Director, Contact Center

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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. POSITION REPORTS TO: Vice President - Consumer Finance POSITIONS REPORTING TO THIS POSITION: Manager - Contact Centre Assistant Manager - Contact Centre KEY RELATIONSHIPS: Consumer Finance Finance WDAP & CWSP IT Legal & Compliance Sales and Sales Administration teams Customer Care PRIMARY OBJECTIVES: At Travel and Leisure, our vision is to put the world on vacation. In your position as Contact Center Director, you are responsible for leading the contact centre function with ultimate accountability for collections performance, customer outcomes, operational efficiency, and service delivery. The role is responsible for establishing effective structures, methods, and procedures that support strong portfolio performance, high service standards, robust compliance, and informed business decision-making. Lead the Contact Centre and related functions to deliver exceptional service, strong cash flow outcomes, and low portfolio defaults. Responsible for collections strategy, execution, and performance across relevant Consumer Finance portfolios. Oversee Finance and Levies portfolios, driving strong currency rates, effective recovery activity, and low default outcomes. Ensure all securitisation covenants and operational compliance obligations are met. Manage inbound demand, workforce priorities, and service delivery to achieve agreed service level goals. Maintain a thorough understanding of Club and Finance documents, procedures, and applicable legislation. Ensure the robustness, accuracy, and integrity of operational and financial data used for decision-making. Develop predictive measures, reporting frameworks, and insights to drive business optimisation. Provide daily, weekly, monthly, and annual performance reporting and verification of results. Build strong relationships with key stakeholders across the business to support collaboration and performance. Lead, coach, and develop teams through strong leadership, clear direction, and ongoing support. Maintain strong customer survey outcomes, including Customer Hub performance measures. Our Values are the HEART of Wyndham Destinations, the beliefs of our global team that define what we recognize as important, meaningful and right: Hospitality - treating everyone like family Engagement - delivering our promise Accountability - owning our impact Respect - considering others in every interaction Teamwork - succeeding together 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 u

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