Mgr FARM (Customer Process & Support)

Role Purpose

Handling the team of Collections Associates & TL/AMs, serving as liaison with Corporate executives, legal and hotel owners, actively maximize cash-flow opportunities through the effective credit control, cash collection and timely query resolution on a portfolio of assigned customer accounts, Manage mid to executive level reporting. Assist with daily activities and third level escalations. Credit activities include cash allocation, account reconciliation and agreement of balances with customers. Ensure that the integrity of all work and interactions with customers are completed in accordance with IHG policy and procedures and compliant with Sarbanes Oxley legislation.

Key Accountabilities

• Assist with complex dealings and default processes, group negotiations, distressed properties, hotels where the finance team interacts with opposing counsel, high visibility owners, and executive-level escalations.
• Responsible for review of team operations, specialized transactions, and service quality.
• Direct and oversee the centralized regional collection process to maximize cash flow and minimize bad debt while maintaining customer relations.
• Direct and oversee the regional centralized billing and cash receipt process and the production of On-Line invoices and statements to ensure integrity, timeliness and accuracy.
• Direct preparation and review of work-papers for internal / external auditors.
• Demonstrate expertise in assessing and responding to contractual, financial/accounting transactions, informational and customer service needs.
• Define, implement and monitor standards and policies to ensure adherence to GAAP, IFRS, agreed global procedures, regional business requirements, statutory governmental regulations, and SOX requirements to minimize liability and risk.
• Coach and develop team members: hire, fire, assess, discipline, document performance, and recommend salary and classification changes.
• Direct process to ensure proper controls are in place for the team and direct efforts to ensure team productivity is measured, scored and communicated according to standards. Oversee resolution of discrepancies and advanced systems issues.
• Maintain appropriate records suitable for research and internal or external audit
• To ensure regional process conforms to the global model
• Actively manage the business continuity and disaster recovery plans for the regional process.

Key Skills & Experiences

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 8-10 years progressive work-related experience with demonstrated proficiency and understanding in one or more functions related to the position.

Technical Skills and Knowledge:

• Demonstrated team handling skills.
• Demonstrated intermediate level knowledge of PeopleSoft or other enterprise financial systems and Microsoft Office (Outlook, Word, Excel).
• Demonstrated effective verbal and written English language 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. - Bilingual (Spanish/Portuguese) a plus.