Senior Associate- Dispute Resolution OTC with French

As a key player of the finance operations role in Smith+Nephew you will be responsible for shaping the Disputes Centre of Excellence. Your main area will be effective and efficient dispute process delivery in line with Delegated Authority Matrix and Group Finance Manual requirements

What you will be doing?

• Resolve customer disputes in a timely manner, backed by appropriate documentation.
• Communicate resolutions to customers clearly and professionally.
• Coordinate queries with relevant internal departments.
• Analyze root causes of disputes and implement corrective actions.
• Maintain accurate dispute records and track resolution progress.
• Contribute to the accuracy of customer master data.
• Escalate unresolved issues to appropriate teams or managers.
• Proactively support and collaborate with other team members.
• Ensure compliance with policies and deliver quality checks and process improvements.
• Maintain operational documentation and provide process training when needed.
• Work daily with OTC tools such as SAP, GetPaid, ESKER, and EDI.

What will you need to be successful?

• Minimum 3-4 years of experience in order management, customer service, or collections in an international setting.
• Understanding of end-to-end OTC processes and controls.
• Proven experience in process improvement.
• Intermediate Excel skills.
• Experience with SAP (advantage), GetPaid, EDI, or ESKER (a plus).
• Fluent English and French (spoken and written).
• Excellent communication, decision-making, and relationship-building skills.
• Ability to thrive in a fast-paced, cross-functional environment