Team Lead OTC Hilton Hotels

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: Leverage feedback from hotels to enhance service quality, responsiveness, and customer experience.
• 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: Implement and maintain the CoE Compliance Framework for your assigned tower and one peer tower. Track CSA audit points using MS Lists, ensuring timely resolution and achieving at least 50% closure by year-end. Support the publication of the framework by end of Q1 and proactively mitigate compliance risks to safeguard organizational integrity.
• Operational Excellence Drive Centralization: Lead OTC centralization initiatives to improve efficiency and standardization, delivering multiple key projects.
• Operational Excellence Deliver Exceptional Customer Experience: Champion Hilton s Customer Promise by driving service excellence across OTC processes and towers. Monitor quarterly Hotel Satisfaction Survey results, focusing on Performance, Communication, Problem-Solving, and Teamwork. Improve overall satisfaction score by at least 1 point year-on-year by addressing feedback and implementing targeted improvements to enhance hotel 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

This role has 3 direct reports.