ConvaTec is a global medical products and technologies company focused on therapies for the management of chronic conditions, with leading market positions in advanced wound care, ostomy care, continence and critical care, and infusion devices.
Our products provide a range of clinical and economic benefits including infection prevention, protection of at-risk skin, improved patient outcomes and reduced total cost of care.
At ConvaTec, we exist to improve the lives of the people we touch. We are committed to helping people with chronic health conditions lead the life they want giving them more mobility, confidence and freedom.
Our customers depend on our advanced technologies to help reduce potential complications of skin breakdown and infection, and they rely on our products and services to help manage their conditions every day.
Meeting their needs is what motivates us and is a source of tremendous pride for all of us who work at ConvaTec.
Purpose of role
ConvaTec is looking for a full time, permanent Collations Team Leader working out from our Lisbon office.
To reduce receivable open balances and maintain a high level of customer service. The incumbent shall utilize direct management and communication capabilities to lead a team of collectors to resolve disputes and obtain payment commitments.
Team Leader will perform a variety of tasks including the motivation, staff development, and supervision of his / her collectors to ensure superior collections and service skills on every call.
Team Leader is expected to adjust their schedules to meet the demands of the business. They are expected to maintain a positive culture in the department and drive employee engagement.
Key Duties & Responsibilities
To monitor and be the leader to track and decrease delinquent accounts.
To investigate and address customer claims via disputes as second level of support
To work with the OTC Tower Lead to pro-actively manage customer accounts as required by the SLA’s.
To respond to general queries from customers regarding payments as second level of customer support.
To ensure root cause analysis is performed on recurrent customer payment issues.
To notify the OTC Tower Lead regarding cash flow problems or unresponsive customers.
To maintain and ensure team adherence of ConvaTec policies and procedures.
To monitor and maintain KPI for his / her team.
To prepare trackers and assist with starting legal procedures within his / her team
To receive notification of customer bankruptcy, verify obtained information and alert the OTC Tower Lead for further escalation.
To participate in review calls as needed
To locate and monitor overdue accounts and proactively work with the collectors and the account to eliminate the overdue balance.
To confer with customers by telephone to determine reasons for overdue payments
To advise customers of necessary actions and strategies for debt repayment.
To arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
To approve debit / credit notes as required by GoA. Record information about financial status of customers and status of collection efforts.
To flag and required updates ConvaTec policies and work instructions and send to the Tower Lead and the Global Process owner for approval.
To develop and maintain positive, professional relationships with peers, superiors and customers.
Between 6 and 9 team members comprised of Collectors
Key Results Indicators & Measures of success
Customer service - adherence to SLAs and KPI’s
High levels of customer service
Working knowledge of SAP
Emagia / Highradius / AR Collect (preferred)
Working knowledge of Microsoft excel, Access, outlook, BI
Previous experience working in a GBS environment
Experience with managing a team
Confident in dealing with senior members and Directors of the business, both Finance and non-Finance.
Education / Qualifications
Finance qualification or MBA preferred
Portuguese (if not a native speaker) B2
Good communication skills
Good customer service skills
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Additionally, this job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.
ConvaTec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives : ConvaTec is not accepting unsolicited resumes from agencies and / or search firms for this job posting.
Resumes submitted to any ConvaTec employee by a third party agency and / or search firm without a valid written and signed search agreement, will become the sole property of ConvaTec.
No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.