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Business Operations Manager-Oceanside, CA
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90673867

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Wyndham Destinations

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  3 Views, 0 Applications  
Business Operations Manager-Oceanside, CA

This position is responsible for ensuring appropriate support is provided to all sales and marketing teams onsite through

1. Developing processes and procedures to create efficiencies as well as ensuring adherence to company policies; ensuring that the data integrity of all company systems are accurately and timely reflected.

2. Recruiting, training, and developing all onsite administrative operations personnel in all sales and marketing functions; fostering a collaborative environment with peers, and creating a trusting workplace.

This position will also be responsible for ensuring appropriate support is provided to senior site management as well as managing administrative projects impacting site being conducted by corporate personnel. In summary, this individual will be responsible for all administrative support for the site whether initiated or driven by the Site, Area, Region, Business Unit, or corporate level.

**Essential Job Functions**



**% of Time**

**Talent Management**

Ensure all operational support needs, as defined by leadership, are met and proper coverage in staffing is maintained. Collaborates broadly in the recruitment and identification of top talent for all roles. Develops framework for appropriate goal setting and individual develop plans. Ability to communicate performance expectations and desired outcomes regularly. Institutes succession planning for all key roles. Fosters collaboration amongst Region, Business unit, and corporate functions. Provides daily management and scheduling of all operations associates, ensuring training, cross-training, and development of all roles in all matters applicable to their roles.


**Business Rule Management**

Partner with human resources and sales and marketing leaders to assist in ensuring an understanding and training as it relates to time keeping functions to include understanding of company policies, usage of wyntime application, and proper forms to be completed. Additionally, ensure data integrity exists as it relates to tour times within sub-systems.


**New Hire On Boarding**

Partner with human resources and recruiting teams the facilitation and delivery of all new hire on boarding paperwork to include processing of ECN's, issuance of equipment if applicable (such as iPads, cell phones), and compensation related materials including online content.


**Compensation Plans**

Lead and facilitate in conjunction with sales, marketing, and human resource teams the distribution of compensation plans. This to include all plan documentation, collection of signed paperwork, and all applicable system related entries that may be needed as a function of compensation changes.


**Tour, Contract, & Premium Operations**

Oversee and lead all customer facing processes on-site to include tour check-in (reception)**, contract processing, and tour check-out (gifting). Tour check in process to include proper staffing/coverage, timekeeping and sales rotation adherence, data integrity/entry into sub-systems, policies and procedure adherence related to identification, customer paperwork, and surveys. Contract creation processing and worksheet completion to be done in partnership with sales and centralized contracts teams (if applicable) in accordance with all company policies as defined in Contracts Standards by brand. All documentation and suspense items to be properly delivered to on boarding department in Wyndham Consumer Finance (WCF). Tour check out process (gifting) to include proper staffing/coverage, data integrity/entry into sub-systems, and policies and procedure adherence related to inventory controls. _** If applicable; reporting lines vary by site/location._


**Physical Inventory**

Oversee all on-site inventories are at levels to support current and anticipated tour flow. Inventories to include all sales documentation related to all inventory types being sold, all owner documentation and collateral, all marketing collateral and equipment (equipment to include iPads, credit card machines and others), all sales equipment (such as iPads), all marketing gifting, and any other company owned assets that could result in loss. All inventory process and procedures to be performed in conjunction with the WVO Sales Center SOP manual. Lead the creation of on-site process and procedures designed to ensure data integrity in all inventory sub-systems; ensure daily, weekly, and monthly reconciliations are completed and book to physical counts are performed. Ensure a strong control environment exists and that all operations are in a state to pass internal and external audits.


**Financial Operations**

Oversee all cash handling on-site to include petty cash, SPIF accounts, and tour deposits. All cash handling process and procedures to be performed in conjunction with the WVO Sales Center SOP manual. Lead the creation of on-site process and procedures designed to ensure data integrity in all inventory sub-systems; ensure daily, weekly, and monthly reconciliations are completed and book to physical counts are performed.


Oversee the monthly review of financial statements in conjunction with accounting teams to ensure accuracy of all company accounts. Research and correct all revenue related totals by contract. Led and facilitate the review of monthly financials with on-site management teams to include variance analysis, additional management reporting, consolidation/organization of reporting to facilitate calls/meetings, and any other needs as expressed by leadership team. This to include review of payables, vendor relations, and potentially contract negotiations for sales and marketing agreements. This also may include completion of purchase orders, review of receipt of goods and invoicing, processing of payments, and ensuring accruals and general ledger accounts accurate reflect activity.


Actively participate in annual operating plan creation as it relates to sales center overhead items to include staffing and spending amounts. Spending to include monthly period expenses as well as planned capital sustenance projects related to sales center appearance and functionality.


**Payroll Operations**

Oversee weekly and monthly payroll processing and create system to capture, research, and correct errors in compensation payments to all roles in conjunction with the corporate based teams. Ensure that all pay related data is accurately captured in financial statements, in conjunction with accounting teams through effective management of role coding and ECN processing.


**Non-Essential Job Functions**


Support the develop and implementation of initiatives and programs not currently considered in the operating plan

**Scope/Financial Responsibility**

The size of the site operations will vary by market and state but will range in size from $7.5M in annual sales volume to potentially over $100M.

**Travel Requirements**

The position will require minimal. Travel compromises approximately 5%of total time.


**Leadership Effectiveness**

Creates an inclusive, positive working environment for direct team; Act as a role model exhibiting a professionalisms and a positive attitude; Identifies and leverages individual strengths of direct reports toward a common goal; Maintain professional appearance (dress code); Ability to diffuse difficult situations; Recognizing and rewarding individual and team contributions

**Business Acumen**

Understands how to navigate within the organization in order to meet team business goals and objectives; Lead direct team members to overall company results delivered through team contributions


Communicates in a timely manner in the appropriate context, with the relevant audience, content and adequate preparation; consistently and effectively lead team meetings and regular coaching sessions; Articulate feedback to employees for growth

**Talent Acquisition and Development**

Provides consistent, timely and behaviorally specific feedback to individuals and teams; both formally and informally; serve as a mentor to direct reports to enhance potential skills, address development opportunities and provide guidance/resources; Ability to identify prospective candidates; Recognizes the need for diversity

**Driving Results**

Ability to identify opportunities for improvement; Views opportunities for their potential long term impact on the organization; Create and execute a plan with some autonomy

**Direct reports** -

** In some cases the Manger may report directly to the Director, Area Operations, or Director, BU Operations

**Work Environment**

The following definitions are to be used in completing the frequency of the Physical demands.

C = Constantly (2/3 or more of the time)

F = Frequently (from 1/3 to 2/3 of the time)

O = Occasionally (up to 1/3 of the time)

R = Rarely (less than one hour per week)

**Physical Demands**

**Check box**

**Hours per day**

Lifting up to 10-15_ pounds








Bending neck


Twisting neck


Bending waist _(forward or sideways)_




Squatting _(crouch or sit on one's heels)_








Reach above shoulder height


Reach below shoulder height














Repetitive motions


Other __________________________

Please check off all intellectual demands of the position and rate by degree of complexity, not the frequency of the task: 1= the least complex and 5= the most complex

**Intellectual Demands**

**Check box**

**Rate 1-5**

Attention to detail


Comprehend & follow instructions


Perform assigned tasks


Maintain an appropriate work pace


Perform complex or varied tasks


Relate to others


Influence people


Make decisions


Direct, Control and plan


Interact with public or co-workers in written form


Communicate verbally


Reasoning ability




**Minimum Qualifications/ Requirements:**

**a)** **Education**

Bachelor's degree and a minimum of two years management experience (or high school diploma with a minimum of 5 years management experience. (External applicant).

Bachelor's degree and minimum of 1 year management experience preferred (Internal applicant).

b) **Knowledge and skills**

General management skills.

Timeshare experience

Strong organizational and presentation skills required.

Strong written and verbal communication skills required.

Training Module completion of the following is required for internal applicant:

i. Contracts Operations

ii. Tour Reception Operations

iii. Welcome Center Operations

iv. Gifting Operations

v. In-House Marketing Administration Operations

vi. Referral Administration Operations

Business Reporting

**c)** **Training requirements**


**d)** **Technical Skills**

Computer proficiency required.

Strong knowledge of MS Office specifically, MS Excel preferred.

**e)** **Job Experience**

Timeshare experience preferred, but not mandatory

Team management skills mandatory

Must be self-motivated, being able to manage multiple projects while incorporating work style with team objectives at both the Area, Regional, BU, and corporate level

Must be well organized and able to perform under stressful situations

Must be able to communicate and partner effectively with all levels of the organization

Must be decision-minded, capable of providing senior management clear paths to optimal results desired

_Unless there is a legal requirement, experience will be accepted for the education requirement._


a) **Level of decision making authority**

Responsible for overseeing and ensuring the adequate staffing of roles within the site in order to support the business. Additionally, the Manager is responsible for development of associates and building of pipeline to facilitate future growth within the site operations

Has approval limits for operating expenditures and expense reports up to $$$$. May enter into agreements not to exceed xx year or $$$$ in obligations.

b) **Level of autonomy**

Operates with a high degree of autonomy. Position may be located remotely from direct leader and must be able to manage work priorities and goals independently.

**c)** **The impact of his/her decision on the organization**

This role plays a significant part in the success by ensuring organizational effectiveness, providing compliant process and procedures, and ensuring a highly trained and effective workforce.

d) **Supervisory responsibility:**

Position will oversee various roles directly. The total organization under management of this position will be vary depending on the size of the site but will include Supervisor, and Coordinator titles for both salaried and hourly roles.

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