Club Operations Analyst II

Summary

Travel + Leisure Co. is a vacation ownership and travel membership company serving travelers through resort, travel club, and lifestyle travel brands. The Club Operations Analyst II analyzes club ownership transactions, compliance processes, account records, and system data while identifying anomalies and supporting process improvements. The role also manages task requests, reporting, audits, UAT testing, stakeholder communication, and change management across Club Operations and cross-functional teams.

Responsibilities

• Task Management, Research, Reporting & Analysis and Process Improvement: Execute a variety of Club Ownership compliance and audit processes that reoccur on a rolling weekly, monthly, quarterly annual, or ad hoc basis. Develop reports and tools in alignment with job responsibilities. Utilize system and club knowledge to properly identify anomalies and appropriately escalate to the appropriate business group(s)..Analyze outlier Owner booking trends and benefit utilization. Comprehend and execute strategies in alignment with Owner arrivals goals. Occasionally reporting Owner utilization summaries to Senior leaders. Provide internal customers with detailed correspondence of club account transactions. Develop complete comprehension and navigation of assigned work Club systems. Review transactions for alignment with club and/or program rules and perform subsequent agent follow-up as required. Develop, maintain, and track performance of team processes through stakeholder partnerships, identification of obstacles, and creating solutions. Utilize system and club knowledge to properly identify anomalies and appropriately escalate to the appropriate business group(s). Utilize data and data management tools to create reports and automations as needed. Adopt Process Review Life Cycle model to analyze, change, and/or eliminate assigned processes. Ensure end to end comprehension of assigned work to include all stakeholders in communicating changes and create/modify required documentation and technical resources. (75%)
• Change Management - Adapting to business changes: Troubleshoot, and provide solutions to process gaps as they occur in subject matter expert environments. Communicate with business partners regarding process status or issue resolution. Effectively prioritize multiple projects and communicate changes to leader. Researching and implementing new technological solutions available. (25%)

Skills

• Bachelor's degree in MIS, IS, IT or Business, or equivalent work experience-One to three years of experience in the following:
• Contact Center/Customer Operations
• Designing automation and data connections using any of the following
• Power Apps, SharePoint, SQL, SAS, Power BI, Python Excel, Tableau, Visual Basic
• Communication cross-functional amongst leadership, Manager and above
• Risk Management – executing with decision velocity
• Proven ability to sustain performance and take on new work with little to no supervision
• Excellent business writing and oral communication skills
• Ability to write owner facing documents and scripts
• Ability to create training guides and standard operation procedures
• Ability to prioritize and track multiple projects and deadlines throughout the work week
• Enjoys attention to details
• Working knowledge of Microsoft Office Suite (i.e., Office 365, Word, Excel, Access, Teams, SharePoint, PowerPoint,)
• Visual Basic, Power Automate, Power Apps, Power BI, Snowflake or similar SQL DB Tools
• Working knowledge of most if not all Club systems
• 2 years of experience working in a customer contact center or equivalent
• Minimum twelve (12) months of service in Club Compliance
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement
• Once a year

Qualifications

Must Haves

• Bachelor's degree in MIS, IS, IT or Business, or equivalent work experience-One to three years of experience in the following:
• Contact Center/Customer Operations
• Designing automation and data connections using any of the following
• Power Apps, SharePoint, SQL, SAS, Power BI, Python Excel, Tableau, Visual Basic
• Communication cross-functional amongst leadership, Manager and above
• Risk Management – executing with decision velocity
• Proven ability to sustain performance and take on new work with little to no supervision
• Excellent business writing and oral communication skills
• Ability to write owner facing documents and scripts
• Ability to create training guides and standard operation procedures
• Ability to prioritize and track multiple projects and deadlines throughout the work week
• Enjoys attention to details
• Working knowledge of Microsoft Office Suite (i.e., Office 365, Word, Excel, Access, Teams, SharePoint, PowerPoint,)
• Visual Basic, Power Automate, Power Apps, Power BI, Snowflake or similar SQL DB Tools
• Working knowledge of most if not all Club systems
• 2 years of experience working in a customer contact center or equivalent
• Minimum twelve (12) months of service in Club Compliance
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement
• Once a year

Benefits

• Medical benefits for associates who work 30 or more hours per week; certain benefits may be available to associates working fewer hours where required by applicable law.
• Dental benefits for associates who work 30 or more hours per week; certain benefits may be available to associates working fewer hours where required by applicable law.
• Vision benefits for associates who work 30 or more hours per week; certain benefits may be available to associates working fewer hours where required by applicable law.
• Flexible spending accounts for associates who work 30 or more hours per week; certain benefits may be available to associates working fewer hours where required by applicable law.
• Life and accident coverage for associates who work 30 or more hours per week; certain benefits may be available to associates working fewer hours where required by applicable law.
• Disability benefits for associates who work 30 or more hours per week; certain benefits may be available to associates working fewer hours where required by applicable law.
• Depending on position, paid time off, parental leave and holidays.
• Wish day paid time to volunteer at an approved organization of your choice.
• 401k with employer match, subject to eligibility requirements including tenure.
• Legal and identity theft plan.
• Voluntary income protection benefits.
• Wellness program, subject to provider availability.
• Employee Assistance Program
• Work from home in Florida or Missouri, United States