Senior Associate OTC – Greater China

MYS - Smith & Nephew Services Sdn Bhd; Kuala Lumpur; Hybrid; MYR 47,000 - 84,000; Full time

Benefits offered by this job

Private health and dental plans

Healthcare cash plans

Life assurance

Job summary

Smith+Nephew plc in Kuala Lumpur is seeking a Finance Order to Cash specialist focused on collections and cash application. You will manage a portfolio of accounts, drive timely collections, and ensure compliance with OTC processes.

The role collaborates with Sales, Customer Service, and Finance to resolve disputes and improve cash flow. You will work in a hybrid setup, leveraging AX2012 and ERP tools to maintain data accuracy and monitor performance metrics.

Qualifications

• Minimum 2 years of collections or cash application experience in an international environment.
• Sound knowledge of end-to-end OTC operations, controls, and reporting.
• Excel on an intermediate level (vlookups/pivots).
• Axapta 2012 experience required.

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 facilitate payments (statements, dunning letters).
• Allocate payments and reconcile customer accounts, negotiate payment plans.
• Own portfolio of low/medium/high complexity accounts and monitor credit limits.
• Maintain accurate customer master data and report statistics to the Credit Manager.

Skills

Fluent English

Fluent Mandarin

Communication skills

Decision making

Accountability

Working under pressure

Education

Graduation or equivalent

Tools

AX 2012

Job description

Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living. As a key player of the finance operations role in Smith+Nephew 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 escalate 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 repots, 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: AX2012
• 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: Kuala Lumpur, Malaysia

Requirements

• Qualification - 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 Axapta 2012 experience
• Competences: Fluent English (written and spoken) Fluent Mandarin (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.
• Physical Demands: N/A
• Travel Requirements: < 20%

Your Future

• You. Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
• 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 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+Nephew 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\u2019s our people who make Smith+Nephew a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it\u2019s 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\u2019re 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.