Petra Szappanos

I lead a team of six within the Hungarian SSC, overseeing cash collection and cash application activities across eight EMEA countries and ensuring consistent delivery against defined KPIs and SLAs. I have strengthened AR performance by implementing structured KPI frameworks, standardizing month-end close processes, and driving continuous improvement initiatives, including CI Lean projects to enhance efficiency and control. I have successfully supported market transitions into the SSC model, ensuring smooth knowledge transfer, process alignment, and service continuity. In my leadership role, I conduct performance reviews, manage recruitment and onboarding, and implement cross-training frameworks to build a resilient, high-performing team capable of meeting regional business demands.

As AR EMEA Regional Coordinator, I supported the cash and collections function across the EMEA region in close collaboration with a dedicated team of five, overseeing regional AR operations and performance. I was responsible for driving process standardisation and implementation of best practices, ensuring alignment with global finance strategies and internal controls. I partnered with regional teams and key stakeholders to enhance operational efficiency, improve collection effectiveness, and support timely cash application. I also contributed to continuous improvement initiatives aimed at strengthening cash flow, compliance, and overall financial performance.

I delivered end-to-end collection management services for the UK entity by reviewing AR ageing reports, performing structured collection and dunning activities, and managing escalations to ensure timely cash recovery. I handled dispute and claim management by qualifying, creating, and resolving cases within scope, proactively addressing operational issues and ensuring compliance with global policies. I contributed to collection strategy reviews by analysing portfolio performance, identifying risks, and supporting customer-focused resolution approaches. Additionally, I actively participated in continuous improvement and automation initiatives, developed expert knowledge of in-scope processes and markets, and provided guidance and informal coaching to junior team members to strengthen team capability and performance.

Oversaw the management of client accounts receivables and credit lines through strategic debt collection initiatives for the UK market. Directed proactive communication with customers regarding overdue payments, primarily through phone outreach.
Reviewed aging reports and took initiative to arrange payment for past-due balances via customer calls. Managed the sending of balance information statements and invoice copies to clients for clarity. Monitored payment statuses on customer invoices and provided resolutions to account-related inquiries. Advised clients on effective debt repayment strategies based on their financial assessments. Documented clients' financial statuses and collection efforts to maintain accurate records. Resolved customer complaints to enhance service quality and client satisfaction. Performed routine accounting reconciliations and ensured timely follow-ups with customers on unpaid invoices.

As Shift Leader / Supervisor, I managed daily team operations within luxury hotel environments in London, including The Savoy, The Connaught, and Le Méridien, working primarily within back-of-house departments such as Butler’s Services and In-Room Dining. I was responsible for organising workloads, prioritising tasks, and ensuring the consistent delivery of exceptional service standards while maintaining operational efficiency and cost control. I supervised and motivated teams on shift, handled guest complaints and VIP requests as the first point of contact, and ensured timely resolution of daily operational issues. I also monitored sales performance, prepared operational reports, supported management meetings, and contributed to service improvement initiatives. In addition, I delivered hands-on training and development, maintained strong cross-departmental relationships, and ensured teams were fully supported to meet service, revenue, and guest satisfaction objectives.

Completed an 18-month rotational Management Training Programme as part of my university studies within a five-star luxury hotel environment, gaining comprehensive exposure to core operational departments. I developed a strong understanding of overall hotel operations with a particular focus on Food and Beverage, supporting service delivery in high-standard, guest-centric settings. The programme provided hands-on experience in daily operations, service excellence standards, and cross-functional collaboration within a large-scale hospitality environment.