Supervisor Contract Services

Supervisor Contract Services

For a Contract Services Supervisor, the responsibilities should focus on leadership, team oversight, operational excellence, quality control, and employee development rather than individual transaction processing alone.

Contract Services Supervisor Responsibilities

• Oversees the daily operations of the Contract Services department, ensuring adequate staffing, workflow coverage, and service levels throughout operating hours.
• Supervises, coaches, develops, and evaluates Contract Services Coordinators and Lead Coordinators to ensure adherence to company policies, procedures, and performance standards.
• Monitors contract processing activities to ensure vacation ownership agreements and related documents are prepared, generated, and processed accurately, timely, and in compliance with company guidelines.
• Ensures team readiness to support internal customers through in-person interactions and phone support channels according to published schedules and operational needs.
• Reviews departmental performance metrics, productivity reports, and quality assurance results to identify trends and implement process improvements.
• Provides guidance and support for complex contract transactions, escalated issues, and exception requests requiring advanced knowledge and decision-making.
• Oversees verification processes to ensure information entered into company systems complies with established policies, procedures, and regulatory requirements.
• Ensures contract files are established, maintained, organized, scanned, and transmitted according to documented standard operating procedures.
• Monitors suspense aging reports and oversees timely follow-up, resolution, and processing of outstanding contract items.
• Partners closely with Sales, Quality Assurance, Corporate Operations, and other business partners to ensure contract packages are completed accurately and promptly.
• Maintains ownership of departmental policies and procedures, collaborating with cross-functional partners to align processes and implement operational enhancements.
• Leads onboarding, training, coaching, and ongoing development initiatives for new and existing team members.
• Conducts performance discussions, identifies development opportunities, and creates action plans to improve employee effectiveness and engagement.
• Ensures all team members complete required training, compliance courses, and certifications within established deadlines.
• Maintains advanced knowledge of all Contract Services products, programs, contract types, policies, and procedures, including Deeded, Trust, and VIP products.
• Manages escalated customer service issues, exercising sound judgment, professionalism, and integrity while resolving concerns.
• Demonstrates leadership during periods of increased workload, tight deadlines, organizational change, and other operational challenges.
• Participates in departmental projects, system enhancements, and continuous improvement initiatives designed to improve efficiency, quality, and customer satisfaction.
• Analyzes operational data and prepares reports for management regarding department performance, compliance, productivity, and quality metrics.
• Fosters a positive, collaborative, and professional work environment while promoting accountability and employee engagement.
• Carries out all other duties and responsibilities as assigned by management.

What is HGV looking for?

• Advanced computer skills with the ability to analyze data, prepare reports, and effectively utilize business systems and software applications.
• 2-5 years of related experience, including leadership, supervisory, or team lead experience preferred.
• Strong proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to work a flexible schedule, including weekends and holidays, based on business needs.
• Proven ability to lead, motivate, coach, and develop a team in a fast-paced environment.
• Exceptional organizational, time management, and multitasking skills with strong attention to detail.
• Demonstrated ability to prioritize workload, delegate responsibilities, and effectively manage competing priorities.
• High level of professionalism, integrity, and sound judgment with the ability to handle sensitive and challenging situations.
• Strong customer service, interpersonal, and conflict resolution skills.
• Excellent verbal and written communication skills, with the ability to communicate effectively with team members, leadership, and guests.
• Ability to drive performance, ensure accountability, and support the achievement of departmental and company goals.
• Proficiency in speaking, reading, and writing English.

Day-One Benefits

Extraordinary People,

Exceptional Benefits on Day One

Benefits start on your first day of work with no waiting period!

Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.

Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.

Perks

• Benefits that support Team Member health and financial wellbeing.
• Travel and hotel discounts for Team Members, family and friends.
• A healthy work-life balance with PTO and flexible hours.
• Team Member events that build camaraderie through fun activities.
• An open-minded culture committed to diversity and inclusion.
• Incentives for Team Members that exhibit excellence every day.

Holidays

By putting people first, we will ensure Team Members become family, guests become Owners, and Owners become the heart of everything we do.

Company of the Year 2022 Gold Stevie Award Ranked First Best Adoption-Friendly Workplace in the Hotel & Travel Industry 2020 ARDA ACE Employer of the Year Mogul’s Top 100 Innovators in Diversity & Inclusion 2018 2018

Hilton Grand Vacations® is a registered trademark of Hilton Worldwide Holding Inc. or its subsidiaries licensed to Hilton Grand Vacations Inc. Hilton Grand Vacations and its ownership properties and club programs operate under the Hilton name pursuant to a license agreement with Hilton Worldwide Holdings Inc.

© Hilton Grand Vacations Inc.

Hilton Grand Vacations’ policy is to employ qualified persons without regard to the individual’s sex, color, race, religion, national origin, age, disability, sexual orientation, gender identity or any other protected group status as defined by and subject to applicable local laws. Hilton Grand Vacations’ commitment to equal employment opportunity supports the attraction and retention of a diverse workforce that will enhance the Company’s competitiveness in attracting Team Members, corporate partners and owners.

If you’d like more information on your EEO rights under the law, please read “EEO is the Law.” on the U.S. Equal Employment Opportunity Commission’s website under the “Read more about…” section.

This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out of network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.