Club Operations Analyst II

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

A Operations Analyst II in Owner Services will be responsible for analyzing processes completed by Operations Specialists assessing, updating, and maintaining owner contract or account records with accuracy and/or transaction compliance and system verification of all our club brands, including all Owner transaction type with the overarching purpose of monitoring transactions for issues with Transactors (Owners and Associates) and system. Ensures security, stability, and data integrity of internal systems and Owner transaction behaviors.

The Operations Analyst II will leverage various process improvement techniques and tools while collaborating with the Club Operations and Cross-functional teams. Their role involves consulting on both new and existing processes to deliver solutions that enhance operational efficiency and scalability while mitigating risks.

Operations Analyst II goals are to be a subject matter expert in all available technologies and process improvement strategies to partner with various business teams across the organization ensuring the department meet or exceed customer expectations This position requires partial comprehension of program benefits and product knowledge for WBW, CWP, and/or Shell with expectations to expand individual development in all Travel & Leisure Clubs.

Compliance

A Compliance Analyst II in Owner Services – Club Compliance, will be responsible for transaction compliance and system verification of all our club brands, including all Owner transaction type with the overarching purpose of monitoring transactions for issues with Transactors (Owners and Associates) and system. Ensures security, stability, and data integrity of internal systems and Owner transaction behaviors.

The Compliance Analyst II will be responsible for receiving and completing intake of task requests by Owners and Internal Customers. including account audits of club Owner accounts, delivery of accurate data requests, and working with internal business partners to provide UAT testing and subject matter expert support. In addition, the Club Analyst is expected to observe Owner club utilization in alignment with club rules, working with Owner Services partners and Legal to hold Owners accountable and report system issues that create erroneous Owner benefits.

Compliance Analyst II goals are to be a subject matter expert in all Club program benefits and rules, to partner with various business teams across the organization ensuring the department meet or exceed customer expectations and support Club Specialist I’s development as the departmental subject matter expert. This position requires a full comprehension of program benefits and product knowledge for WBW, CWP, and/or Shell with expectations to expand individual development in all Travel & Leisure Clubs.

How You'll Shine

Responsibilities include, but are not limited to:

• 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%)

• Once a year

Education

• 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

How You'll Be Rewarded

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.