Hilton
Manager OTC (Corporate Collections)
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Job Description
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.
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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
About Us
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
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Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
About The Team
How We’ll Help You Thrive
Benefits
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*:
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves, care for members of their team, and care for their loved ones. Eligible Team Members receive free counseling and support through our best-in-class Employee Assistance Program (EAP)
*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
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