Credit Services Supervisor, Back-Office (Mid Shift)

Job description

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the LifeThis role operates within Medtronic's future-state Credit Services operating model and is responsible for leading teams operating within AI-enabled workflow environments where automation executes routine routing and orchestration activities, while human teams focus on exception management, workflow governance, data stewardship, operational controls, and continuous process improvement.The role serves as the operational governance lead for workflow exceptions, customer identification activities, mailbox orchestration support, assignment validation, data stewardship, and process controls within Medtronic's future-state AI-enabled Credit Services operating model. Responsibilities may include the following and other duties may be assigned. Own workflow governance, including exception queues, routing failures, unidentified customer cases, mailbox exceptions, and workflow defects. Monitor service levels, queue aging, backlog trends, workflow defects, and corrective action effectiveness. Serve as the escalation point for unresolved workflow exceptions, ownership disputes, routing issues, and operational control breaches. Lead EMEA Credit Services back-office operations, ensuring adherence to SLAs and operational standards. Provide day-to-day leadership, workload prioritization, resource allocation, and productivity management. Recruit, coach, develop, and performance-manage team members to drive engagement and results. Partner with Front Office Collectors and stakeholders to resolve escalations and process-related issues. Ensure compliance with company policies, procedures, internal controls, and audit requirements. Collaborate with regional teams, country managers, and cross-functional stakeholders to deliver high-quality service. Champion quality standards through process adherence, desktop procedure governance, and regular documentation updates. Identify process improvement opportunities, mitigate operational risks, and drive resolution of issues. Maintain process expertise and support certification activities for Credit Services processes. Establish business continuity and backup coverage plans for critical operations. Coach team members on workflow investigations, customer identification, root-cause analysis, and AI-enabled decision support. Drive cross-training and certification programs to strengthen operational resilience and reduce key-person dependency. Perform additional duties as required while ensuring compliance with Medtronic health, safety, and equal opportunity standards. ​​Required Knowledge and Experience At least 1 year of people leadership experience is a must Accounts Receivable experience Advanced technical and system knowledge, including Excel, SAP ECC, FSCM Ability to work and communicate at all levels and across departments within the organization Effective team player with a collaborative mindset Excellent organizational skills, with the ability to prioritize tasks effectively to meet business objectives Ability to take ownership of tasks with minimal direction and bring them to a successful conclusion Experience managing operational queues, workflow environments, case management systems, service-level controls, or shared service operations is strongly preferred. Experience driving process improvements through automation, workflow redesign, or digital transformation initiatives is advantageous. Demonstrated ability to analyze workflow defects, identify root causes, and implement sustainable corrective actions. Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at AskHR@medtronic.com. ‌ Benefits & CompensationMedtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).