OTC Disputes Team Leader

Description & Requirements Who we are looking for Who we are looking for We are seeking an experienced Disputes Team Leader to oversee end-to-end dispute operations, manage team performance, and drive process improvements to deliver accurate, policy-aligned resolutions while protecting cash flow and financial integrity. The ideal candidate brings advanced leadership skills, industry expertise in disputes, and the capability to lead a high-performing team. This role requires advanced understanding of end-to-end finance processes, controls, and policies, along with strong stakeholder management to handle escalations and provide performance visibility to leadership.

Key Requirements:

• Minimum 3 years of experience managing a team of at least 8 professionals, ideally in disputes, deductions, or claims process with a good understanding of the OTC process.
• University degree (Bachelors or Masters)
• 4-6 years of experience in order-to-cash operations, or related finance roles is a preferred.
• Advanced understanding of finance processes, controls, policies, and how upstream issues (billing, pricing, delivery, master data) create disputes.
• Proven ability to coach, develop, and manage team performance, including training, quality checks, workload balancing, and constructive feedback.
• Strong ability to manage escalations, influence cross-functional partners, and communicate performance and risks to leadership.
• Proficiency in ERP systems (e.g., SAP, Oracle) and dispute tools/portals, along with advanced Excel/reporting expertise.
• Experience driving improvements, managing SLAs, and implementing standardized best practices.
• Proficiency in English (C1) is required. Fluency in additional languages as required to support our global customer base is considered an asset.

Your future role A Disputes Team Leader plays a critical operational role by managing high-volume dispute workflows, leading and coaching team members, and implementing structured improvements to achieve service delivery excellence. This position includes ownership of customer escalations, performance reporting, and ongoing development of team capabilities.

Key Responsibilities:

• Team Leadership & Performance Management : Lead a team of disputes professionals; manage workload distribution, capacity planning, coaching, and performance feedback to achieve operational targets.
• Quality Assurance & Controls : Establish and run quality checks (case documentation, approvals, policy adherence, reason codes) and ensure control compliance and audit readiness.
• Escalation Ownership: Resolve complex and sensitive escalations (customer, internal, and process exceptions); make recommendations that balance customer outcomes with financial and policy compliance.
• SLA & KPI Management : Own service level agreements (SLAs) and operational KPIs (aging, turnaround time, root cause trends, backlog, right from first time, escalations); analyze variances and execute corrective actions.
• Stakeholder Management & Reporting: Serve as primary operational contact for cross-functional partners; provide concise, regular reporting on performance, risks, and top drivers to leadership.
• Process Improvement & Best Practices: Drive standardization, best practices, and continuous improvement initiatives to reduce dispute inflow, improve recoveries, and shorten resolution times.
• Training & Development: Build and maintain onboarding, training, and knowledge materials; develop team capability in investigation, negotiation, and documentation discipline.
• Operational Risk Management: Maintain a risk-and-issue view (e.g., recurring drivers, systemic billing defects, documentation gaps) and ensure timely escalation and remediation.