Job Title and Location
ITC Collections & Dispute Management Team Lead, located in Zug, Switzerland.
Key Responsibilities
* Own strategic management of customer collections and open receivables for complex and high‑value accounts through proactive engagement, negotiation, and advanced dispute resolution techniques.
* Influence and drive desired customer payment behavior to optimize cash flow, improve Days Sales Outstanding (DSO), and mitigate credit risk.
* Lead performance management of collection KPIs against Service Level Agreements (SLAs), identifying gaps and driving corrective actions.
* Perform advanced accounts receivable forecasting, trend analysis, and root‑cause analysis to anticipate risks and enable proactive portfolio management.
* Provide senior‑level oversight and decision making on sales order releasing activities within defined authority limits, escalating risks as appropriate.
* Own end‑to‑end dispute lifecycle for a portfolio of strategically important, high‑risk or high‑revenue customer accounts from investigation through resolution and financial posting.
* Act as a Senior Subject Matter Expert for complex, non‑standard or escalated disputes, leveraging deep functional and business knowledge.
* Manage and oversee non‑disputed credits, revenue adjustments and reconciliation activities, ensuring accuracy, compliance and timely resolution.
* Provide expert guidance, escalation leadership and solutioning support to internal stakeholders to resolve complex customer and revenue issues.
* Participate in or lead customer‑facing negotiations to resolve disputes, protect revenue and strengthen long‑term customer relationships.
* Proactively identify, prioritize and execute process improvement opportunities, leveraging available technology and tools, and ensuring sustained audit readiness and controls compliance.
* Serve as a key strategic partner to Customer Service, Sales, Supply Chain, Deliver Revenue and Finance teams to drive end‑to‑end Invoice‑to‑Cash effectiveness.
* Act as a trusted advisor and escalation point for internal stakeholders on collections, disputes, revenue and customer risk matters.
* Influence cross‑functional decision making by providing insights, recommendations and risk assessments.
* Support leadership through advanced analysis, executive‑ready reporting and high‑impact special projects as required.
Qualifications
* Minimum bachelor’s degree in accounting, finance or a related business discipline.
* 4–6 years of relevant work experience in end‑to‑end Invoice‑to‑Cash with strong expertise in Collections/Dispute Management.
* Experience in the healthcare/pharma industry is preferred.
* Strong customer engagement skills and ability to manage difficult customers.
* Advanced negotiation and communication skills.
* Fluent in English (oral and written).
* Technology proficiency in Microsoft Office and ERP systems.
* Strong collaboration, influencing and change management skills with a strategic mindset.
Preferred Skills
* Financial certifications such as CPA, CMA, MBA or equivalent.
* Knowledge of SAP systems.
* Foreign language capability.
* Experience in a BPO or shared‑services environment for a multinational corporation.
* Experience with digital or intelligent automation capabilities.
Equal Employment Opportunity Statement
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an inclusive interview process and reasonable accommodation for applicants with disabilities.
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