Manager New Owner Administration - Lakeland

Generic Position Summary · As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) to support team and/or department ob ...

Job description

Generic Position Summary

As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) to support team and/or department objectives.  Generally works under close supervision or within well-established guidelines to complete routine tasks. 

Specific Job Summary

The Manager, Quality Assurance – New Owner Administration (NOA) serves as the primary point of contact for NOA field and regional associates requesting assistance, information, process clarification, and resolution of issues related to training, systems access, and credit reports.  The Manager provides the first level of assistance for routine questions and situations or escalates issues as appropriate.  The Manager is responsible for editing NOA policies and process documents such as Bulletins, alerts, SOP's, job aides, and training materials and ensuring NOA documentation is up-to-date, distributed, and accessible on the NOA intranet website.  The Manager, Quality Assurance assists with writing procedural and training materials as well as validating procedural documentation.  The incumbent manages system access requests and approvals for all NOA field associates globally. 

Working Relationships

Reports to:

• NOA Associate Director

Interfaces with:

• Vice President, NOA
• Director, Closing
• Managers, closing managers and Manager of Owner Modifications
• Mortgage Bank Directors and Managers
• MVCI legal counsel, attorneys as well as paralegals
• iPSM Regional Directors
• Senior Managers and Business Liaisons to SFSO
• External service providers
• Service Fulfillment Training Manager
• Administrative Assistants

CLS Generic Expected Contributions

• Performs the following types of basic tasks:  analysis, auditing, budgeting, forecasting, programming, research, report generation, and software integration.
• Responds to, solves and makes decisions on standard/routine business requests with limited risk.
• Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff. 
• Assists more senior associates in achieving business results by:
• utilizing technical knowledge and skills to enhance business processes.
• establishing priorities for self and, where appropriate, others.
• allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
• contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).
• 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

• Researches and resolves NOA associate inquiries in areas of training, process compliance, and systems.
• Coordinates and submits requests for obtaining system access and proper role authority for all NOA field and regional team associates.  
• Ensures all system access is removed or adapted to new role as associates leave department or company.  Systems in scope include: AMRE, UNIFIPRO, RESALES, SOLAR, TIMESHAREWARE, E-PORT, E-MORTGAGE, SUN, RCC or similar systems.
• Conducts periodic reviews and certifications of USER access for NOA associates for all systems as required by internal and external audit and compliance teams.
• Conducts E-Mortgage, Equifax, and OFAC training sessions for all new associates as well as refresher courses and update courses as required based on changes.
• Serves as the primary business liaison with credit report software vendors to ensure all government mandated changes and disclosures related to credit reporting, OFAC clearance, Customer ID theft, and Fair Credit Reporting Act are implemented.
• Completes thorough evaluations and creates complete documentation for submission and approval requests for all new First Day Benefit (FDB) programs.  Tasks include properly identifying requests and obtaining all necessary information and approvals required by various business teams.
• Assists NOA business partners with the development of training material and process development to support new initiatives as needed.
• Meets regularly with business support team to review system help desk inquiries to identify training issues.
• Updates contract checklists to ensure all required documentation and all audit points are properly accounted for as new requirements and documents are implemented.
• Develops meeting agendas and facilitates monthly NOA Live calls on a rotating basis with other team members.
• Provides back up SAM and MAM functions during peak season to include verification of worksheet information, obtaining proper approvals, creation of Membership documents, follow up through closing.
• Works with NOA management team on developing and implementing new initiatives.
• Member of Product Committee.  Identifies changes in policy that will result in change in process related to promotional financing offered.
• Reviews all finance and credit guidelines established by committee to ensure accuracy and clarity prior to publishing.
• Maintains confidentiality in all business matters. 
• Provides follow-up attention to specific matters that are on-going to the department.
• Performs other similar duties as assigned.
• Keeps abreast of technological advancements in both inter/intra company information systems.

CLS Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Usually, a professional position with general knowledge in a discipline (i.e., Accounting, Human Resources, Information Resources).  College degree and/or related experience typically required.

Specific Candidate Profile

Education

• Four-year Bachelor Degree in Business Administration or similar discipline or equivalent work experience.

Experience
 At least three years of related work experience.

• Demonstrated report writing experience required.
• Experience in creating training documentation required.

Skills & Attributes

• Must possess excellent communication skills, written and verbal.
• Proven proofreading skills.
• Proven computer skills (including WORD, Power Point, Excel)
• Excellent organizational skills with ability to manage multiple priorities.
• Detail orientated; strives for excellence in all assignments.
• Ability to work in a team environment and interact with all levels of the organization.
• Goal oriented, self-motivated.
• Professional demeanor and appearance.
• Must be willing to travel.
• Timeshare knowledge and experience preferred.

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