Description
& Requirements Who we are looking for We are seeking an experience OTC Team Leader to lead day-to-day cash collection, dispute and cash apps operations, coach and performance-manage a team, and ensure consistent, policy-compliant resolutions that protect cash and revenue. This role requires advanced understanding of end-to-end finance processes, controls, and policies, along with strong stakeholder management to handle escalations and provide performance visibility to leadership. The ideal candidate drives process improvements, manages service levels, and builds a high-performing team through structured training and quality assurance.
4-6 years of experience in finance customer service. Experience in order-to-cash operations, or related finance leadership roles is a preferred. Advanced understanding of finance processes, controls, policies, and how upstream issues (billing, pricing, delivery, master data) create disputes.Proven ability to lead, coach, and manage team performance, including QA, workload balancing, and development planning.Strong ability to manage escalations, influence cross-functional partners, and communicate performance and risks to leadership.Experience driving improvements, managing SLAs, and implementing standardized best practices.Strong ERP and dispute tool proficiency; advanced Excel and reporting capabilities.Proficiency in English (C1) is required. Fluency in additional languages as required to support our global customer base is highly desirable. Your future role Team Leadership & Performance Management: Lead a team of disputes professionals; manage workload distribution, capacity planning, coaching, and performance feedback to achieve operational targets.Quality Assurance & Controls: Establish and run quality checks (case documentation, approvals, policy adherence, reason codes) and ensure control compliance and audit readiness.Escalation Ownership: Resolve complex and sensitive escalations (customer, internal, and process exceptions); make recommendations that balance customer outcomes with financial and policy compliance.SLA & KPI Management: Own service level agreements (SLAs) and operational KPIs (aging, cycle time, recovery rate, backlog health); analyze variances and execute corrective actions.Stakeholder Management & Reporting: Serve as primary operational contact for cross-functional partners; provide concise, regular reporting on performance, risks, and top drivers to leadership.Process Improvement & Best Practices: Drive standardization, best practices, and continuous improvement initiatives to reduce dispute inflow, improve recoveries, and shorten resolution times.Training & Development: Build and maintain onboarding, training, and knowledge materials; develop team capability in investigation, negotiation, and documentation discipline.Operational Risk Management: Maintain a risk-and-issue view (e.g., recurring drivers, systemic billing defects, documentation gaps) and ensure timely escalation and remediation. What we offer Stable job in multinational company based on employment contract;Working in flexible hybrid model -3 office days and 2 remote days per week;Great opportunity for professional development (individual training plan, soft skills and technical trainings, access to modern training platforms e.g. Udemy for Business, LinkedIn Learning);Structured onboarding process and Buddy program for new joiners;Open and friendly organizational culture based on the pillars of well-being and diversity & inclusion;Attractive benefits.
