Team Lead OTC

Overview

• The OTC Team Lead is responsible for the end-to-end delivery of Order to Cash services across the MEA region, including invoicing, collections, and credit control.
• Leading three Supervisors and a team of approximately 20 Specialists, the role ensures accurate and timely execution of daily operations while driving automation, workflow optimisation, and the use of data insights to reduce manual effort.
• In addition to operational oversight, the Team Lead prioritises team development and well-being, fosters cross-functional collaboration, and implements innovative solutions that enhance customer experience and service quality.
• Strategic Alignment:
• Execute OTC initiatives that support Hilton s Customer Promise by reducing customer effort and improving satisfaction.
• Operational Excellence:
• Drive automation, system enhancements, and process optimization to improve accuracy, efficiency, and scalability.

• Team Leadership & Development

• Build a high-performing, engaged, and resilient team culture focused on growth and continuous learning.
• Business Partnering:
• Collaborate with hotel teams, COE functions, IT, and corporate stakeholders to align priorities and deliver effective outcomes.
• Problem Solving:
• Identify root causes through structured analysis and lead sustainable solutions that prevent recurrence.

• Customer Feedback & Service Improvement

• Compliance & Governance

• Ensure adherence to internal controls, regulatory requirements, audit standards, and company policies.
• Change Management:
• Lead knowledge transfer and drive adoption of new tools, technologies, workflows, and standard operating procedures.

Success Measures

• Lead with Culture:
• Foster team engagement and a positive work environment by implementing initiatives that reflect Hilton s values and encourage collaboration.
• Monitor team sentiment through the annual Global Team Member Survey (GTMS) and achieve at least 80% satisfaction on overall experience scores.
• Review feedback regularly and take proactive steps to address areas for improvement.

• Protect Our Organization

• Operational Excellence Drive Centralization

• Operational Excellence Deliver Exceptional Customer Experience

• 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.
• Identify process enhancements and implement solutions to sustain optimal performance.
• Quality Assurance:
• Ensure at least 85% of team members meet their Quality KPIs, including accuracy, timeliness, and compliance.
• Promote accuracy, timeliness, and compliance while fostering continuous improvement and maintaining a strong control environment.

Direct Reports