Senior Associate - OTC

Life. Unlimited.

At Smith+Nephew we design and manufacture technology that takes the limits off living.

Join our Credit & Collections team in Wrocław, Poland and play a key role in delivering a seamless employee experience.

As a key player of the finance operations role in Smith+Nephew you will be responsible for shaping the Disputes Centre of Excellence. Your main area will be effective and efficient dispute process delivery in line with Delegated Authority Matrix and Group Finance Manual requirements.

What will you be doing?

Timely resolution of customer disputes.

Ensuring the resolution is supported by available documentation.

Contact customers to ensure the dispute resolution is communicated and supported by the documentation.

Coordinate customer queries with the relevant departments.

Analysis of disputes root causes, proposing root cause resolution and coordinating the fixes with relevant departments.

Ensure the dispute reasons are permanently resolved.

Contribute to accurate customer master data.

Ensure dispute resolution and customer responses are tracked in the system.

Report current statistics and flag any potential risks.

Refer and escalate unresolved issues to manager of relevant departments for further action.

Support other team members in root cause analysis and escalation process.

Support other team members with process issues or situations with customers.

Proactively build relationships with the customer, continually seek out ways to improve customer satisfaction, communication and query resolution.

Ensure compliance with policies and procedures.

Perform quality checks.

Deliver process trainings on request.

Build and maintain operational documents (SOPs, manuals, work instructions).

Implement process improvements.

Prepare updates of results on request.

Work with OTC tools: SAP, Getpaid, ESKER, EDI, HighRadius.

Cultivate strong collaborative relationships with internal customers, including Sales, Customer Service, and any other departments.