Team Leader, OTC; Corporate Collections

Job Description - Team Leader, OTC (Corporate Collections) (EUR
015RL
)

Team Leader, OTC (Corporate Collections)

EUR
015RL

Hilton - Area Office - Glasgow, 191 West George Street, Glasgow G2 2LD

Our Finance team serves as a critical business partner responsible for managing all global activities related to financial performance, accounting, tax, forecasting, risk management, and asset management. Within Finance, Hilton Accounting and Finance Services (HAFS) manages the accounting and finance functions, both on property and at corporate, allowing us to develop scalable, global processes. Under HAFS, our Centers of Excellence allow Finance and Accounting Team Members the chance for growth and the ability to spend more time on strategic, high value work.

Under the guidance of the Manager/Senior Manager OTC, you will be responsible for the management and delivery of allocated collections processes within agreed delivery schedules. You will contribute to Hilton’s Centre of Excellence ability to offer a seamless, efficient and customer focused experience which maximises on output without compromising the quality of service. The ability to recognise how to suggest and play a key part in the planning and deliver of efficiencies is a requirement of this role.

The Role Holder will work with the team, and OTC Leadership to support the delivery of change programmes, which will involve maximizing the benefits available to deliver best-in-class centralized Hotel Accounting & collections services. You will have meticulous attention to detail when dealing with large volumes of data. You should be able to communicate and influence within the team and with Senior stakeholders to build and maintain effective relationships whilst adopting a strong customer-focused ethos.

A requirement of the role will be to contribute to projects whilst maintaining service levels within the deliverables on a daily/weekly & monthly basis. All tasks should be completed with adherence to the control environment.

• Provide direction & motivation to direct reports on a daily basis with the goal of ensuring all the function tasks are performed in the most efficient and effective way
• Lead the day-to-day deliverables of the team to deliver efficient services, with a customer focused approach at all times, whilst ensuring collections targets are met
• Manage tasks which relate to internal and external international fee credit and collections activities
• Manage the monthly communications cycle ensuring data is reviewed prior to sending
• Supervise and evaluate OTC Team Members and build competence with relevant employees through training, best practice sharing and development opportunity reviews leading regular 121s and formal performance discussions
• Support the team in reviewing processes & suggesting better more efficient ways of performing their tasks
• Liaise with key business stakeholders within various business areas to enable an efficient operation of OTC processes in accordance with Service Level Agreements
• Contribute to delivery of monthly Debt Committees & Brand Performance Support/Directors of Franchise Support & Owner Relations meetings ensuring that collation of data is completed in a timely & accurate manner flagging any significant customer issues or trends that should be considered for reporting
• Support discussions with Brand Performance Support, Directors of Franchise Support, Owner Relations & Legal teams on all pre-defaults, NOD’s (Notice of Default) and payment plans
• Negotiate payment plans / schedules with customers as required ensuring good balance between timely debt recovery & risk
• Escalate large debt amounts / past due accounts from the team to OTC management and other stakeholders as appropriate in a timely manner
• Monitor cross currency payment receipts to ensure they are captured accurately
• Build and maintain strong relationships with strategic management partner groups, owners and key customers
• Manage customer allocation to team ensuring complexity and key relationships are taken into consideration
• Set-up and lead team meetings, huddles, etc. pertinent to work assignments and other business-related activities as required
• Continually analyse and provide input to the OTC management team in evaluating the effectiveness of processes and suggest ways to streamline in order to maximise efficiency
• Monitor and make recommendations to manage & clear aged debtor and unallocated cash items supporting the team as required
• Provide structured input with supporting data to the review and monitoring of SLAs / OLAs
• Work with SSC and other functions to monitor and resolve queries and escalated items, to enhance payment cycle
• Ensure all Team Members complete tasks critical to Accounts Receivable close to ensure smooth close and reporting achieved per strict deadlines
• Perform analysis & reconciliations of key customer accounts as required to resolve allocation/payment/withholding tax…