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Global Process Lead – Claims & Disputes page is loaded

Apply locations: Barcelona | Time type: Full time | Posted on: Posted 6 Days Ago | End Date: May 30, 2025 (23 days left to apply) | Job requisition id: R2797292

The Requests, Claims and Disputes Global Process Lead acts as the domain's gatekeeper, working closely with other Global Process Leads, local teams, and hub teams. As a key member of the Service Line governance, you will define and monitor KPIs to drive excellence.

This role emphasizes continuous simplification through process automation and standardization, utilizing advanced technologies and innovation such as SaaS, AI, Business Process Modeling, and Process Mining.

• Ensure consistent adoption of optimized processes across all regions and business units.
• Continuously enhance process efficiency, promote best practices, and foster a performance-driven mindset.
• Improve user experience while maintaining compliance.
• Support core model implementation and change management, especially in regional hubs.
• Leverage digital technologies (e.g., Salesforce & S4/HANA) to automate daily activities related to requests, claims, and disputes.

• Lead global projects aimed at improving process efficiency and effectiveness.
• Manage a portfolio of continuous improvement initiatives across regions and global delivery centers.

• Manage specific processes within the O2C Core Model related to Claims & Dispute Management.
• Handle claims and requests via various communication channels.
• Register, document, and assign claims following the global classification matrix.
• Oversee disputes and deductions, ensuring communication to CI2C.
• Design, maintain, and improve Core Model processes in collaboration with Regional Continuous Improvement Leads.
• Review and approve/reject exceptions and change requests to the Core Model.
• Maintain comprehensive documentation of processes at all levels.

• Monitor external markets for innovative ideas and solutions.
• Propose next-generation processes and solutions.
• Select and implement relevant technologies to boost automation and outcomes.

• Deliver cross-regional projects, especially technology implementations.
• Develop business cases for relevant projects, including impact on iO2C P&L.
• Support projects of neighboring functions affecting the Service Line.
• Lead the Global Projects Steering Committee and guide project teams.

• Proactively manage relationships with neighboring functions.
• Ensure understanding of O2C Core Model components for effective implementation.
• Build strong relationships with regional heads and global delivery centers.
• Collaborate with Business Operations teams to maximize project success.
• Provide process expertise to Global Delivery Centers and Regions.
• Share best practices with iO2C peers in other companies.

• 10-15 years of process expertise in Order to Cash, especially claims & disputes management.
• Deep understanding of O2C end-to-end processes and interdependencies.
• Knowledge of O2C KPIs like resolution lead time, automation, DSO, and overdues.
• Experience in a Global Business Services environment (preferred).
• Familiarity with digital solutions and new technologies (Salesforce, AI, Virtual agents, SAP).

• Strong analytical skills and ability to redefine processes.
• Excellent project management skills, including business case development and execution.
• Effective cross-cultural collaboration skills.
• Advanced communication skills, capable of engaging at the executive level.
• Change management expertise with problem-solving and prioritization skills.
• Languages: Fluency in English mandatory; French or other European languages desirable.

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