Otc Supervisor

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE

A WORLD OF REWARDS

· Yearly Salary of up to £36.000 DOE

· Grow your Career

· Personal Development programmes designed to support you at every step of your career

· A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)

· Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)

· Team Member Referral Program

· High street discounts: with Perks at Work

· Holiday: 28 daysincluding bank holidays (increasing yearly to up to 33 days)

· Modern and inclusive Team Member’s areas

The role will be responsible for supervising the OTC Tower within the Accounting & Control team. The scope of the role is all the Managed & Leased Hotels in the HAFS (Hilton Accounting & Financial Services) model in the UK & Ireland.

The role will be part of a team of 5 people, comprising of 3 Specialists, 1 Supervisor and 1 Manager in the OTC function, operating in Hilton Leeds.

The OTC Supervisor will be responsible for ensuring that the hotel-retained activities in these Towers are performed in line with timeliness and quality SLA & KPI targets.

The OTC Supervisor will also partner with the HAFS team, Hotel Operations, and other towers within the Operations Finance team to identify & implement process improvements for the Tower, and the role will be targeted with driving improvements in KPI performance and reducing exception-handling for the Hotel teams involved in the RA Tower processes. This role will be tasked with driving process improvements to exception reporting in the RA Tower for all Hotels in scope.

Key stakeholders will include, FP&A team, Hotel General Managers, HODs, Hotel Operational teams, Corporate Functional teams, Compliance team, and HAFS team.

The role will also be responsible for driving a high performing team culture.

What will I be doing?

· Build on deep OTC process knowledge & Hotel accounting experience to lead the Operations Finance efforts to optimise the performance of the OTC model.

· Manage a team of Specialists.

· Use RCA (Root Cause Analysis) tools and trend analysis to identify fixes and improvements in processes to reduce and/ or remove exception-handling by the hotel teams in the functional Tower.

· Identify and implement improvement areas for query flows in the hotels (e.g. intelligent query routing whereby the query goes directly from the Centre of Excellence/Shared Services Centre team to the owner of the resolution in Hotel Operations). This will mean removing intermediate steps wherever possible.

· Evolve the interaction model with the CoE

· Act as the point of escalation for unresolved queries by the Hotel Operations teams

· Assist the CoE team to monitor query response timeliness & accuracy by the Hotel Operations teams.

· Monitor process compliance by Hotel users in the OTC model.

· Deliver training to Hotel Operations teams in the OTC processes. This may involve refresher/ new starter trainings, and training process changes.

· Deliver continuous improvements to reduce exception-handling and query volumes in the OTC Tower for all Hotels in the HAFS model. This is expected to include frequent workshops with the CoE team and the delivery of communications & trainings to hotel teams using these processes.

· Monitor HAFS hotels’ AR ledgers

· Implement processes to minimise risks of non-collection and bad debt provisions

· The role will require frequent travel, especially to Hotel teams and to the CoE in Glasgow.

· Embed Process Improvement mind-set into the daily routine of the team

· Work with CoE team to monitor KPI dashboards to identify issues and allow progress to be monitored. Also use regular stakeholder feedback to measure the effectiveness of the service.

· Work closely with your fellow Accounting & Control Supervisors to drive consistency and improvements across all the functional Towers in the HAFS model.

· Act as holiday cover for your fellow Supervisors.

· Support the A&C Manager in resolving internal audit findings (MAPS) for Operations Finance OTC activities.

· For the OTC Tower, ensure SSC and COE operate in line with the terms of the SLA’s, and that Hotel teams operate in line with HAFS OLAs. Escalate areas of non-compliance.

· Oversee to ensure operations compliance with all retained internal controls at property level.

· Hire, manage, evaluate team members – drive high performing culture.

· Build competence with relevant employees through training, best practice sharing, recognition and rewards, and other professional development opportunities.

· Support and foster an environment receptive of change in response to corporate initiatives and special projects

· Performs other duties and responsibilities as assigned or required.

· Act in accordance with fire, health and safety regulations on property and follow the correct procedures when required.

· Ensure hotels are in compliance with Corporate Policies (SPI’s) and governmental rules and regulations. Report irregularities and non-compliant situations to General Manager and Regional Finance Director as required by corporate guidelines

· Ensure that the best interest of the hotels, Hilton and owners are protected. Seek legal advice, if deemed necessary, from the Hilton legal department.

· Develop current talents to achieve greater strategic goals and performance.

· Manages team members in the performance of their duties, establishing work priorities and in achieving management objectives.

· Works with direct reports on goals to assist in accomplishing department initiatives, and their own career objectives.

· Executes directives of organization’s mission, goals and objectives and demonstrates through ongoing and direct motivation, communication, group dynamics and leadership.

· Ensures communication plan as established by department head is properly executed.

· Strong communication and negotiation skills.

What are we looking for?

· Minimum of 3 years relevant work experience

· Ability to exercise sound judgement and decision-making skills.

· Excellent written and verbal communication and comprehension skills

· Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities.

· Must possess the ability to analyse large amounts of data / information efficiently and accurately.

· Ability to learn and perform all essential job functions accurately and safely with minimal direct supervision, within initial training period after employee begins work.

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