Supervisor - Order to Cash; OTC

Job Description - Supervisor - Order to Cash (OTC) (MEA
011XE
)

Job Description

Supervisor - Order to Cash (OTC) (MEA
011XE
)

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., Docu Ware, 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 –…