We Put the World on Vacation

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.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Provide strategic and operational leadership for the Contact Centre, with end-to-end accountability for collections performance, customer service, and portfolio outcomes.
• Analyse existing and proposed methods and procedures across the Consumer Finance business unit and proactively implement improvements that increase efficiency, strengthen controls, and streamline processes.
• Develop and execute objectives, strategies, and plans that support customer satisfaction, operational efficiency, and sustainable collections outcomes.
• Ensure compliance with all relevant legislation and policy requirements, including but not limited to the Privacy Act, National Consumer Credit Protection Act, Debt Collection Guidelines, and Anti-Money Laundering obligations.
• Oversee recruitment, workforce planning, capability development, and succession planning for the contact centre leadership team and broader function.
• Set, monitor, and report on individual and team statistics, service levels, and KPIs to measure performance, productivity, and quality.
• Lead the training, coaching, and development of team members and business partners to build capability and improve outcomes.
• Display innovation by identifying, creating, and improving processes, reporting, and service delivery models.
• Model strong leadership through effective communication, collaboration, accountability, and respect for peers, stakeholders, and team members.
• Ensure all audit requirements are met and that strong governance, control, and documentation standards are maintained.
• Ensure the robustness and integrity of data and reporting provided to leadership and operational teams.
• Manage daily workflow, priorities, and timelines to ensure accurate and timely completion of operational activities.
• Maintain resources in line with approved budgets and operating plans.
• Oversee month-end processes, including preparation, execution, review, and analysis of financial and operational results, key drivers, trends, and KPIs.
• Maintain understanding and effective use of departmental systems, including but not limited to CSS, Brio, Customer Hub, SOS, and Owner Database.
• Oversee inbound calls, escalation pathways, and team priorities to meet service level targets and achieve high customer satisfaction scores.
• Oversee all relevant Consumer Finance portfolios to maintain high currency rates, low default rates, and disciplined collections execution.
• Regularly review the status of all accounts receivable portfolios, determine required actions, and escalate risks or issues as appropriate.
• Lead performance development, coaching, and formal review processes for direct reports and their teams on a daily, weekly, monthly, and annual basis.
• Direct and prioritise work across the teams to ensure completion of daily, weekly, and monthly deliverables.
• Ensure regular quality assurance through call and account monitoring, and provide clear feedback, direction, and examples of quality service.

KEY POSITION CRITERIA:

• Provide strategic and operational leadership for the Contact Centre, with end-to-end accountability for collections performance, customer service, and portfolio outcomes.
• Analyse existing and proposed methods and procedures across the Consumer Finance business unit and proactively implement improvements that increase efficiency, strengthen controls, and streamline processes.
• Develop and execute objectives, strategies, and plans that support customer satisfaction, operational efficiency, and sustainable collections outcomes.
• Ensure compliance with all relevant legislation and policy requirements, including but not limited to the Privacy Act, National Consumer Credit Protection Act, Debt Collection Guidelines, and Anti-Money Laundering obligations.
• Oversee recruitment, workforce planning, capability development, and succession planning for the contact centre leadership team and broader function.
• Set, monitor, and report on individual and team statistics, service levels, and KPIs to measure performance, productivity, and quality.
• Lead the training, coaching, and development of team members and business partners to build capability and improve outcomes.
• Display innovation by identifying, creating, and improving processes, reporting, and service delivery models.
• Model strong leadership through effective communication, collaboration, accountability, and respect for peers, stakeholders, and team members.
• Ensure all audit requirements are met and that strong governance, control, and documentation standards are maintained.
• Ensure the robustness and integrity of data and reporting provided to leadership and operational teams.
• Manage daily workflow, priorities, and timelines to ensure accurate and timely completion of operational activities.
• Maintain resources in line with approved budgets and operating plans.
• Oversee month-end processes, including preparation, execution, review, and analysis of financial and operational results, key drivers, trends, and KPIs.
• Maintain understanding and effective use of departmental systems, including but not limited to CSS, Brio, Customer Hub, SOS, and Owner Database.
• Oversee inbound calls, escalation pathways, and team priorities to meet service level targets and achieve high customer satisfaction scores.
• Oversee all relevant Consumer Finance portfolios to maintain high currency rates, low default rates, and disciplined collections execution.
• Regularly review the status of all accounts receivable portfolios, determine required actions, and escalate risks or issues as appropriate.
• Lead performance development, coaching, and formal review processes for direct reports and their teams on a daily, weekly, monthly, and annual basis.
• Direct and prioritise work across the teams to ensure completion of daily, weekly, and monthly deliverables.
• Ensure regular quality assurance through call and account monitoring, and provide clear feedback, direction, and examples of quality service.
• Review and verify financial results and ensure reported outcomes accurately reflect operational performance.
• Show integrity in all aspects of the role by doing the right thing, taking responsibility, and delivering on commitments.
• Take ownership of escalated issues and complaints for internal and external customers and ensure timely, fair, and compliant resolution.
• Support cross-training and participation in other functional areas of the department where required for upskilling, business continuity, and capability development.

Where Memories Start with You

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.