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
