Supervisor Contract Services

Hilton Grand Vacations•Las Vegas, NV

About The Position

The Contract Services Supervisor role focuses on leadership, team oversight, operational excellence, quality control, and employee development. This position is responsible for overseeing the daily operations of the Contract Services department, ensuring adequate staffing, workflow coverage, and service levels. The supervisor will coach, develop, and evaluate team members, monitor contract processing activities for accuracy and compliance, and ensure the team is ready to support internal customers. This role also involves reviewing performance metrics, providing guidance on complex transactions, overseeing verification processes, and ensuring organized contract file management. The supervisor will manage suspense aging reports, collaborate with other departments, and maintain departmental policies and procedures. Additionally, the role includes leading training initiatives, managing escalated customer issues, and participating in departmental projects. The supervisor is expected to foster a positive work environment and analyze operational data to report on department performance.

Requirements

Advanced computer skills with the ability to analyze data, prepare reports, and effectively utilize business systems and software applications.
2-5 years of related experience, including leadership, supervisory, or team lead experience preferred.
Strong proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
Ability to work a flexible schedule, including weekends and holidays, based on business needs.
Proven ability to lead, motivate, coach, and develop a team in a fast-paced environment.
Exceptional organizational, time management, and multitasking skills with strong attention to detail.
Demonstrated ability to prioritize workload, delegate responsibilities, and effectively manage competing priorities.
High level of professionalism, integrity, and sound judgment with the ability to handle sensitive and challenging situations.
Strong customer service, interpersonal, and conflict resolution skills.
Excellent verbal and written communication skills, with the ability to communicate effectively with team members, leadership, and guests.
Ability to drive performance, ensure accountability, and support the achievement of departmental and company goals.
Proficiency in speaking, reading, and writing English.

Responsibilities

Oversees the daily operations of the Contract Services department, ensuring adequate staffing, workflow coverage, and service levels throughout operating hours.
Supervises, coaches, develops, and evaluates Contract Services Coordinators and Lead Coordinators to ensure adherence to company policies, procedures, and performance standards.
Monitors contract processing activities to ensure vacation ownership agreements and related documents are prepared, generated, and processed accurately, timely, and in compliance with company guidelines.
Ensures team readiness to support internal customers through in-person interactions and phone support channels according to published schedules and operational needs.
Reviews departmental performance metrics, productivity reports, and quality assurance results to identify trends and implement process improvements.
Provides guidance and support for complex contract transactions, escalated issues, and exception requests requiring advanced knowledge and decision-making.
Oversees verification processes to ensure information entered into company systems complies with established policies, procedures, and regulatory requirements.
Ensures contract files are established, maintained, organized, scanned, and transmitted according to documented standard operating procedures.
Monitors suspense aging reports and oversees timely follow-up, resolution, and processing of outstanding contract items.
Partners closely with Sales, Quality Assurance, Corporate Operations, and other business partners to ensure contract packages are completed accurately and promptly.
Maintains ownership of departmental policies and procedures, collaborating with cross-functional partners to align processes and implement operational enhancements.
Leads onboarding, training, coaching, and ongoing development initiatives for new and existing team members.
Conducts performance discussions, identifies development opportunities, and creates action plans to improve employee effectiveness and engagement.
Ensures all team members complete required training, compliance courses, and certifications within established deadlines.
Maintains advanced knowledge of all Contract Services products, programs, contract types, policies, and procedures, including Deeded, Trust, and VIP products.
Manages escalated customer service issues, exercising sound judgment, professionalism, and integrity while resolving concerns.
Demonstrates leadership during periods of increased workload, tight deadlines, organizational change, and other operational challenges.
Participates in departmental projects, system enhancements, and continuous improvement initiatives designed to improve efficiency, quality, and customer satisfaction.
Analyzes operational data and prepares reports for management regarding department performance, compliance, productivity, and quality metrics.
Fosters a positive, collaborative, and professional work environment while promoting accountability and employee engagement.
Carries out all other duties and responsibilities as assigned by management.