OTC Team Leader with Italian

The O2C Team Leader is responsible for managing and developing a team of professionals overseeing key components of the O2C process, including cash application, dispute management, collections, and order release. This role requires strong leadership, operational excellence, and the ability to drive team performance to meet business objectives. The Team Leader ensures that daily operations run smoothly, compliance standards are met, and continuous improvements are implemented. In this position, you will have the opportunity to deepen your expertise in O2C processes, strengthen your leadership capabilities, and contribute to business growth and organizational efficiency. Duties: Team Management: Lead, coach, and develop a team of O2C professionals to ensure operational efficiency, high performance, and continuous skill development. Process Improvement: Identify, implement, and drive process enhancements to improve accuracy, efficiency, and compliance across the O2C process. Cross-Functional Collaboration: Partner closely with Sales, Customer Service, Finance, and other internal stakeholders to resolve issues, support business objectives, and enhance customer satisfaction. Service Level Management: Ensure all O2C metrics and SLAs remain within green thresholds; conduct Root Cause Analysis for any deviations and implement corrective and preventive actions.

As a Process Innovation Professional in Service Operations, you will maintain focus on critical operational metrics and quality parameters, contributing to process improvement and innovation initiatives.

You will work closely with clients and the IBM team to drive operational excellence.

Your primary responsibilities will include

• Deliver Process Improvements: Contribute to process improvement and innovation initiatives, working closely with clients and the IBM team to identify areas for improvement and implement changes that drive operational excellence.
• Coach Junior Team Members: Provide guidance and coaching to junior team members, helping them develop their skills and knowledge in process innovation and service operations.
• Support Operational Transformation: Participate in high-level operational transformation efforts, utilizing your expertise to support the development of new processes and procedures.
• Communicate with Stakeholders: Effectively communicate with internal and external customers, utilizing excellent verbal and written communication skills to ensure seamless collaboration and issue resolution.
• Participate in Talent Management: Contribute to talent management efforts, helping to identify and develop future leaders within the organization. Fluent English & Italian required Proficiency in Microsoft Office, SAP, and HighRadius 5+ years of O2C experience 2+ years in a leadership or management role Strong knowledge of O2C processes, including cash application, dispute management, collection, and order release Ability to work effectively in a fast-paced environment while managing multiple priorities and deadlines Solid understanding of performance metrics and KPIs used to monitor and evaluate O2C operations Excellent problem-solving and decision-making abilities to address complex operational challenges Outstanding communication and interpersonal skills, with the ability to build strong partnerships with internal and external stakeholders Ability to thrive in a high-performance, target-driven environment with clear objectives and timelines Willingness to travel as needed Working in a hybrid model of work, 3 times per week from the Cracow office Poland Enterprise Operations Hybrid Professional Krakow, PL