Specialist TMR Sales Accountability Partner

The Team Member Relations (TMR) Sales Accountability Partners (SAP) Specialist conducts investigations into alleged violations of Sales Integrity policy, ensuring compliance through appropriate corrective actions. They conduct assigned investigations in accordance with established procedures including planning, interviews, documentation review, report writing, and assessment of substantiated matters. The TMR SAP Specialist also demonstrates a clear understanding of sales practices, workplace laws, regulations, and Hilton Grand Vacations policies. They ensure the culture of HGV is upheld with high integrity, considering both team member and business needs when recommending solutions. 

The purpose of this role is to promote and enforce standards for Sales Integrity which apply to all Sales and Marketing Team Members within the National Sales and Marketing division, including, but not limited to, In house Sales, Action Line, Call Centers, Direct Marketing, Quality Assurance and Direct Sales Operations. The role enforces what Hilton Grand Vacations (HGV) expects from its Sales Team Members in order to provide our guests with a hospitality-focused sales experience. More specifically, this will be accomplished through the following tasks: 
•    Investigate, summarize, and recommend solutions for resolving Sales Integrity concerns by gathering and analyzing information, applying relevant policies and past practices, and reaching conclusions while maintaining strict confidentiality.
•    Resolve routine and clearly defined Sales Integrity matters independently by applying established policies, procedures, and guidance; exercise professional judgment within defined parameters.
•    Own assigned case execution from intake through resolution for routine matters, including timely completion, accurate analysis, and appropriate documentation.
•    Identify when matters involve ambiguity, elevated risk, or potential precedent and escalate to the Senior Specialist for review prior to resolution.
•    Maintain required documentation within the case management system, including intake, investigative notes, supporting documents, and final reports or summaries; may assist Business Leadership with documentation as needed.
•    Support site leadership, HR, and Senior Team Members in executing opportunities that improve the Team Member experience and support continuous improvement in communication and practices.
•    Assist TMR Leadership by contributing to analyzing, diagnosing, and auditing Team Member programs, policies, and practices to sustain positive team member relations.
•    Work proactively with Leadership and Senior Team Members to surface trends, repeat issues, and observations related to Sales Integrity.
•    Participate in case reviews, shadow Senior Team Members, and seek feedback from Senior Team Members and the Manager to build judgment, analytical skills, and exposure to more complex matters.
•    Engage in ongoing learning and skill development related to investigative practices, documentation standards, and HR foundational topics, applying training, case reviews, and feedback to improve investigative quality, judgment, and consistency.
•    Build and maintain positive and productive working relationships with Team Members, HR Business Partners, Team Member Global Services, Senior Team Members, and Business Leadership to achieve business objectives.
•     Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
•    Complete all required Company training/compliance courses as assigned.
•    Adhere to Company standards and maintain compliance with all policies and procedures.
•    Performs other related duties as assigned. 
 

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Experience conducting formal investigations and providing appropriate recommendations
• Proven ability to build trust and strong partnerships at all levels of an organization
• Strong consultative, listening and communication skills with the ability to convey recommendations and opinions persuasively
• Sound critical thinking, problem solving and negotiating skills with the ability to apply those skills to a wide range of HR issues
• Ability to apply established policies, procedures, and guidance to routine matters and recognize when ambiguity, elevated risk, or potential precedent requires escalation.
• Clear written communication skills sufficient to document investigative findings accurately and concisely in accordance with established standards and templates.
• Intermediate level of proficiency with MS Office
• Demonstrated ability to set priorities, manage multiple responsibilities, and deliver against deadlines while working independently
• BA/BS/Bachelor's Degree or additional experience in lieu of

• 1-3 years of related experience

  In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
  •    Experience working in a sales or timeshare environment
  •    Knowledge of employment and labor laws

  
  

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

We offer an excellent benefit package to our full-time Team Members that include Day One medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.