Senior Analyst OTC

Position Statement

The Senior Analyst OTC will work remotely with the Senior Finance Coordinator/DOF Turkey and Senior Manager OTC as part of Hilton’s UK Centre of Excellence. They will support developing and implementing the Order to Cash strategy for Hilton. 

The Senior Analyst will be expected to work closely with, advice and recommend to Hilton’s UK Senior Management on optimum delivery solutions which can be expected from a progressive Order to Cash service. The Senior Analyst is also responsible for co coordinating and managing the delivery of day to day tasks and as well as representing the function to other areas of the business when necessary.

Position Summary

Under the guidance of the Senior Manager of UK OTC , the Senior Analyst will be responsible for the delivery of OTC processes to the agreed timetable and Service Level Agreements. The Senior Analyst 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 essential.

The Senior Analyst will work with the team to support the delivery of change programmes, which will involve maximising the benefits available to deliver best-in-class centralized Hotel Accounting & collections services.

Key to the success of the role will be the ability to communicate and influence at all levels, both internally and with external stakeholders, as well as build & maintain effective business and 3rd party relationships.

Experience of working on projects and the ability to simultaneously manage multiple tasks and deliver to tight deadlines are considered essential elements of this role. The Senior Analyst will possess the capacity to effectively contribute towards a strong customer service while ensuring that a robust control environment is maintained.

The Senior Analyst will participate and play a part in provoking a sense of empowerment in the pursuit of first class service, supporting the delivery of OTC strategies and the team activities on a day-to-day basis; this will require meticulous attention to detail, the ability to understand and interpret business metrics within the OTC arena and make recommendations where appropriate. They will also support the review of OTC Service Level Agreements (SLA’s), assisting with the refinement and ongoing monitoring to ensure that agreed service delivery metrics are achieved/exceeded.

Essential Functions:

Organising Activities

• Liaise with key customers and stakeholders to enable an efficient operation of OTC processes in accordance with Service Level Agreements
• Contribute to the organization and co ordination of the OTC team to deliver efficient output within required deadlines exercising a sound understanding of the KPIs surrounding the tasks
• Support the streamlining of processing within the function, ensuring best practice is adopted
• Responsible for all internal and external international fee credit and collections activities

Controlling Activities

• Contribute to the delivery of the relevant metrics in relation to team activities and drive improvement across the business
• Organise and deliver a schedule of credit meetings with all properties in the HAFS programme, publishing relevant aging and performance information ahead of the calls
• Assist Senior Manager with the coordination of information relating to third-party service providers (outsourcing provider, auditors, valuation specialists) ensuring all necessary information is compiled, reviewed and approved
• Continually analyse and provide input to Management in evaluating the effectiveness of processes and implement actions to streamline the processes and maximise efficiency
• Monitor and make recommendations for the aged debtor and unallocated cash, managing corrective actions to ensure the processes are optimal and any aged balance is appropriately explained with corrective action taken to resolve
• 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
• Ensure all monthly closing activities and month-end reporting are carried out per guidelines and deadlines liaising with Corporate OTC colleagues and SSC teams to resolve issues and ensure a clean close is achieved
• Deliver the balance sheet reconciliation processes ensuring unreconciled items are cleared immediately
• Pursue all external and internal fee debt both by telephone and in writing
• Liaise with Brand and Legal teams on all pre-NOD’s, NOD’s (Notice of Default) and payment plans
• Perform analysis of payment plans
• Report on and analyse aged debts
• Assist in resolving disputed fees
• Escalate large debt amounts / past due accounts to Contracts Manager

Staffing Activities

• Provide input to the team member performance reviews, supporting development and building competence with relevant employees through training, best practice sharing etc
• Coordinate and deliver cross training plan which is aligned to OTC Skills Matrix, or similar tool, and ongoing training needs for OTC team
• Positively participate in an environment that encourages the team to maintain and update the department documentation to reflect current processes
• Maintain an upbeat, positive and motivated demeanor
• Ensure the privacy and security of confidential information

Administrative Activities

• Research support for AR and other related disputes and compilation of supporting documentation to reach resolution
• Engage with other location teams to obtain input to resolve disputes
• Identify and propose any adjustments required, providing the relevant support documentation, in line with controls requirements
• Maintain Dispute Resolution documentation in accordance with Hilton standards
• Perform follow up based on analysis of collections schedule on outstanding
• Assess collections status and present determination to write off payment per credit procedures to Senior Manager OTC
• Maintain OTC records and documentation in accordance with Hilton standards
• Drive completion of OTC special initiatives as directed by the Senior Manager OTC
• Research and responds to information requests from internal departments and management
• Be liaison point for all OTC related matters within the region
• Regular review and analysis of pre close reports, contacting relevant teams with instructions on how to resolve ahead of close
• Support supervisor in tracking collections that have been escalated and monitor collections cycle
• Serve as liaison for maintaining client relationships, resolving their concerns, and escalating to leadership if necessary
• Provide input into escalated customer inquiries or disputes, ensuring resolution within the agreed SLAs

Support Activities:

• Support other functions in the provision of data and reporting as requested
• Develop relationships with other teams around the business by identifying ways that OTC can support their deliverables where possible
• Contribute to the various Hilton audit programs and provide the necessary information in a timely manner to ensure effective closure of requests
• Assist the team and management in driving project initiatives

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 particular 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

Specific Job Knowledge, Skill and Ability:

Required:

• 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 prioritize 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
• Strong analytical and technical skills with exposure to general ledger accounting and reconciliations
• 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, PeopleSoftFive
• (5) years of professional experience
• Proficiency in Microsoft Excel, Word, and Outlook
• 3-5 years of collections experience
• Excellent command of both verbal and written Turkish and English

Preferred:

• Experience working in a corporate environment
• Hospitality industry experience