Senior Specialist Credit – O2C NAM

Purpose & Overall Relevance for the Organization

The Credit Senior Specialist – O2C NAM is responsible for managing complex and high-impact credit and collections activities for North America, with a strong focus on service level adherence, credit risk mitigation, cash flow optimization, and customer experience. The key objective of the role is to stabilize and optimize performance across complex credit portfolios while supporting team capability, process consistency, and stakeholder alignment within the O2C organization.

Operating with a high degree of autonomy, the Senior Specialist manages critical customer portfolios and acts as a subject matter expert within the Credit & Collections team. The role supports the Credit & Collections Manager and O2C leadership by providing operational expertise, independently leading complex discussions with customers and stakeholders, and contributing to continuous improvement initiatives that strengthen credit governance and collections effectiveness.

Key Responsibilities

• Manage end-to-end credit and collections activities for complex, high-risk, or high-value NAM customer portfolios, ensuring service delivery meets established service level agreements for customers and internal stakeholders
• Perform in-depth credit risk assessments, exposure reviews, and account evaluations, recommending appropriate credit actions in line with policies and risk appetite
• Lead advanced collections strategies and dispute prevention efforts to improve cash flow while maintaining strong customer relationships
• Proactively identify risk trends, performance gaps, or operational issues and contribute to root cause analysis and corrective action planning
• Maintain strong working relationships with NAM and GBS Business Partners by understanding stakeholder needs and preparing clear communication packages presenting results, risks, and recommendations
• Serve as a knowledge and support point for Credit Specialists by providing guidance on complex cases and contributing to onboarding and functional training activities
• Independently lead discussions and meetings with internal stakeholders and customers related to complex credit decisions, collections strategies, and escalations without permanent supervision
• Act as escalation support for sensitive issues and assist the Credit & Collections Manager in ensuring operational continuity during peak periods, initiatives, or absences
• Contribute to continuous improvement initiatives by applying Lean principles and identifying opportunities to enhance credit processes and collections efficiency
• Support process standardization, harmonization, and automation initiatives in partnership with O2C Global Process Owners and Continuous Improvement teams
• Ensure adherence to internal controls, global policies, and audit requirements, identifying improvement opportunities where applicable
• Apply deep operational expertise in credit risk management and customer lifecycle processes, serving as a reference point for consistent, high-quality execution
• Contribute to GBS priorities, OKRs, and the overall GBS roadmap by aligning credit and collections outcomes with financial and operational objectives

Key Relationships

• Strategic and Field Accounts in the USA and Canada
• NAM Finance, Sales, and Supply Chain Leaders
• Global Process Owners
• GBS Operational Teams (Claims, Cash Application, Account Operations)
• GBS Functional Teams (Communications, Delivery Excellence, Continuous Improvement)
• HR Business Partners

Knowledge, Skills and Abilities

• Strong understanding of credit, collections, and O2C processes and governance
• Customer-focused mindset with strong risk-based decision-making capability
• Self-motivated, proactive, and collaborative working style
• High adaptability in a fast-paced environment
• Strong communication, negotiation, and analytical skills
• Ability to make data-driven decisions under time constraints
• High attention to detail and strong risk awareness

Knowledge and Experience

• Demonstrated knowledge in Finance, Accounting, Business Administration, Economics, or related fields, gained through professional experience, training, or education
• 3–5 years of relevant experience in O2C functions such as Credit & Collections, Customer Lifecycle Management, Cash Application, Claims, or Accounts Receivable; Shared Service Center experience is a plus
• Proven experience managing complex credit portfolios, escalations, or high-risk customer accounts
• Experience supporting onboarding, knowledge sharing, or coaching activities
• Experience contributing to continuous improvement or cross-functional problem-solving initiatives
• Advanced proficiency in English and Spanish (written and spoken)

Advanced knowledge of MS Office tools and SAP ERP systems