Collections Team Leader

Heineken; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

HEINEKEN Kraków is seeking a Business Leader to drive end-to-end OTC process delivery and lead a high-performing team. You will communicate strategy, align team goals with Kraków priorities, and ensure service objectives meet quality standards.

You will own SLA/KPI reporting, develop process documentation, coach staff, and drive continuous improvements while managing costs and resources in a hybrid work setting.

Qualifications

• 1-3 years of leadership experience and 4 years of operational process experience.
• Bachelors or Master’s degree in Finance or Accounting.
• Engagement and drive for results.

Responsibilities

• Communicating company strategy to the team and individuals.
• Setting team strategy aligned with Kraków priorities and process delivery.
• Delivering process objectives with quality and service standards.
• Owning end-to-end process and service delivery, including GBO components.
• Resolving operational issues and driving preventive actions.
• Preparing and analyzing SLA/KPI reports with root-cause analysis.
• Maintaining up-to-date process documentation.
• Participating in operational meetings to discuss performance and collaboration.
• Planning resources, recruiting, and onboarding new colleagues.
• Setting SMART objectives and fostering collaboration across OpCo and GBO.
• Managing costs (OT, travel, rewards, holidays) and proposing efficiency changes.
• Providing coaching and mentoring to team members.

Skills

Team leadership

Process improvement

Operational delivery

SLA/KPI reporting

Coaching & mentoring

Budgeting & cost management

Resource planning

Change management

Education

Bachelor's or Master's in Finance or Accounting

Job description

At HEINEKEN Kraków (Heineken Business Services Poland)our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN. We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.

Your responsibilities would include:

As Business Leader:

• understanding and being able to communicate company strategy to team and individuals
• establishing team strategy aligned with process and HEINEKEN Krakow high levelstrategy and priorities
• executing the process delivery with expected service objectives and quality
• taking ownership for end-to-end process and service delivery including part of theprocess delivered by GBO
• solving operational issues and acting prevent it in future
• preparing and analysing SLA/KPI reports with root cause analysis
• ensuring complete and up to date process documentation
• actively attending the relevant operational meetings to discuss performance, issues, collaboration
• preparing and participating in business visits as per the agreed plan with SM
• fostering business partnership and aligning the communication standards with OpCo,GBO
• ensuring that effective controls are executed, monthly control reports are delivered
• proactively raising any issue on design or execution of controls and proposingchanges to make controls effective and efficient
• making conscious decision regarding team’s costs (OT, travels, R&R, unused holidays, band mix)
• bringing constructive, challenging ideas to drive Process standardization and takingownership of the agreed actions.
• planning resources for the team, recruiting right people, on-boarding them in the new role
• setting & describing SMART team and individuals objectives linked to HEINEKENGlobal and HEINEKEN Krakow vison & strategy
• planning individual’s and team tasks over time
• providing ongoing, regular 1-2-1 feedback to team members on their performanceand development
• handling underperformance timely and effectively and recognizing good performance and rewarding best people
• assisting to create SMART development plans based on 70/20/10 approach
• planning succession, developing best people in the pipeline for leaders or experts
• providing regular coaching and mentoring to team members
• breaking the communication silos and fostering team collaboration
• effectively managing changes in the team.

You are a good candidate if you have:

• 1-3 years of relevant professional experience as leader and 4 years of operational experience in the process
• Bachelors or Master’s degree in Finance or Accounting
• engagement and drive for results.

You are a perfect match if you have:

• end-to-end OTC process knowledge
• proven experience in driving process improvements, implementing operational standards, and leading automation initiatives.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them tospeak up . Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

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