Supervisor Contract Services

Hilton Grand Vacations•New York, NY

About The Position

The Contract Services Supervisor performs all functions within the Contract Services department, in person or through the Contract Services phone system. The role prepares and processes vacation ownership agreements and related documents, completes back-office duties throughout the contract lifecycle, and provides customer service to internal teams. The Supervisor also provides structure and training to Coordinators and helps maintain an organized, cohesive, and productive team. The position supports accurate and timely contract processing, compliance with company policies and procedures, file completion, and coordination with Quality Assurance and Sales. It also assists management with team coaching, scheduling, training, recruitment, and hiring. Travel may be required based on location and business needs.

Requirements

Accurate and efficient digital literacy, including proficiency in Microsoft Office.
Ability to work a varying schedule, including regular weekends and holidays.
Reliability, strong attention to detail, ability to multitask, ability to work in a fast-paced environment, and strong organizational skills.
High level of professionalism and ability to manage demanding situations with integrity.
Strong customer service skills.
Proficiency in speaking, writing, and reading English.

Responsibilities

Remain available at the assigned work location or on the Contract Services phone system to accept worksheet submissions and questions according to the published work schedule, through the end of Coordinators’ scheduled shifts.
Prepare, generate, and process vacation ownership contracts and related documents accurately and within documented performance standards.
Verify verbally communicated and system-entered data for compliance with company policy.
Obtain credit card authorizations when needed and process payments for various transactions accurately.
Retrieve credit reports for applicable sales types when needed.
Establish and maintain purchaser files according to standard operating procedures.
Review signed documents for completeness as needed.
Organize and scan required documentation according to documented standard operating procedures.
Review, sort, and send completed files to the corporate office.
Complete assigned daily opening and closing activities.
Coordinate and process contract rescissions and cancellations as needed.
Participate in and contribute to special projects and temporary assignments when requested.
Work professionally with Quality Assurance and Sales personnel to obtain documentation needed to complete contract files in a timely manner.
Respond professionally to challenges, including imminent target dates and temporary increases in workload.
Maintain flexibility, composure, and patience when interacting with coworkers.
Develop skills and knowledge across Contract Services operations.
Maintain proficient knowledge of Contract Services policies, projects, products, and procedures, including Deeded, Trust, and VIP.
Work independently with minimal direct supervision.
Complete required training and compliance courses by communicated target dates.
Support and train Coordinators and new hires.
Process sophisticated deals accurately using advanced contract-processing knowledge and applying company policies and guidelines.
Monitor the suspense aging report and ensure timely follow-up and processing.
Maintain the departmental policies and procedures manual and work with company partners to align site processes.
Assist with scheduling to meet business needs and hours of operation.
Assist management in coaching and counseling team members to minimize errors and improve accuracy.
Ensure staff are trained on required HGV/HVC operating systems.
Assist management with recruiting and hiring.
Travel as required based on location and business needs.
Carry out other reasonable requests from management.