Job Description

About us

IHG is one of the world’s leading hotel companies, promising to provide True Hospitality for everyone; making you feel welcome and cared for, recognized and respected, wherever you are in the world. Strong future plans and recent successes, especially across the luxury space is what has made us stand out from the crowd.
Join us and not only can you benefit from the world of variety and opportunity, you can also look forward to being part of a company that will appreciate you for simply being you. At IHG we celebrate our differences, and we believe everyone has something unique to bring to each team.
IHG is an equal opportunity employer, employing people based solely on their skills and qualifications. Discrimination based on race, colour, ethnic or national origin, gender, age, religion, sexual orientation, marital status, disability or any protected category is banned in our policies.
At IHG, we understand the importance of operating responsibly and sustainably – it is absolutely core to our business and culture. In recent years, we have made important progress in targeting operational, people-led and environmental issues most material to us and our stakeholders, broadening our focus and our impact as part of our promise to provide True Hospitality for Good. We are proud of our progress on what is a journey towards making an increasingly positive difference to our people, communities and the world around us.
Your day to day
Key Accountabilities

• Supervise incoming inquires regarding AP, AR, billing, collections, financial systems and information technology. Ensures inquiries are responded to within SLA guidelines; providing help desk support
• Review every day Metric reports to see the performance of the team members. Identify where the gaps are.
• Manage the Security team. Insure that all audits meet Sox requirements.
• To ensure all key tasks are documented and regularly reviewed for accuracy.
• Ensure the delivery of the task schedule and escalate any issues.
• Works on audit requirements from time to time and provide accurate and timely information to the auditors.
• Give consistent customer service delivery. Build customer confidence in the level of service provided. Meet the ongoing needs and expectations of our customers
• Identify customer service problems and escalate to Service Delivery Manager – CPS
• Manage the team resource as appropriate to ensure all key tasks are covered during absence and holiday.
• Escalation of incidents that could become high priority, business risk or exceed SLA
• Carry out regular quality audits to monitor the level of customer service being provided
• Ensure customers are regularly updated on the progress of their incidents
• Produce statistics as required to support the Global CPS strategy, daily, weekly and monthly with written commentary.
• Works on driving Process improvements in the process and efficiency in the ways of working.
• Maintain a consistent, high quality customer-focused orientation. 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. Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.
• Supervise day to day operations and assignments of a subordinate staff, plan and organize work, and assist management in implementing functional goals and objectives. Communicate goals and objectives to subordinate staff members, and assign/prioritize work in keeping with employee skill levels, workloads and completion timeframes. Advise staff on formal policies and procedures, identifying options and resolving issues. Monitor progress and productivity of staff, and resolve any problems encountered in daily work assignments. Recommends and/or initiates salary, disciplinary, or other staffing related actions in accordance with company rules and policies. Monitor and approve staff leave while maintaining sufficient work coverage. Alert management of potentially serious issues.
• Have a Back up plan ready all the time. Work on subordinate development.
• Ensure procedure documents are reviewed quarterly and updated if required
• Do regular one on one's with the team members to update them on their performance and provide proper feedback for their over all learning
• Do regular Process Knowledge tests and assessments to check the knowledge of the team members.

What we need from you
Required Education, Experience, Technical Skills and Knowledge Education –
B Commerce Graduate or Post Graduate Experience –
36 to 72 months of work experience preferred in the relevant domain
Deadline driven Technical Skills and Knowledge –

• Excellent Communication Skills
• Knowledge of Microsoft Office
• Customer service environment / focus
• People Management skills
• Positive attitude and High levels of energy
• Should be a go getter
• Worked within an incident tracking environment
• Deadline driven
• Accounting/Processing Background using ERP system

What we offer

At IHG we give our colleagues greater flexibility and balance – working in a more hybrid way, blending remote and office working. We like to believe we offer a unique culture, where there’s inclusivity yet room to be yourself. When hard work pays off, it’s positive to know you’re appreciated.
Alongside our great working environment, we’ll offer you a strong competitive Pay. As an equal opportunity employer, IHG is committed to providing a working culture that values diversity and inclusion and is committed to making reasonable adjustments to provide a barrier-free recruitment process.
Job Reference: EMEAA36201