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.

What will I be doing?

Under the guidance of the Team Leader Corporate Collections OTC, you will be responsible for the delivery of OTC processes to the agreed timetable and Service Level Agreements.  The role holder will ensure Hilton’s Centre of Excellence offers a seamless, efficient and customer focused experience which maximises on output without compromising the quality of service.  The ability to recognise how to maximise process efficiencies and effectiveness is considered beneficial.

You will be expected to work closely with the Team Leader providing thoughts on optimum delivery solutions which can be expected from a progressive Order to Cash service.  You will also be responsible with supporting the coordination & delivery of day to day tasks and supporting the development of team members, as well as representing the function to other areas of the business when necessary.

Essential Functions in more depth: 

• Liaise with key customers and stakeholders to collect cash in line with OTC processes
• Contribute to the streamlining of processes within the function, suggesting better ways of performing tasks & supporting the Analysts in doing so
• Internal and external international fee credit and collections activities ensuring targets are met on a monthly basis
• Accurately record customer account updates on relevant systems always ensuring transparency on status
• Support Team Leader with the coordination of monthly customer communications process
• Actively participate & support the preparation for team meetings, huddles, etc. pertinent to work assignments and other business-related activities as required
• Contribute to the collation of the relevant metrics in relation to team activities and drive improvement across the business
• Assist Team Leader & management team with the coordination of information & reporting as requested including data collection for Debt Committees and Directors of Franchise Support/Brand Performance Support/Owner Relation meetings
• Provide input to the Team Leader and management in evaluating the effectiveness of processes and implement actions to streamline the processes and maximise efficiency, providing support to the Analysts with progressing their suggestions
• Review OA and unallocated cash suggesting actions to reduce balance month over month
• Provide input to the review and monitoring of SLAs / OLAs to ensure all agreed service delivery in accordance with agreement(s).
• Work with allocations and other functions to monitor and resolve queries and escalated items, ensuring the required payment cycles are maintained
• Complete all required monthly closing activities & relevant reporting as instructed by Team Leader
• Pursue all external and internal fee debt both by telephone and in writing
• Provide input to discussions on issuance of Pre-Default notices and Notice of Defaults
• Perform analysis & reconciliations of customer accounts as required to resolve allocation/payment/withholding tax variances
• Prepare payment plan documentation, working with customers to agree terms and instalment amounts
• Review & reconcile payment plans for accurate compliance status where required
• Report on and analyse aged debts to establish payment trends
• Escalate large debt amounts / past due accounts to Team Leader, Corporate Collections for discussion with leadership and relevant stakeholders – Brand Performance Support/Owner Relations/Legal/Director of Franchise Support
• Engage with other location teams to obtain input to resolve disputes within agreed SLAs and maintain resolution documentation per Hilton standards
• Work with Team Leader to Identify and propose any adjustments required, providing the relevant support documentation in line with control requirements
• Ensure the privacy and security of confidential information ensuring maintenance of records and documentation in line with Hilton standards
• Contribute to the completion of special initiatives as directed by the Team Leader Corporate Collections / OTC Leaders
• Research and respond to information requests from internal departments and management
• Serve as liaison for maintaining client relationships, resolving their concerns, and escalating to leadership if necessary
• Provide support and direction to Analysts within the team using experience to train and develop
• Contribute to the various Hilton audit programs and provide the necessary information in a timely manner to ensure effective closure of requests

Experience and Skills:

• Self-starter with a ‘can-do’ approach who takes an initiative in implementing goals, comfortable operating with a cool-head under time constraints, and effectively handle concurrent demands
• Able to handle multiple demands and appropriately prioritise responsibilities
• Critical thinkers who use both quantitative and qualitative analytical skills – including the use logic and reasoning – to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to exercise sound judgment, critical thinking, quantitative & qualitative analytical skills and decision-making skills to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions
• Strong inter-personal skills and able to maintain effective working relationships with co-workers, managers and clients with well-developed written and verbal communication and comprehension skills
• Ability to identify financial issues, recommend and execute mitigating actions
• Good knowledge of finance modules of an ERP system such as SAP, Oracle, PeopleSoft
• Experience in identification of process improvement, refinement and automation opportunities
• Language skills would be advantageous

What are we looking for?
 

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High school/GED
• Collections experience
• Proficiency in Microsoft Excel, Word, and Outlook
• Willingness to support business hours of regions supported by the team if required

Preferred:

• Bachelor’s degree
• Previous supervisory experience

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