Senior Associate OTC

MYS - Smith & Nephew Services Sdn Bhd; Kuala Lumpur; Hybrid; MYR 70,000 - 110,000; Full time

Benefits offered by this job

Generous annual bonus

Pension Schemes

Hybrid Working Model

Private Health and Dental plans

Flexible vacation

Job summary

Smith+Neb in Kuala Lumpur is seeking a Collections/OTC professional to manage end-to-end order-to-cash processes. You will contact customers to collect overdue payments, coordinate with internal teams, and support continuous improvements in the OTC workflow.

The role requires English and Bahasa Melayu, at least a couple of years in collections, and a readiness to work in a hybrid setting from Bangsar South, Kuala Lumpur. Generous benefits and annual bonus are highlighted.

Qualifications

• Bachelor's degree or equivalent required.
• Minimum 2 years of collections or cash application experience preferred in an international environment.

Responsibilities

• Contact customers to collect outstanding debt via phone, email or visits.
• Coordinate customer queries with relevant departments for dispute resolution.
• Manage customer administration to help payment of invoices (statements, dunning letters, copies).
• Allocate payments and reconcile customer accounts.
• Negotiate payment plans with customers.
• Own portfolio of low to high complexity accounts.
• Ensure compliance with collections policies and SOPs.
• Support Team Manager with reports, training and process updates.

Skills

English proficiency

Bahasa Melayu

Communication skills

High pressure work

Education

Bachelor's degree or equivalent

Tools

Excel

AX 2009 ERP

Job description

Life Unlimited. At Smith+Neb, we craft and manufacture technology that takes the limits off living. As a key player of the finance operations role in Smith+Neb Finance you will be responsible for the delivery of effective and efficient Order to Cash processes as well as for following the designed control metrics as described in the S+N Finance Order to Cash taxonomy in line with the Group Finance Manual requirements.

Responsibilities

• Contact customers to collect outstanding debt (phone, e-mail, visits). Ensure that payment terms are met and follow up of overdue amounts.
• Coordinate customer's queries with the relevant departments for dispute resolution
• Manage customer administration needs to help them pay the invoices (send account statement, dunning letter, provide invoice copy when required)
• Allocate payments and reconcile customer accounts
• Negotiate payment plans with customers
• Own portfolio of low, medium and high complexity accounts
• Contribute to accurate customer master data
• Follow assigned collections strategy
• Ensure contacts and customer responses are tracked in the system as specified in the SOP
• Report current statistics and flag any potential bad debt risks to Credit Manager
• Refer and escalated unresolved issues to Credit Manager for further action
• Monitor and flag customers approaching or exceeding their credit limits
• Proactively build relationships with the customer, continually seek out ways to improve customer satisfaction, communication & query resolution
• Ensure compliance with collections policies and procedures
• Perform quality checks
• Support Team Manager in running reports, training new joiners, updating operational documents (SOPs, manuals, work instructions)
• Implement process improvements
• Prepare updates on results on request
• Lead daily meetings on request
• Work with OTC tools/ ERP: AX 2009
• Support for peers and their issues with which they are unable to deal with (process issues or situations with customers)
• Cultivate strong collaborative relationships with internal customers, including Sales, Customer Service, and any other departments.

Location: Bangsar South, Kuala Lumpur, Malaysia

Requirements

• Minimum Graduation or equivalent academic qualification required.
• At least 2 years of collections or cash application experience in an international environment (credit knowledge can be an asset).
• Sound overview of end to end OTC operational and financial controls, business processes and reporting. Proven record of process improvements.
• Excel skills on intermediate level.
• Fluent English and Bahasa Melayu (written and spoken).
• Excellent verbal and written communication skills.
• Sound decision making, personal accountability, ability to operate in high pressure and fast paced environment, effective at establishing productive relationships within the business.

Inclusion, Diversity and Equity

Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)

Your Future

• Generous annual bonus and pension Schemes
• Save As You Earn share options

Work/Life Balance

• Flexible Vacation and Time Off
• Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!

Your Wellbeing

• Private Health and Dental plans
• Healthcare Cash Plans
• Income Protection
• Life Assurance and much more

Flexibility

• Hybrid Working Model (For most professional roles)

Training

• Hands-On, Team-Customized, Mentorship

Stay connected by joining our Talent Community. We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer. Smith+Neb is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+Neb a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.