Team Manager O2C-Collections(US Shift)

Role Overview:

Smith+Nephew,

Team Manager O2C

Supervise a staff of collectors who perform similar duties to meet collection objectives. Mentor and develop staff to increase monthly collection results. Responsible for collecting receivables.

The role will require coordinating weekly and monthly meetings with the collections team, other departments as required.

Manage and customize online collections system which provides documenting, scheduling, tracking and trends of daily activities.

Support representatives in problem solving and address escalated internal and external customer's issues in a timely manner.

Drives continuous improvement of daily operations and manages change effectively. Create, propose or participate in the elaboration of KPI's and Dashboards to key business stakeholders or for the unit itself. The role requires creating, updating policies and SOP. Maintain excellent service levels. The role also requires a strong analytical person, deadline driven, detail oriented, self-motivated, and able to multitask and complete multiple deliverables. Supports manager on any assigned duties related to the field and company projects

What will you be doing?

• Manage the team to focus on strategic resolution, taking into consideration disputes values or count where the highest value resides. Meeting with collectors, customers and sales as needed, to achieve company goals
• Meet with direct reports and other leaders to understand workloads, achievements and opportunities, assist and overcome obstacles. This is as a complement of the follow-up duties
• Analyse, build, share data to coordinate actions and strategies
• Provide Coaching, development, and support to direct reports. Develop, coordinate and deliver key dashboards / standardized reporting via Power BI.
• Perform administrative duties.

What Youll Need to Be Successful:

• Minimum

  7+ years of relevant experience

  in

  Credit & Collections

  .
• Proven 3+ years of

  experience in

  team management

  &leading teams of

  6 or more members

  .

Core Competencies:

• Leadership:

  Monitors performance, enforces processes, and ensures timely issue resolution.

• Analytical & Technical Expertise:

  Demonstrates strong business acumen and provides insights and direction in complex areas through expertise in databases, data management, analytics, and visualization.

• Results-Oriented:

  Consistently delivers on commitments and drives measurable, impactful results.

• Communication & Influencing:

  Clearly conveys complex information (verbal and written) and engages stakeholders to achieve understanding, consensus, and action.

• People Management:

  Provides continuous coaching, mentoring, and development to enhance team performance and professional growth.

• Teamwork:

  Fosters collaboration across functions, divisions, and locations to achieve shared goals.

• Client Focus:

  Applies problem-solving and decision-making skills to deliver exceptional client satisfaction.

• Technical Knowledge:

  Proficient in MS Office, Power BI, Cloud Database, and Workday, with preferred experience in GetPaid, HighRadius, and SAP, and familiarity with bank online portals.

• Skill Requirements:

  Possesses a strong understanding of Financial Control and Compliance, with hands-on experience in month-end collection activities. Demonstrates excellent

  negotiation skills

  to recommend and finalize payment arrangements, along with exposure to credit card transaction processing

  .

• Operational Excellence:

  Focused on continuous improvement and process optimization & Strong time management and prioritization abilities.

• Communication:

  Excellent oral and written communication skills to share insights across all business levels & Proven ability to build and maintain strong customer relationships.

• Behavioural Competencies:

  Demonstrates strong leadership effectiveness under pressure and in deadline-driven environments, maintaining a positive attitude and resilience in the face of challenges. Builds cross-functional relationships and fosters collaboration, while applying effective questioning, communication, and influencing skills to drive alignment, problem-solving, and continuous improvement.

• Travel Requirements:

  Less than

  5%

  .