Supervisor jobs in United Kingdom

Job Description - Supervisor - Order to Cash (OTC) (MEA011XE)

Job Description

Supervisor - Order to Cash (OTC) (MEA011XE)

UAE Shared Service Centre Ras Al Khaimah Ras Al Khaimah Resort & Spa, Al Maareedh Street Ras Al Khaimah TBD

About Hilton Hilton is one of the largest and fastest growing hospitality companies in the world, with over 8,000 properties with more than 1.25 million rooms in 138 countries and territories. In the 100 years since our founding, we have defined the hospitality industry and established a portfolio of 24 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 200 million members in our award–winning customer loyalty program, Hilton Honors.

Position Statement The OTC Supervisor plays an essential role in ensuring accurate, timely, and compliant delivery of Order to Cash services within Hilton’s Centre of Excellence (COE). This position translates strategic priorities into effective daily operations, focusing on customer experience, process efficiency, and strong governance. The Supervisor provides hands‑on support to OTC Specialists, drives workflow optimization and automation, and partners with hotel teams to uphold Hilton’s Customer Promise. Success in this role requires attention to detail, proactive problem‑solving, and the ability to foster collaboration while maintaining a robust control environment.

Position Summary The OTC Supervisor is responsible for overseeing the accurate and timely delivery of Order to Cash services, including invoicing, collections, and credit control. The role provides day‑to‑day support to OTC Specialists, resolving operational challenges and ensuring adherence to Hilton’s compliance standards. A key focus is on team development and engagement, driving process improvements, and leveraging automation and data insights to reduce manual effort. The OTC Supervisor collaborates closely with hotel teams and COE stakeholders to enhance customer experience, streamline workflows, and maintain a robust control environment.

• Team Supervision & Coaching: Line manage OTC Specialists; run regular 1:1s and team huddles; build engagement, consistency, and capability.
• Operational Delivery: Oversee invoicing, collections, credit control, and AR posting to meet accuracy, timeliness, and SLA commitments.
• Month End & Reporting: Review ageing; perform AR related reconciliations to the general ledger; prepare DSO and Statements of Account; investigate variances and drive corrective actions.
• Credit Governance: Prepare, chair, and minute hotel credit meetings; track actions to closure; elevate risks as appropriate.
• Process & Automation: Optimize workflows; support automation initiatives (e.g., DocuWare, standard templates) to reduce manual effort and improve scalability.
• Compliance & Controls: Ensure policy adherence, SOX and CSA compliance; maintain complete, traceable documentation for audits and internal reviews.
• Stakeholder Management: Resolve escalations; maintain effective communication with hotel Finance, Front Office, Reservations, Sales, Commercial, and COE functions.
• Transition Support: Assist hotels migrating into the COE model; manage knowledge transfer; ensure adoption of standard operating procedures.
• Continuous Improvement: Identify root causes; implement sustainable fixes to prevent recurrence; share best practices across the team.
• Change Management: Lead knowledge transfer and drive adoption of new tools, technologies, workflows, and standard operating procedures.
• Additional Duties: Perform tasks as required to support effective COE operations.

• Lead with Culture: Demonstrate COE values through daily behaviors, fostering collaboration and continuous improvement. Actively seek and act on hotel feedback to enhance service delivery. Contribute to process improvement or knowledge‑sharing initiatives each quarter.
• Protect Our Organization: Maintain compliance with Hilton policies, SOX and CSA standards. Complete assigned CoE Compliance Framework activities and ensure timely resolution of audit points.
• Operational Excellence – Drive Centralization: Support OTC centralization initiatives and adoption of standard processes to improve efficiency and consistency.
• Operational Excellence – Deliver Exceptional Customer Experience: Champion Hilton’s Customer Promise by driving service excellence across OTC processes and towers. Monitor quarterly Hotel Satisfaction Survey results, focusing on Performance, Communication, Problem‑Solving, and Teamwork. Improve overall satisfaction score by at least 1 point year‑on‑year by addressing feedback and implementing targeted improvements to enhance hotel experience.
• Quality Assurance: Ensure at least 85% of team members meet their Quality KPIs, including accuracy, timeliness, and compliance while fostering continuous improvement and maintaining a strong control environment.

Direct Reports This role has c.10 direct reports.

• Project Leadership: Proven ability to manage complex projects from concept to completion, with strong planning, prioritization, and risk management.
• People Leadership: Skilled in coaching and developing team members; able to build trust and drive performance through others.
• Change Driver: Confident leading through change, balancing stakeholder needs, and ensuring operational continuity during transformation.
• Collaboration & Communication: Clear communicator with the ability to influence across functions and geographies.
• Agility: Comfortable in fast‑paced environments; adaptable to shifting priorities and evolving business needs.

• Experience in hospitality finance or centralised finance operations.
• Exposure to process improvement, automation, or system transitions.
• Fluent English (written and spoken).

• Education: University degree in Finance, Accounting, or a related field.
• Experience: Strong experience within Finance Shared Services or hotel finance, including proven Order to Cash experience.
• Languages: Arabic or French preferred but not essential.

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!