Senior Associate OTC - Greater China

Smith & Nephew; Malaysia; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

Smith+ Nephew in Kuala Lumpur, Malaysia, invites applications for an Order to Cash specialist. The role focuses on collecting debts, coordinating disputes, and reconciling customer accounts within a hybrid work model.

You will engage with Sales, Customer Service and other departments to improve cash flow and reduce disputes. Required are 2+ years in OTC collections or cash applications in an international environment, strong Excel skills, and experience with SAP and AX2012.

Qualifications

• Qualification - Minimum Graduation or equivalent academic qualification required.
• At least 2 years of collections or cash application experience in an international environment.
• 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; SAP & Axapta 2012 experience.
• Fluent English (written and spoken) and Mandarin (written and spoken).
• Excellent verbal and written communication skills; able to work under pressure.

Responsibilities

• Contact customers to collect outstanding debt and ensure timely payment terms.
• Coordinate customer queries with relevant departments for dispute resolution.
• Manage customer administration, send statements, dunning letters, and invoices.
• Allocate payments and reconcile customer accounts; negotiate payment plans.
• Own portfolio of low to high complexity accounts; maintain master data.
• Follow collections strategy and track contacts in the system.
• Report statistics and flag potential bad debts to Credit Manager.
• Support peers and drive process improvements and SOP updates.

Skills

English

Mandarin

Communication

Education

Graduation or equivalent

Tools

SAP

AX2012

Excel

Job description

Job Advert 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 elevate 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: SAP, 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

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 SAP & 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.

Location

Kuala Lumpur, Malaysia

Physical Demands

N/A

Travel Requirements

< 20% You. Unlimited. You. Unlimited.

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/)

We believe in creating the greatest good for society

Our strongest investments are in our people and the patients we serve.

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-Customised, Mentorship.

Stay connected

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Company Overview

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’s 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’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.