Associate Manager, Claims & Returns

1.JOB PURPOSE: To lead claim activities for Hikma Pharmaceuticals USA within the accounts receivable department in Finance shared services centre. Ensuring timely and accurate validation, processing, dispute resolution, credit issuance, accounting, and reporting. The role is accountable for customer-focused service, financial accuracy of credits and accruals/reserves, effective team leadership, strong internal controls, and continuous process improvement.

2.KEY ACCOUNTABILITIES

• Lead the end-to-end Claims and Returns function, including validation, processing, dispute resolution, credit issuance, and timely closure of customer claims.
• Manage claims relating to shipment shortages and errors, pricing discrepancies, expired or damaged product, recalls, price protection and promotional credits, failure-to-supply claims, service-level penalties, and opioid taxes and fees.
• Oversee the financial impact of credits and customer deduction debits on accounts receivable, including monitoring open items and deductions associated with returns and claims.
• Ensure accurate reporting of credited, processed, and unprocessed returns and claims to support financial statement accuracy and appropriate accruals and reserves.
• Lead, train, coach, and support the team; prioritize workloads, manage work queues, delegate tasks, and monitor productivity and quality metrics.
• Manage returns and claims responsibilities for the Hikma Pharmaceutical and Hikma Specialty brand business while delivering high-quality service to customers and the sales force.
• Ensure adherence to organizational policies, internal controls, compliance requirements, and applicable customer performance, regulatory, and accreditation standards; support audits and continuous improvement initiatives.

3.QUALIFICATIONS, EXPERIENCE, & SKILLS

QUALIFICATIONS

Minimum:

• Bachelor’s degree or equivalent in Accounting/ Finance or a related field.
• Intermediate to advanced proficiency in Microsoft Office, particularly Excel.
• Working knowledge of basic accounting principles and practices.
• Strong written, verbal, interpersonal, and customer interaction skills.

Preferred: Experience with SAP or an equivalent ERP system; pharmaceutical industry experience.

EXPERIENCE

• 6-9 years of experience in Accounts Receivable or Customer Operations.
• Demonstrated experience managing customer returns, claims, deductions, disputes, credits, accruals, or reserves.
• Experience leading, training, coaching, and prioritizing work for a team.

SKILLS

• Fluent/Excellent in English (written and spoken).
• Strong data-analysis skills, particularly in Microsoft Excel.
• Strong presentation and interpersonal skills, and an effective cross-functional communicator.
• Ability to contribute ideas to address business issues
• Ability to organize, multitask, prioritize, and manage time effectively.
• Self-starter with the ability to take the initiative, guide, and influence others toward goal achievement.
• Collaborative working style, ability to foster effective working relationships within a team environment.
• Demonstrated record of improving processes and increasing efficiency.
• Strong customer service, issue-resolution, and cross-functional communication skills.
• Working knowledge of internal controls, compliance requirements, and audit support.
• Detail-oriented and focused on financial accuracy, completeness, and supporting documentation.