Order to Cash; OTC Specialist

Order to Cash (OTC) Specialist (MEA
011XJ
)

Job Description

Order to Cash (OTC) Specialist

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

Position Statement

The Order to Cash Specialist is responsible for delivering high‑quality credit control services to hotels supported by the UAE Centre of Excellence (COE). The core focus of the role is collections, credit management, and ageing control, ensuring that customer balances are recovered promptly and accurately.

The role supports invoicing and payment posting as secondary tasks and during leave cover, but the primary accountability is credit control—reducing aged debt, improving DSO, maintaining customer relationships, and ensuring accuracy of the receivables ledger in line with Hilton policies and compliance requirements.

What will I be doing?

The Order to Cash Specialist ensures timely and effective collection efforts, accurate customer account maintenance, and strong collaboration with hotel teams and external customers.

Responsibilities include:

• Managing end‑to‑end credit control activity for assigned hotels
• Proactively reducing overdue receivables and resolving invoicing disputes
• Preparing statements of account and leading monthly credit meetings
• Ensuring accuracy of the AR subledger, ageing reports, and supporting documentation
• Supporting invoicing and payment posting as needed during leave or peak periods
• Upholding Hilton’s standards of customer care, service efficiency, and financial control

Core Responsibilities

• Credit Control – Primary Focus: Lead end‑to‑end credit control activities including collections, ageing management, dispute resolution, SOA issuance, lead monthly credit meetings, and customer engagement to reduce overdue debt and strengthen payment performance.
• Payment Posting & Invoicing – Secondary Scope: Support invoicing and payment posting when required by issuing accurate invoices, applying receipts, and reviewing direct bill reports during leave cover.
• Compliance, Control & Reporting: Maintain strong financial control by adhering to internal policies and SOX requirements while supporting AR reconciliations, month‑end close, ageing analysis, and audit‑ready documentation.
• Stakeholder & Customer Engagement: Communicate effectively with hotel teams and customers to resolve issues, align on collections activity, provide timely responses, and uphold Hilton’s Customer Promise through professional, solution‑focused service.
• Other Duties: Support team initiatives, system enhancements, and additional tasks required to ensure smooth and effective COE operations.

Success Measures

• Lead with our Culture: Demonstrate Hilton’s COE Values by delivering high‑quality outputs, communicating clearly with customers, contributing to process improvements, embracing change with agility, and maintaining strong compliance and attention to detail.
• Operational Excellence – Centralization: Contribute at least one OTC project idea annually to support COE centralization and continuous improvement.
• Operational Excellence – Customer Satisfaction: Support delivery of the CoE Customer Promise by contributing to improved hotel satisfaction across Performance, Communication, Problem‑Solving and Teamwork.
• Maximize Performance:
  • Ageing Control:
    Ensure no more than 10% of total ageing is over 90 days.
  • Invoicing Timeliness:
    When supporting invoicing, ensure 90% of invoices are sent within 5 business days, including items in query, based on check‑out date vs. invoice completion or pending delivery dates.
  • Unapplied Entries:
    Ensure no more than 10% of outstanding unapplied credit notes and payments are older than 5 business days.

Direct Reports

This role has no direct reports.

The success in this role will demonstrate itself through the following attributes and skills:

• Customer & Stakeholder Communication: Communicates clearly and professionally with hotel teams and customers, ensuring transparency, effective queries handling, and positive relationship management.
• Problem‑Solving: Applies logical thinking to identify issues, analyze root causes, and propose practical solutions that support timely collections and…