Club Operations Analyst II

Travel + Leisure Co.•Florida, USA (work from home), MO

5d•Onsite

About The Position

A Operations Analyst II in Owner Services will be responsible for analyzing processes completed by Operations Specialists assessing, updating, and maintaining owner contract or account records with accuracy and/or transaction compliance and system verification of all our club brands, including all Owner transaction type with the overarching purpose of monitoring transactions for issues with Transactors (Owners and Associates) and system. Ensures security, stability, and data integrity of internal systems and Owner transaction behaviors. The Operations Analyst II will leverage various process improvement techniques and tools while collaborating with the Club Operations and Cross-functional teams. Their role involves consulting on both new and existing processes to deliver solutions that enhance operational efficiency and scalability while mitigating risks. Operations Analyst II goals are to be a subject matter expert in all available technologies and process improvement strategies to partner with various business teams across the organization ensuring the department meet or exceed customer expectations This position requires partial comprehension of program benefits and product knowledge for WBW, CWP, and/or Shell with expectations to expand individual development in all Travel & Leisure Clubs. Compliance: A Compliance Analyst II in Owner Services – Club Compliance, will be responsible for transaction compliance and system verification of all our club brands, including all Owner transaction type with the overarching purpose of monitoring transactions for issues with Transactors (Owners and Associates) and system. Ensures security, stability, and data integrity of internal systems and Owner transaction behaviors. The Compliance Analyst II will be responsible for receiving and completing intake of task requests by Owners and Internal Customers. including account audits of club Owner accounts, delivery of accurate data requests, and working with internal business partners to provide UAT testing and subject matter expert support. In addition, the Club Analyst is expected to observe Owner club utilization in alignment with club rules, working with Owner Services partners and Legal to hold Owners accountable and report system issues that create erroneous Owner benefits. Compliance Analyst II goals are to be a subject matter expert in all Club program benefits and rules, to partner with various business teams across the organization ensuring the department meet or exceed customer expectations and support Club Specialist I’s development as the departmental subject matter expert. This position requires a full comprehension of program benefits and product knowledge for WBW, CWP, and/or Shell with expectations to expand individual development in all Travel & Leisure Clubs.

Requirements

Bachelor’s degree in MIS, IS, IT or Business, or equivalent work experience
One to three years of experience in the following: Contact Center/Customer Operations
Designing automation and data connections using any of the following... Power Apps, SharePoint, SQL, SAS, Power BI, Python Excel, Tableau, Visual Basic
Communication cross-functional amongst leadership, Manager and above
Risk Management – executing with decision velocity
Proven ability to sustain performance and take on new work with little to no supervision.
Excellent business writing and oral communication skills
Ability to write owner facing documents and scripts.
Ability to create training guides and standard operation procedures.
Ability to prioritize and track multiple projects and deadlines throughout the work week.
Enjoys attention to details.
Working knowledge of Microsoft Office Suite (i.e., Office 365, Word, Excel, Access, Teams, SharePoint, PowerPoint,)
Visual Basic, Power Automate, Power Apps, Power BI, Snowflake or similar SQL DB Tools
Working knowledge of most if not all Club systems
2 years of experience working in a customer contact center or equivalent.
Minimum twelve (12) months of service in Club Compliance
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Responsibilities

Execute a variety of Club Ownership compliance and audit processes that reoccur on a rolling weekly, monthly, quarterly annual, or ad hoc basis.
Develop reports and tools in alignment with job responsibilities.
Utilize system and club knowledge to properly identify anomalies and appropriately escalate to the appropriate business group(s).
Analyze outlier Owner booking trends and benefit utilization.
Comprehend and execute strategies in alignment with Owner arrivals goals.
Occasionally reporting Owner utilization summaries to Senior leaders.
Provide internal customers with detailed correspondence of club account transactions.
Develop complete comprehension and navigation of assigned work Club systems.
Review transactions for alignment with club and/or program rules and perform subsequent agent follow-up as required.
Develop, maintain, and track performance of team processes through stakeholder partnerships, identification of obstacles, and creating solutions.
Utilize system and club knowledge to properly identify anomalies and appropriately escalate to the appropriate business group(s).
Utilize data and data management tools to create reports and automations as needed.
Adopt Process Review Life Cycle model to analyze, change, and/or eliminate assigned processes.
Ensure end to end comprehension of assigned work to include all stakeholders in communicating changes and create/modify required documentation and technical resources.
Troubleshoot, and provide solutions to process gaps as they occur in subject matter expert environments.
Communicate with business partners regarding process status or issue resolution.
Effectively prioritize multiple projects and communicate changes to leader.
Researching and implementing new technological solutions available.