determination and/or conducting coach and counsel, disciplinary action(s) and terminations for all direct reports. Keeping records and back-up of team members’ performance, including consistency in performance management.
• Actively developing key talent for growth and future opportunities.
• Partner with National Team in specified tasks while providing feedback for improving processes for maximum success.
  
  

ACCOUNTING

• Assist and oversee month end processes and financial reviews to ensure accuracy as necessary. Review and report financial discrepancies, including but not limited to; premiums, hotels, vendor payables, contests, accruals, and accurate GL postings are followed.
• As needed, complete or partner with Business Operations to train and assist leaders with completing and validating; Vendor payroll, including collection of negative balances, Hotel / Premium, Contest and other miscellaneous accruals, OPC/IH Deposit Collection and Reconciliation.
• Participate in and assist as needed in the completion of Budget, Forecast and Re-forecast, monthly / annually, and ensure compliance within deadlines.
  
  

PAYROLL & EMPLOYMENT DOCUMENTATION

• Responsible for recruiting, screening and interviewing for potential team members as final determination by partnering with administrative leadership’s recommendation.
• Conduct data audits and ensure data integrity for /Sales/Marketing/QAS/Admin. Ensure all discrepancies are corrected/escalated and corrective measures implemented.
• Ensuring scheduling of associates aligns with business needs.
• Timely submission of Systems Access Forms for new hires and terminated team members.
  
  

PREMIUM MANAGEMENT

• Ensure that all premiums are managed as outlined in Sales Gallery and Accounting guidelines preventing theft and data integrity concerns.
• Ensure all new premiums are approved and accounted for.
• Ensure sites are compliant and following FIFO processes and ordering limits mitigating risk.
  
  

REPORTING

• Monitor/Review reports for Sales, including but not limited to Contract Efficiencies, Rescission, and other metrics as assigned.
• Quickly identifying and escalating trends and patterns in such metrics; i.e. contract document errors, open issues, rescission rates and escalations.
• Ensure data integrity in all areas of marketing administration to provide accurate and efficient reporting.
  
  

COMPLIANCE

• Enforce and ensure compliance for all departments with HGV policies and procedures, including but not limited to: Sales Integrity, Sales and Marketing Administrative Policies, Fair Lending Practices, Customer Information Security.
• Responsible for adhering to all deadlines, including responding to escalations in a timely manner; such as: sales escalations, including the log, customer escalations and associate escalations, etc.
• Ensure compliance with Sales, Marketing and Operations Performance Management Policies.
• Actively and continually conduct audits and observations to ensure compliance.
• Assist in tracking and maintaining business licenses, real estate licenses as applicable, and all federal/state mandated postings.
• Responsible for Escrow and Sampler accounts ensuring deposits and refunds are handled per standard procedure and any applicable check books are up to date with signature cards.
  
  

Other

• Ensure coordination for new site set-up, new policies and procedures or strategic priority rollout for all locations within region.
• Travel as needed to locations and ensure visibility.
• Liaison with corporate partners to ensure 100% bookable contracts, open issues are resolved, resolutions in customer service escalations with Owner Services, CCM, Service Center, ensuring communication is timely and professional.
• Coordinate and assist with Legal/IT required document and system testing as required.
• Complete IT purchase orders as needed while ensuring budgeting cost compliance
• Other responsibilities/duties as assigned.
• Embodies the Hilton Grand Vacations values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.
  
  

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Strong leadership skills demonstrated through integrity, partnership, work ethic and alignment with HGV mission, vision & values
• Management & development of prior/current associates
• Understanding of NSM systems to allow for field support, training, proper reconciliation & issue resolution
• Understanding of Sales, Marketing & Field Operations processes
• Minimum 2 years in leadership/management capacity
  
  

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• Excellent written and verbal communication skills
• Ability to be adaptable under changing circumstances including supporting product launches, system changes, etc..
• Strong alignment with Sales, Marketing & Resort Operations