Senior Finance Manager - Order to Cash (OTC)

Hilton Worldwide, Inc.; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading global hospitality company is seeking a Senior Finance Manager to oversee end-to-end Order to Cash (OTC) services. This role entails leading a team in managing invoicing, collections, and credit control while driving operational excellence through automation and continuous improvement. The ideal candidate has strong leadership abilities and a background in finance within shared service environments. Join a company dedicated to exceptional guest experiences and a collaborative workplace culture.

Qualifications

• Experience in finance, centralized shared services teams, or cross-border operations.
• Fluent English (written and spoken).

Responsibilities

• Lead one Team Lead, three Supervisors and a team of ~20 Specialists.
• Oversee invoicing, collections, receipt application, credit control and reconciliations.
• Drive automation, workflow optimization and system enhancements.
• Build strong relationships with external customers and hotel teams.
• Implement sustainable solutions that prevent recurrence.

Skills

Project Leadership

People Leadership

Collaboration & Communication

Agility

Education

University degree in Finance, Accounting, or a related field

Professional accounting qualification (ACA, ACCA, CIMA, CA, or equivalent)

Tools

PMS systems

POS systems

ERP systems

Excel

PowerBI

PowerQuery

PowerAutomate

Job description

Job Description – Senior Finance Manager – Order to Cash (OTC)

Job Number: MEA011XA

Work Locations

UAE Shared Service Centre – Ras Al Khaimah (Resort & Spa, Al Maareedh Street). Location TBD.

About Hilton

Hilton is one of the largest and fastest growing hospitality companies in the world, with over 8,000 properties and more than 1.25 million rooms in 138 countries and territories. In its 100‑year history, Hilton has defined the hospitality industry and established a portfolio of 24 world‑class brands, including its flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand worldwide. Hilton has more than 200 million members in its award‑winning customer loyalty program, Hilton Honors.

Position Statement

The Order to Cash (OTC) Senior Finance Manager is responsible for leading the delivery of end‑to‑end OTC services within Hilton’s Centre of Excellence (COE), connecting strategic priorities with day‑to‑day execution. The role ensures operational excellence across invoicing, collections, and credit control; strengthens partnerships with hotels; and champions automation, compliance, and continuous improvement. A core responsibility is upholding Hilton’s Customer Promise by reducing customer effort, driving effective problem‑solving, and enabling data‑driven decision‑making. The Senior Finance Manager fosters a collaborative, growth‑oriented culture focused on team development, well‑being, and measurable business results.

Core Responsibilities

• Leadership & Management: Lead one Team Lead, three Supervisors and a team of ~20 Specialists, setting clear goals, standards, and performance expectations.
• End‑to‑End OTC Delivery: Oversee invoicing, collections, receipt application, credit control and reconciliations, ensuring accurate and timely delivery.
• Month‑End/Year‑End: Lead close activities for OTC, including reconciliations, provisions, ageing review, and reporting.
• Operational Excellence: Drive automation, workflow optimization and system enhancements to reduce manual effort and improve accuracy, efficiency and scalability.
• Business Partnering: Build strong relationships with external customers, hotel teams, COE functions, IT and corporate stakeholders to align priorities and deliver effective outcomes.
• Problem Solving: Use structured analysis to identify root causes and implement sustainable solutions that prevent recurrence.
• Customer Experience: Leverage hotel feedback to enhance service quality, responsiveness and overall customer satisfaction.
• Compliance & Governance: Ensure adherence to internal controls, regulatory requirements, audit standards and company policies.
• Change Management: Lead transitions, knowledge transfer and adoption of new tools, technologies, SOPs and ways of working.
• Continuous Improvement: Champion projects that improve COE processes, performance and reporting; track benefits and outcomes.
• Onboarding: Support onboarding and transitions of new hotels into the COE, ensuring seamless handover and stabilization.
• Team Development: Maintain a continuous focus on training, capability building, coaching and well‑being.
• Safety & Workplace Conduct: Perform all duties in a manner that ensures your safety and that of others; contribute positively to a courteous, hassle‑free service culture.
• Other Duties: Perform any additional tasks as assigned to ensure effective operations of the COE.

Success Measures

• Lead with Culture: Drive team engagement and a positive work environment by implementing initiatives that reflect Hilton’s values and support collaboration. Influence and monitor team sentiment to achieve at least 80% satisfaction on the annual Global Team Member Survey (GTMS), focusing on overall experience scores. Continuously review feedback and take action to address areas of improvement.
• Protect Our Organization: Implement and maintain the CoE Compliance Framework for your assigned tower and one peer tower. Monitor and track CSA audit points using MS Lists, ensuring timely resolution and achieving at least 50% closure by year‑end.
• Operational Excellence – Drive Centralization: Lead OTC centralization initiatives to improve efficiency and standardization, delivering multiple key projects. Ensure timely execution of these projects in alignment with organizational goals and compliance standards.
• Operational Excellence – Deliver Exceptional Customer Experience: Champion the CoE Customer Promise by driving service excellence across OTC processes and towers. Monitor quarterly Hotel Satisfaction Survey results, focusing on key areas such as Performance, Communication, Problem‑Solving, and Teamwork. Improve overall satisfaction score by at least 1 point year‑on‑year.
• Maximize Performance – Drive Productivity: Monitor and optimize team productivity across the OTC tower in line with the CoE Resourcing Model. Achieve efficiency improvements by reducing resource requirements by at least one headcount compared to the previous year’s model, while maintaining service quality and supporting new hotel openings.

Direct Reports

This role has 1 direct report.

What Are We Looking For?

• Project Leadership: Proven ability to manage complex projects from concept to completion, with strong planning, prioritisation, and risk management.
• People Leadership: Confident in leading and developing large, diverse teams; 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.

Required Qualifications

• Experience in finance, centralised shared services teams, or cross‑border operations.
• Exposure to project delivery, transitions, or process centralisation in a finance context.
• Fluent English (written and spoken).

Preferred Qualifications

• Education: University degree in Finance, Accounting, or a related field. A professional accounting qualification (ACA, ACCA, CIMA, CA, or equivalent) will be an advantage.
• Experience: Finance Shared Services or hotel experience in a management level position required.
• Technical Knowledge: Command of PMS, POS, and ERP systems (e.g., PEP, OnQ/OA, Micros, Agilysys, and Navision) and data tools (e.g., Excel, PowerBI, PowerQuery, PowerAutomate).
• Hospitality, travel or tourism industry experience.

Why Hilton?

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 travellers the finest 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. Our amazing Team Members are at the heart of it all!