Key Account Manager
hace 1 mes
About the Role
We are seeking a highly skilled Team Lead O2C Collections to join our team at Pfizer. As a key member of our operations team, you will be responsible for overseeing the successful execution of day-to-day operations, ensuring activities such as customer collections, dunning, customer account management, query, and dispute management are performed to a high standard of operational excellence.
Key Responsibilities
- Responsible for the successful execution of day-to-day operations, ensuring activities such as customer collections, dunning, customer account management, query, and dispute management are performed to a high standard of operational excellence.
- Right size and manage workload across team members. Effectively communicate to team members and management with regards to work tasks and deadlines.
- Ensure the appropriate oversight and measurement of activities through standard operational performance reporting to ensure identified performance targets including internal and external benchmarks are achieved, identifying recommendations for action and improvement.
- Ensure escalations are managed and resolved in a timely manner, ensuring appropriate management oversight where necessary.
- Manage the BPO relationship with Genpact to ensure a high standard of operational performance across supported markets and alignment with process objectives and strategy.
- Ensure work instructions, training documentation, and other process-related documents are maintained and updated in a timely manner.
- Support the delivery of E2E value realization initiatives, including the optimization of processes through standardization, process improvement, and technology.
- Provide support to the Collections Manager in the execution of day-to-day operations and delegated activities.
- Manages the performance and development of colleagues to build a high-performing and engaged team. Provide direction, training, and motivation necessary to secure their optimum commitment, competence, and engagement.
- Coach and develop team members on technical and business issues, ensuring effective and efficient use of resources and competencies, strengthening the team's credibility as a business partner.
Requirements
- Degree in Finance or Economics or Accounting preferred.
- Minimum 3 years' experience in Accounts Receivable and/or other Order to Cash related experience required.
- Demonstrated experience in managing teams and team performance, including objective setting, colleague development, S1/S2 performance reviews, and talent planning.
- Ability to lead and motivate others without express authority.
- Demonstrated ability to grow and develop colleagues.
- Demonstrated self-starter with the ability to manage projects, set objectives, and execute work plans.
- Strong verbal and written communication skills.
- Business English language skills (written and verbal) required.
- Strong business acumen and professionalism with the ability to interface effectively with all levels of management and operations colleagues in all applicable Pfizer Finance and business functional areas.
- Experience with financial shared services preferred.
Technical Skills Requirements
- Proficiency in PC skills (MS Excel, Word, PowerPoint, Teams) required.
- Ability to analyze movements/changes in data outputs in the context of customer/ledger performance.
- SAP ERP system experience preferred, including FSCM Collections Mgt and Dispute Mgt.
- Strong understanding of O2C control performance and related SOPs.
Work Location Assignment: Flexible
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