Specialist Language BSC (Japanese)

Role Purpose

The primary responsibility of this role is to provide active support to a group of owned / managed hotels in maintaining hotels’ Accounts Receivable, Income Audit, along with maximizing cash-flow opportunities through the effective credit control, cash collection and timely query resolution for assigned customers’ accounts. Such activities include cash application, accounts reconciliation and agreement of balances with customers. The job includes setting up new customer accounts, credit reference check, revision of credit limits etc. Ensure that the integrity of all work and interactions with customers are completed with full accuracy and as per agreed SLA and procedures.

Key Accountabilities

Manage hotels Accounts Receivable and Income Audit with full accuracy in accordance with Service Level Agreements. Responsibilities include but not limited to - a) Effective & regular follow up with customers for outstanding receivables b) All aged (60+) items are addressed regularly and escalated c) Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, d) Proactively inform any customer issues and escalation e) Issues & identified mistakes are not repeated f) Ensuring related compliance and governance tasks are performed in a timely manner

Provide language support in translating the contents from local language to English and vice-versa. Regular interaction with customers and business teams in local / English language. Attend and lead calls in local /English language with customers and business stakeholders.

Setup of New Customer’s accounts, Credit Reference check and revision of Credit limits. Reviewing payment remittance and cash application in system. Process customer refunds.

Regular interaction with hotels and business teams along with managing Credit Review Meetings

Independently handling and resolving process related issues.

Help / Support the Team Leader or Manager in various Reports/ Tracker/Calls /process level key activities, improvement initiatives, automation 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.

Assist with daily cash application ensuring transactional integrity adhering to consistent departmental policy.

Ensure all customer records are kept up to date, conversations and all maintenance processes are documented and filed as agreed.

Regular interaction with various teams across functions

Provide full support in managing all audit queries on time-to-time basis.

Key Metrics

Cash Collection Target

Unallocated Cash > 30 days should be nil

Daily delivery of Income Audit Tasks for effective compliance and governance

Process automation initiatives

Daily delivery of Income Audit Tasks for effective compliance and governance

Key Shared Accountabilities

Regular interaction with hotels and business teams for thorough process updates and for the purpose of continuous improvement of all areas in scope in compliance with specific Service Level Agreements.

Regular interaction with other teams across functions

Works with Hotel General Managers, Controllers and Owners.

Technical Skills and Knowledge

Demonstrated intermediate level knowledge of PeopleSoft or other enterprise financial systems and Microsoft Office (Outlook, Word, Excel).

Demonstrated effective verbal, reading and written English and Foreign 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.

This position has impact regarding the prioritization of work and for identifying opportunities for improvement.

Qualification

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

Experience

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

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