I2C Collection & Dispute Mgmt Team Lead

Role Overview

I2C Collection & Dispute Management Team Lead at Johnson & Johnson (DePuy Synthes), located in Dubai, United Arab Emirates. This role is part of Global Services Finance within the Invoice to Cash process area.

Company Overview

Johnson & Johnson is the world's largest and most broadly-based healthcare company, operating through Innovative Medicine and MedTech divisions. DePuy Synthes is the Orthopaedics business, planned to separate as a standalone company within 18 to 24 months. Global Services Finance provides best-in-class, cost-effective financial services and compliance to Operating Companies across more than 60 countries.

Role Purpose

Manage and oversee end-to-end service delivery in the Invoice to Cash Collection and Dispute Management function for specific business Market Reference Customers (MRCs) and markets. Drive strategic collections performance, resolve complex disputes, and serve as a trusted advisor to cross-functional teams on revenue and customer risk matters.

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 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 & Experience

Education

• Bachelor's degree or equivalent required, preferably in accounting, finance, or related business discipline.
• CPA, CMA, MBA, or other financial certifications preferred.

Experience

• 4–6 years of relevant work experience required.
• End-to-end Invoice to Cash process experience (Cash Applications, Credit Management, Collections/Dispute Management) required, with extensive expertise in Collections/Dispute Management.
• Experience in Healthcare/Pharma industry preferred.
• Experience from Business Process Outsourcing (BPO) or shared services center of a multinational corporation, or local companies with relevant experience, preferred.

Skills & Competencies

Required

• Fluent in English for oral and written communication.
• Technology proficiency in Microsoft Office and ERP.
• Strong collaboration, influencing, change, and communication skills with strategic mindset.
• 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.
• Able to present results and strategies to senior leadership.

Preferred

• Knowledge of SAP systems.
• Foreign language capability.
• Change management skills.
• Digital and intelligent automation capabilities.

Additional Information

• Accounting, Accounts Payable (AP), Accounts Receivable (AR), Analytical Reasoning, Budget Management, Cash Flow Management, Collaboration, Collections, Communication, Critical Thinking, Financial Analysis, Financial Competence, Financial Recordkeeping, Financial Reports, Financial Risk Management (FRM), Multi-Currency Accounting, Proactive Behavior, Problem Solving.
• Should the DePuy Synthes separation be completed, you would become an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans.
• Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration 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.
• Hybrid work arrangement.