As PTP Team Lead, you will ensure that best practice policies and procedures are in place and will continuously examine the way things are working to ensure that creative solutions are applied and efficiencies obtained wherever possible. The purpose of this role is to manage the P2P team, develop an effective communication process interface between the team and the Manager. This role’s primary function is to monitor, analyse and improve all key metrics as determined in the SLAs/targets.

responsibilities

• Documenting, implementing, maintaining all training documents, policies & procedures
• Alerting all escalations in a timely manner to the relevant stake holders
• Team support in all areas of the operation (Recruitment, Coaching, Mentoring & Training)
• Work as a full back up for the local manager
• Maintaining close communications with the Regional Financial Controllers in the respective areas of the business
• Driving team performance in line with SLA’s
• Administrative tasks like local reporting, dunning reviews etc
• Business Contingency Planning
• Areas of focus – document processing, MEC activities, CRC
• Month end SLA’s & KPI’s – achieving and exceeding these on a monthly basis including Implementing “Best Practice” policy across the team.
• Negotiating Payments Plans, Solutions & Reconciliations with Risk Assessment
• Regular team 1:1 meetings, performance Appraisal & prepare associate level score card as per process design

detailed duties & tasks

• Strategically delegate tasks to develop employee skills and strive for their performance improvement and ensure the quality of work carried out by the team meets/exceeds expected standards.
• Monitoring employee performance and provide both positive and negative feedback over work performance and general behavior on a regular basis. Ensure proper follow up and monitor post-feedback progress.
• Distributing workload fairly across team members, ensuring tasks are completed in a timely manner and all team members are aware of scale of priorities
• Providing continuous support to the team through coaching, guidance and pursue a good working atmosphere.
• Ensuring compliance with all Global policies and procedures
• Setting up and maintaining control check and Alerts (in the form of graphs/Excel Tables) to record the key metrics for the team tasks.
• Reporting to Manager on all operational issues and escalations, together with updates on work-in-progress
• Preparation of presentation material and statistics where necessary for the purpose of meetings
• Compilation and maintenance of weekly/periodic reports to the team and Manager on key metrics for the purposes of efficiency, planning and control
• Assisting on backlog clearance during volume spikes, redistribute workload according to business needs during volume lulls.
• Highlighting any volume irregularities to the Manager and start corresponding investigations on arrival drivers, following up until resolved through volume reduction, staffing adjustment or other measures.
• Responsible for identifying and proposing new innovations in the respective area for the purposes of improving and increasing customer satisfaction.
• Ensuring that the Business Rules Document is kept fully up to date at all time and centralized in specified location
• Leading the collections team; support them on the day to day operational needs / requirements.

skills & experience

• Excellent command of one of the following languages: Spanish, Italian, French
• Excellent command of English
• Over 2 years P2P experience in an international environment
• Ability to work as part of team and has an interest in working in team environment
• Analytical thinking with great attention to detail, with experience in Word, Excel, PowerPoint
• Assertiveness and the ability to use own initiative
• Good communicator and maintain good relationships both internally and externally
• Ability to work under pressure
• Excellent organisational and problem solving skills
• Understanding of the business as a whole is crucial in order to establish informed decisions on priorities and their outcome
   

at Smith & Nephew we offer

• private health care | multisport card | life insurance
• subsidies for trainings | postgraduate studies
• annual bonus | sharesave plan | going extra miles program
• subsidized meals and fruits | integration parties
• possibility of working remotely | flexible working hours
• possibility of growth in the life sciences start-up company
• caring, collaborative and courageous business environment
• relaxation zones in the modern workplace