Sr. Manager Strategic Process

Key Responsibilities: 

Collections & Accounts Receivable Management 

• 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 AR 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. 

Dispute Management 

• 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 (SME) 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, leverage available technology and tools, and ensure sustained audit readiness and controls compliance. 

Collaboration & Stakeholder Engagement 

• Serve as a key strategic partner to Customer Service, Sales, Supply Chain, Deliver Revenue, and Finance teams to drive end‑to‑end I2C 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: 

Education: 

• A minimum of a bachelor’s level degree or equivalent is required, preferably in accounting, finance, or related business discipline. 

• CPA, CMA, MBA and/or other financial certifications is preferred 

Experience and Skills Required: 

• 4-6 years of relevant work experience  

• Has an End-to-end Invoice to Cash process experience (Cash Applications, Credit Management, Collections/Dispute Management), with extensive expertise in the latter (Collections/Dispute Management) and preferably in the same Industry as J&J – Healthcare/Pharma – Preferred.   

• Strong customer engagement skills (including ability to manage difficult customers) for both internal and external stakeholders. 

• Capable of shaping and defining solutions and strategies for customer portfolios 

• Advanced Negotiation and communication skills 

• Able to support and prepare foundational analysis for evidence-based decision making. 

• Present results and strategies to senior leadership. 

• Change Management Skills preferred 

Required Knowledge, Skills, and Abilities:  

(Include any required computer skills, certifications, licenses, languages, etc.) 

Fluent in English for communication, for both oral and written 

Technology proficiency in Microsoft Office and ERP 

Strong collaboration, influencing, change and communication skills with strategic mindset. 

Preferred Knowledge, Skills and Abilities:  

(Include any required computer skills, certifications, licenses, languages, etc.) 

Knowledge of SAP systems 

Foreign language capability is a plus 

Experience from BPO or shared services center of a multinational corporation and even local companies with relevant experience. 

Digital/ intelligent automation capabilities. 

Foreign language capability is a plus 

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

#LI-Hybrid

#DePuySynthesCareers