Under the direction of the Director of OTC, the Manager will oversee delivery of OTC processes to agreed timetables and SLAs, ensuring Hilton’s Centre of Excellence provides a seamless, efficient and customer-focused service that maximises output without compromising quality. The role will also identify, manage and deliver process improvements to enhance effectiveness and efficiency.
Working with TLs, peers and OTC leaders, the Manager will support change programs that deliver best-in-class centralised Hotel Accounting and collections services, while helping to lead, motivate and empower OTC teams in pursuit of first-class service delivery.
Key to the success of the role will be:
• Communicate and influence at all levels, building effective internal, external and third-party relationships.
• Manage multiple priorities, tight deadlines, team projects and contributions to large-scale initiatives while maintaining a strong customer focus and robust control environment.
• Apply commercial awareness and regional economic insight to improve the receivables cash cycle and enhance cash flow.
You will support OTC Leadership with day-to-day team management, motivation and delivery; refine, develop and deliver AR strategies; support Team Leaders in managing daily activity; interpret key Order to Cash business drivers and recommend action; and review, refine and monitor SLAs to ensure service metrics are achieved or exceeded.
What will I be doing?
• Lead target-driven hotel and corporate collections activity, supporting Senior Managers, the Director and TLs to ensure teams deliver efficiently, effectively and in line with SLAs.
• Support OTC strategy, corporate collections globalization, process efficiencies, cost/FTE tracking, SLA and metric improvements, and ongoing process streamlining.
• Lead, motivate and develop Analysts, Senior Analysts through performance reviews, training plans, skills analysis, development planning, best practice sharing and positive team engagement.
• Build strong relationships with business stakeholders, strategic partners, owners, customers, COE peers and third-party providers to support OTC delivery, information coordination and business requirements.
• Support regional debt committee and receivables discussions through presentation preparation and delivery, team meeting input, escalation of large or overdue debts, and guidance to TLs and peers.
• Monitor aged debt, unallocated cash, collections schedules, recovery activity and monthly BS reconciliations, recommending corrective actions and supporting variance resolution.
• Maintain OTC records, documentation, confidential information and audit data to Hilton standards, using owner and customer feedback to drive best-in-class service.
Supportive Functions:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the requirements of the company.
• Support the Centre of Excellence in delivering business objectives successfully
• Proactively engage in any other tasks as assigned by the Centre of Excellence Management
Experience and Skills:
• Ability to work to tight timelines, manage multiple stakeholder demands, prioritise effectively, oversee team performance and delivery, and support team members to do the same.
• Strong leadership and performance management skills, with the ability to build and maintain effective working relationships with direct reports, co-workers, managers and clients, supported by well-developed written, verbal and comprehension skills.
• Proven experience suggesting and delivering process refinements, implementing service delivery targets, and monitoring and improving collections performance to enhance the service offering.
• Strong critical thinking, sound judgment, quantitative and qualitative analytical, logic and reasoning skills, with the ability to identify and assess alternative solutions, conclusions or approaches, consider costs and benefits, and recommend optimal solutions.
• Strong analytical and technical skills, including exposure to general ledger accounting and reconciliations, with the ability to lead others in this field and identify financial issues and recommend and execute mitigating actions.
• Good knowledge of ERP finance modules, such as SAP, Oracle and PeopleSoft; language skills would be advantageous.
Direct reports:
• Senior Analysts, OTC
• Analysts, OTC
Required Qualifications & Experience:
• High school/GED
• Extensive supervisory experience
• Proven track record of professional experience in a similar and/or relevant area
• Proficiency in Microsoft Excel, Word, and Outlook
Preferred Qualifications & Experience:
• Bachelor’s degree
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
