Specialist

Role Purpose:

Play the key role of supporting IHG Hotels & Resorts’ global cash flow by managing and recovering outstanding receivables from hotels across multiple regions. Ensure timely collections, resolving billing disputes efficiently, and maintain accurate accounts receivable records. Work closely with hotel finance teams and internal stakeholders to ensure that billed charges are collected on time and accurately. Contribute to improving cash flow, reducing overdue balances, and strengthening financial discipline across the hotels’ portfolio.

Key Accountabilities:

• Manage complex / critical portfolios in accordance with Service Level Agreements. Responsible for the portfolios to include -  a) Effective & regular follow up with customers for outstanding receivables b) All aged (90+) past due items are addressed regularly and escalated c) Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, legal requirement, reviewing collection data and allocating resources as needed d) Proactively inform any customer issues and escalation e) Issues & identified mistakes are not repeated
• Help / Support the Team Leader or Manager in various Reports/ Tracker/Calls /process level key activities, improvement initiatives and drive efficiency to deliver the same on a timely basis
• Need to work in coordination with the team leader to suggest or look at training needs of other new and junior team members. Analyze system reports to ensure accuracy, research and resolve problems; ensure the integrity of assigned system and data.
• Provide guidance & coach new members in investigation, analysis and resolution of customer specific issues.
• Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided.
• Respond to individuals in manner and timeframe promised, or follow up to explain status.
• Assist with daily cash allocation ensuring transactional integrity adhering to consistent departmental policy.
• Ensure all customer records are kept up to date, call logs/conversations and all maintenance processes are documented and filed as agreed.
• Assist with the recovery, certification and reconciliation of the withholding tax transactions in line with IHG policies and procedures.
• Prepare and compile various reports as required for special studies and projects.

Key Metrics:

• Cash Collection Target
• UAC > 30 days should be nil
• 180+ Debt Target
• Deliver on assigned projects
• Process Initiatives 

Education:

Associate Degree or Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.

Experience:

A minimum of 3-4 years progressive work-related experience with demonstrated proficiency and understanding in one or more functions related to the position. 

Technical Skills and Knowledge:

• Demonstrated intermediate level knowledge of PeopleSoft or other enterprise financial systems and Microsoft Office (Outlook, Word, Excel). 
• Demonstrated effective verbal and written English communication skills.
• Demonstrated proficiency in recognizing and resolving problems or inconsistencies in transactions and systems.
• Ability to influence and negotiate resulting in positive customer payment decisions.