Claims Management Team Leader
Velha, a, Linda, Lisboa, Portugal; Portugal
há 3 dias


NBS Claims Management Team Leader Passion, Reliability, Improvement, Discipline, Excellence PRIDE NBS Center : Lisbon, Portugal.

Nestlé Business Excellence (NBE) was been created in 2014 to lead a major transformation in the Nestlé Group, which aims at providing fuel for growth through the optimization of End-

to-End (E2E) flows, the delivery of best in class business services and the support to demand focused organizations. NBE has three goals : To simplify what can be simplified, standardize what can be standardized and share what can be shared at the highest possible level.

Nestlé Global Business Services (NGBS) is, within NBE, the structure that ensures an integrated service delivery model for Centers of Scale and Centers of Competence, and will hence be at the heart of company changes.

Do you want to contribute to the transformation of the function and to success? Are you interested to join a highly dynamic team passionate by the development of world class business services?

For our NBS Order to Cash Department, located within Nestlé Business Service (NBS) Center, Lisbon, Portugal, we are currently looking for a : Claims Management Team Leader Key responsibilities :

  • Responsible for leading the Claims Management team and in collaboration with the Stakeholders;
  • Strategize effective Claims Management activities that will contribute to the improvement;
  • Drives towards excellence in O2C by ensuring Global Standards are implemented and business / internal controls are in place;
  • Monitors the efficiency of the operations and coordinates execution of Lean / Continuous Improvement initiatives;
  • Ensure Total Service Quality levels to the Stakeholders, adhering to E2E standardisation;
  • Ensure the Team for the reception, registering, assignment and categorization of all customer Claims and Deductions raised by customers and / or internally;
  • Manage the team to get the claims and deduction resolution through collaboration with Sales, MSSU / CFSC, Finance, Marketing, Physical Logistics and Supply Chain;
  • Responsible for the management and resolution of Over and Under deliveries cases including the interactions with Physical Logistics and other E2E functions when needed;
  • Supervise implementation and execution of team’s daily activities and functions in team;
  • Ensure Global and E2E compliance for activities performed in team;
  • Monitor, perform and execute the performance Service Level Agreements (SLA’s) and indicators of services (KPI's);
  • Analyse periodic reports;
  • Drive action plans to correct deviations in services and ensure process improvement;
  • Identify and leads the resolution of the issues in team that affects the performance or services given;
  • Perform Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
  • Leads the team in establishing and accomplishing objectives as aligned with the stream priorities;
  • Evaluates team performance and conducts regular appraisals;
  • Education and experience :

  • Degree in Accounting, Finance, Economics or similar;
  • Relevant work experience (3+ years) in in Order to Cash / Claims and Deductions Management;
  • Strong computer skills, including SAP and Microsoft Office applications (Word, PowerPoint, Excel);
  • Proficiency in English;
  • Demonstrated ability to develop and lead a team;
  • Able to propose and implement improvements in procedures;
  • Strong problem solving and analytical skills;
  • Strong customer focused attitude with a commitment to quality and result focus.
  • Show us that you have excellent organization skills and follow-up skills, details oriented, that you are able to deliver results under tight timelines.

    You need to live and model the Nestlé Leadership Behaviours, be adaptable and open-minded, have respect for Standards, be decisive, be comfortable with ambiguity, emphatic and good interpersonal skills.

    For further insight on our culture, values and principles, please read our Nestlé Corporate Business Principles on www.nestle.

    comThe Nestlé Group is the World’s leading Nutrition, Health and Wellness Company with 89,5 billion Swiss Francs in sales in 2016, more than 328,000 employees worldwide and 418 factories in more than 86 countries.

    We offer an attractive and dynamic international working environment with constant opportunities for development, reflecting our conviction that people are our most important asset.

    Learn more about our Group and reasons to join us on

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