Manager - New Owner Administration in Wan Chai at Marriott Vacations Worldwide Call Center

Date Posted: 8/28/2018

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.


Generic Job Summary

As a member of the professional staff, the position contributes specialized knowledge and skill in a discipline area to support team and/or department business objectives. Generally works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision making process. This position will be responsible for selection, supervision and development of staff in accordance with company policies and procedures.

Specific Job Summary
The NOA Manager will lead a team of Sales Administrators who will produce sales contracts at point of sale and leading a team of Closing Specialists who will facilitate the closing of sales contracts. The NOA Manager will ensure that all contracts are processed efficiently in accordance with established government regulations and company policies and procedures. This position will drive the continuous improvement of accurate and efficient sales contracting operations with a focus on policy compliance with all corporate, legal and government regulations pertaining to PII, credit underwriting, financing, together with legal approved documentation required.

The NOA Manager will also drive the performance of the Closing Specialists and ensure compliance with all corporate, legal, and government regulations pertaining to the closing of sales contracts. This position will also build and maintain partnerships between the Sales Administrators and Closing Specialist as well as develop and maintain business partnership with Sales, Legal and any other business partners. This position will also be responsible to recruit, hire and train associates for the Sales Administrator and Closing Specialist positions.


Generic Expected Contributions
  • Oversee the site's operations, contributing to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manage small projects, business processes or parts of larger ones.
  • Respond to, solve and make decisions on more complex/non-routine business requests with limited to moderate risk.
  • Work to enhance the organization's capabilities through effective staffing and development of others by:
    • Coaching own team to collaborate with others.
    • Using appropriate MVW interviewing tools to hire the best people available from inside or outside.
    • Establishing goals and delegating tasks appropriately.
    • Providing timely coaching and feedback.
    • Making and rewarding distinctions in performance.
Engaging in progressive disciplinary processes, when appropriate.Support the Asia Pacific Leadership team in achieving business results by:
  • Identifying opportunities to enhance the effectiveness of business processes.
  • Providing training and technical guidance to the team, where appropriate, and serving as point-of-contact for problem resolution.
  • Participating in setting department operating plans.
  • Recognizing and celebrating team successes.
  • Achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.
Specific Expected Contributions:

New Owner Administration
  • Review and identify staff training needs to plan and initiate training sessions to comply with regulations.
  • Implement a system of appropriate controls to manage business risks.
  • Ensure compliance on contract processes and reporting requirements.
  • Ensure compliance with standard and local operating procedures (SOPs and LSOPs).
  • Oversee internal, external and regulatory audit processes.
  • Monitor contract quality, procedures and methodology.
  • Provide guidance to Sales Administrators and Closing Specialist on all operational or procedural issues.
  • Assist in ensuring all contracts adhere to policies as well as all legal requirements.
  • Manage daily activities of both Sales Administrators and Closing Specialists.
  • Ensure all closing documents, including loan originations, are filed in accordance with all required procedures.
  • Review unclosed contracts and monitors status to ensure closings are completed efficiently and accurately.
  • Produce daily, weekly and monthly reports as requested relative to sales, cancellations, unclosing aging and defaults.
  • Oversee accurate completion of official contract closings with all documents and related system information. Official closing includes preparation of closing documents, preparation and distribution of reports to appropriate departments.
  • Partner with the regional Finance and Legal Departments, Sales leaders, NOA leaders and Business System Analysts at startup of new projects or government regulation changes to ensure all documents are in place to begin sales, closings, and loan originations.
  • Review all standard operating procedures to enhance processes.
  • Participate in Business Information Systems User Acceptance Testing.
  • Collaborate with Business Analysts and Document Support Representatives on changes to contract documents and contract processes. People ManagementCommunicate new policies and procedures to team members through team meetings to ensure consistency as well as accuracy.
  • Prepare and conduct performance appraisals and interim reviews for new and existing direct reports according to Standard Operating Procedures.
  • Interview candidates for new positions and trains new associates in all aspects of the job function.
  • Ensures Sales Administrators and Closing Specialists are properly trained to perform all tasks required in accordance with essential job functions of each position.
  • Acts a professional role model for not only NOA associates but also as a business professional representing the site and MVCI.
  • Perform related tasks as assigned.

Job Requirements:


Education and Experience
  • Bachelor's degree in a related professional area or minimum of 3 years related work experience in a management position - ideally within the real estate, banking or vacation ownership industry.
  • Minimum of 3 years supervisory experience in high volume, fast-paced, results oriented business environments with prior experience in the direct day-to-day supervision of hourly associates.
  • Proven ability to work in a team environment, lead a successful team and interact with all levels of the organization.
  • Ability to work under pressure, manages multiple priorities, and be a self-starter.
  • Able to handle a flexible work schedule which will include weekends and nights.
  • Must be available and willing to travel on a periodic basis.
Skills and Knowledge
  • Lending Principles -- Working knowledge of the money lender ordinance preferred; a good understanding of the ordinance a minimum. Extensive knowledge and experience in legal real estate rules and regulations as they relate to licensing, contracting, closing, escrow and government truth in lending laws.
  • Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
  • Intermediate Computer Skills in Microsoft software applications such as Excel and Word Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.


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