From a position of strength, The Estée Lauder Companies (ELC), the leader in prestige beauty products, embarked on the Leading Beauty Forward program, chartered to fuel product innovation and enhance market agility.
A key element of this strategy was the design of a new way to support its suite of 30 brands globally. The company chose Panama as being best suited to establish its new Global Business Services (GBS) operation center.
This new center will initially deliver Finance, Human Resources and Legal services to ELC employees across several geographies and time zones.
Through a new innovative service minded approach, this center will redefine service standards globally at ELC. This new GBS team will provide a one-
stop-shop solution for the ELC businesses, supported by new customer engagement insights, new systems, and new reporting.
In addition to delivering exceptional service to the ELC businesses each day, the GBS team will also be responsible for continuously streamlining work in pursuit of growing its service offering in support of achieving ELC’s strategic and business objectives.
New site, new team, new opportunity.
This role will be an important partner to be responsible for timely processing of all incoming customer payments including lockbox, wires, credit card, E-
payment and IStream. Processing will include both balance forward and invoice specific application. OTC Processor will also be responsible for processing customer adjustments, write-
offs, debits, credits, seminar fees and services charges. Role will require frequent communication with OTC Collectors and Estée Lauder Companies (ELC) customers as well as branch personnel.
The Collections Analyst will report directly to the OTC / P2P Manager and will also work closely with Affiliate team including Key Account Managers, Customer Service Representatives, Sales Representatives and Equipment Coordinators.
Success will depend on having a customer first attitude and a willingness to learn new functions and positively contribute to team performance.
Work closely with relevant Accounting, Finance and third parties leaders to define the scope, deliverables, key financial and operational metrics (SLAs and KPIs) and transition plans for all Shared Services Center Panama Financial Services
Develop service delivery models, including end-to-end process detail, for all initial F&A commercial processes. Standardize / simplify / improve processes as needed
Develop organizations structures, roles and responsibilities and resourcing plans needed to operationalize service delivery models
Develop migration plans and migrate F&A commercial services and operations to Region Shared Service with no service interruption
Collaborate with regional, brand and corporate accounting teams to ensure quality deliverables and proper information flow and hand-offs
Day-to-Day Service Delivery
Have a customer Focus 60%
Meet expectations and requirements of internal business partners and external customers.
Be an expert in the business of collections.
Understand how collection strategies and tactics work in practice.
Determine problems within the scope of the conceptual framework.
Identify possible process issues and areas for improvement.
Analyze and interpret key messages and trends to create innovative solutions or options.
Reporting and Insight Driven Analysis 40%
Lead the development and governance to manage the relationship with internal business changes.
Provide advice and improve the processes, procedues, frameworks and systems of Collections Operations.
Brings personalized experiences to enhance delivery
Provides responsive and flexible services
Creates an accountability and own it culture
Innovative / Change agent. Experiments with new concepts and approaches. Comes up with creative solutions to difficult problems.
Data and SLA commitment driven
Continuous improvement and service oriented mindset; consistently reviews processes and procedures to reduce delivery time, drive efficiency and effectiveness and improve client experience.
Daily Order to Cash Transaction processing for all customer segment and all payments types.
Effectively manage transaction processing efficiency and accuracy while maintaining a positive customer service culture.
Collaborate with stakeholders including Managers and internal team members.
Establish rapport with other teams, build effective relationships, and share wins and success.
Engage in and suggest continuous process improvement ideas.
Ensure that all activities are performed in the most efficient and effective manner possible.
Provide direct Manager KPI calculations and dashboard analysis on a monthly, quarterly and anual basis