Boston Scientific Sr Collections Supervisor GBS Service Delivery 

El Salvador, La Libertad, Lourdes 

123654722

Hybrid Roles:

About the Role:

This position requires a strategic thinker who can manage day-to-day operations while also contributing to long-term initiatives that enhance the end-to-end Customer-to-Cash experience. The Senior Supervisor will work closely with cross-functional teams and internal stakeholders to ensure service delivery excellence and continuous improvement.

Team Leadership & Development

• Lead, coach, and develop a team of collections support specialists, promoting a culture of ownership, collaboration, and continuous learning.
• Design and implement structured onboarding and training programs to ensure consistency and readiness across all team members.
• Provide regular feedback and performance evaluations, supporting individual growth and team development.
• Encourage cross-training and knowledge sharing to build a flexible and resilient team.

Operational Oversight

• Oversee the execution of core support functions including ticket resolution, order processing, credit card transaction handling, and system updates.
• Ensure timely and accurate completion of tasks across platforms such as Salesforce, Ariba, Coupa, GetPaid, and SAP.
• Monitor team workload and adjust resource allocation to meet service level expectations and business priorities.

Process Optimization & Documentation

• Develop and maintain Detailed Task Procedures (DTPs) and work instructions to standardize operations and support scalability.
• Identify opportunities for automation and lead initiatives to streamline manual processes and improve team efficiency.
• Collaborate with cross-functional teams to align support processes with best practices and evolving business needs.

Performance Management & Reporting

• Define and track individual and team KPIs aligned with organizational goals.
• Build and manage Power BI dashboards and Salesforce reports to monitor productivity, ticket volume, and resolution trends.
• Use data insights to identify bottlenecks, recommend improvements, and support strategic decision-making.

Stakeholder Engagement

• Serve as a key point of contact for internal stakeholders including U.S. Collections, Customer Care, and Finance teams.
• Support escalations and collaborate with internal customers to resolve complex issues and improve service delivery.
• Facilitate regular team meetings and communication channels to ensure alignment and transparency.

Required Qualifications:

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field.
• Minimum 5 years of experience in Accounts Receivable, Collections, or Customer-to-Cash operations.
• Demonstrated experience in team leadership and performance management.
• Proficiency in Salesforce, SAP, GetPaid, and Microsoft Office (especially Excel (V-lookup, pivot table etc., and Power BI).
• Strong written and verbal English skills enabling effective communication across global teams.
• Excellent analytical, organizational, and interpersonal skills.

Preferred Qualifications:

• 3+ years of relevant working experience in the medical device or healthcare industry.
• Familiarity with automation tools such as Power Automate or similar platforms.
• Experience managing remote or cross-functional teams.
• Ongoing or completed postgraduate studies (e.g., MBA or equivalent).
• Strong stakeholder engagement and change management capabilities.