OTC Process Owner

JOB SUMMARY

The OTC Process Owner / Tower Lead (Director) holds a pivotal leadership role within the Greater China Finance Governance Team for Project Lotus. This position is responsible for the overall corporate governance, compliance, and operational excellence of the end-to-end ⁠Order-to-Cash⁠ lifecycle across Chinese Mainland Managed properties.

The role balances the regional enforcement of ⁠OTC⁠ process standardization and accounting compliance across these properties with strict corporate oversight of the designated BPO vendor to drive finance centralization, continuously improve operational efficiency, ensure consistent execution of SLAs, and enable seamless financial operations across the enterprise.

This position is based in Shanghai

CANDIDATE PROFILE 

Knowledge and Skills

• Years of Experience: Minimum of 10-15 years of comprehensive financial operations experience, including experience as a senior finance leader in the hospitality industry or within Finance Shared Services, with at least 3 years leading ⁠OTC⁠ or Shared Services (SSC/BPO) functions at a leadership/director level.

• SME Knowledge: Comprehensive operational understanding and hands-on end-to-end experience managing ⁠Order-to-Cash, including cash application, deductions, customer master data, and accounts receivable reconciliations.

• Vendor & Multi-Property Governance: Proven track record in managing, auditing, and governing third-party BPO vendors or managed service models. Ability to oversee multiple regional initiatives and property tracks while maintaining top-tier corporate service quality.

• Financial Planning & Cost Control: Strong knowledge of budgeting, cost management, and financial planning to ensure BPO service delivery aligns strictly with Marriott's corporate financial goals and cost-optimization strategies.

Minimum Job Specifications

• Ability to travel approximately 50%. 

• Excellent English skills.

CORE WORK ACTIVITIES 

• BPO Vendor Governance & Service Delivery Oversight 

  • Vendor Service Governance & SLA Oversight: Act as the primary corporate governance point to monitor, evaluate, and challenge the BPO vendor’s daily ⁠OTC⁠ service delivery and performance, ensuring alignment with MI standards and SLA.

  • Performance & Metrics Accountability: Audit and review critical performance metrics, tracking CPIs and KPIs regarding ⁠general accounting, fixed assets, intercompany transactions, account reconciliations, month-end closing timelines, and financial reporting accuracy⁠ to ensure the BPO vendor meets or exceeds corporate expectations.

  • Escalation Resolution: Take corporate ownership of critical operational incidents, lead cross-functional resolution teams, ensure effective communication and timely issue resolution between BPO teams and hotel property finance teams.

• Stakeholder Relationship & Governance

  • Relationship Management: Govern and maintain strong relationships with internal clients and key business partners (including BPO vendor, hotel properties, owners, and regional finance leaders) by proactively addressing operational business requests.

  • Complaint Resolution & Mediation: Lead the corporate mediation and governance for complex business complaints, ensuring the BPO vendor systematically addresses root causes and maintains high service satisfaction across hotel properties.

• Technology & Data Governance

  • Standards Enforcement: Govern the collaboration with technical and cross-functional teams to enforce corporate compliance on technology, data, and control standards across the ⁠entire Order-to-Cash⁠ ecosystem.

  • Analytics Oversight: Supervise and audit how the BPO vendor leverages tools and available analytics to ensure they effectively drive and optimize regional process performance.

• Controls & Risk Compliance

  • Framework Embedding: Oversee the embedding of compliance considerations into process governance, enhancement, and day-to-day oversight within the complex enterprise environment.

  • Revenue & Credit Risk Compliance⁠: Ensure the BPO vendor strictly executes ⁠cash application matching and aging AR tracking frameworks⁠ to eliminate credit risks, financial leakage, and compliance vulnerabilities.

COMPETENCIES AND SKILLS 

• Critical Thinking & Problem Solving: Strong analytical and critical thinking skills to identify complex system/process issues, evaluate root causes, implement effective solutions, and make timely decisions to mitigate operational risks.

• Bilingual Executive Communication & Stakeholder Management Skills: Exceptional interpersonal, bilingual communication (fluent English and Mandarin), and stakeholder management skills. Ability to understand business requirements, manage property expectations, and ensure stakeholder satisfaction across the enterprise.

• Direction & Collaboration: Proven leadership skills to provide clear strategic direction, delegate effectively, and foster collaboration and teamwork between corporate functions, property finance teams, and BPO personnel.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.