Senior Associate OTC
Confirmed on the employer's own hiring board on Nov 6, 2026. First seen by Alion on Nov 2, 2026. Smith+Nephew scores B on the Alion truth index.
Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.
As a key player of the finance operations role in Smith+Nephew Finance you will be responsible for the delivery of effective and efficient Order to Cash processes as well as for following the designed control metrics as described in the S+N Finance Order to Cash taxonomy in line with the Group Finance Manual requirements.
Responsibilities:
- Contact customers to collect outstanding debt (phone, e-mail, visits). Ensure that payment terms are met and follow up of overdue amounts.
- Coordinate customer's queries with the relevant departments for dispute resolution
- Manage customer administration needs to help them pay the invoices (send account statement, dunning letter, provide invoice copy when required)
- Allocate payments and reconcile customer accounts
- Negotiate payment plans with customers
- Own portfolio of low, medium and high complexity accounts
- Contribute to accurate customer master data
- Follow assigned collections strategy
- Ensure contacts and customer responses are tracked in the system as specified in the SOP
- Report current statistics and flag any potential bad debt risks to Credit Manager
- Refer and escalate unresolved issues to Credit Manager for further action
- Monitor and flag customers approaching or exceeding their credit limits
- Proactively build relationships with the customer, continually seek out ways to improve customer satisfaction, communication & query resolution
- Ensure compliance with collections policies and procedures
- Perform quality checks
- Support Team Manager in running reports, training new joiners, updating operational documents (SOPs, manuals, work instructions)
- Implement process improvements
- Prepare updates on results on request
- Lead daily meetings on request
- Work with OTC tools/ ERP: AX 2009
- Support for peers and their issues with which they are unable to deal with (process issues or situations with customers)
- Cultivate strong collaborative relationships with internal customers, including Sales, Customer Service, and any other departments.
Location: Bangsar South, Kuala Lumpur, Malaysia
Requirements:
- Minimum Graduation or equivalent academic qualification required.
- At least 2 years of collections or cash application experience in an international environment (credit knowledge can be an asset).
- Sound overview of end to end OTC operational and financial controls, business processes and reporting. Proven record of process improvements.
- Excel skills on intermediate level.
- Fluent English and Bahasa Melayu (written and spoken).
- Excellent verbal and written communication skills.
- Sound decision making, personal accountability, ability to operate in high pressure and fast paced environment, effective at establishing productive relationships within the business.
You. Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
- Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)
- Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.
- Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
- Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.
- Flexibility: Hybrid Working Model (For most professional roles).
- Training: Hands-On, Team-Customized, Mentorship.
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