I2C DS Collection & Dispute Mgmt Team Lead

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.