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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
We are seeking a Collections Senior to lead daily collections operations, manage team performance, and ensure policy-compliant execution aligned to end-to-end finance controls. This role owns service levels and portfolio health, provides escalation leadership, and drives continuous improvement to reduce delinquency and improve cash outcomes. The ideal candidate is a strong people leader who can coach and develop talent, implement best practices, and deliver clear performance visibility to leadership and stakeholders.
Key Responsibilities:
- Team Leadership & Performance Management: Lead a team of collections professionals; manage workload distribution, capacity planning, coaching, and performance feedback to achieve operational goals.
- Quality Assurance & Controls: Establish and run QA routines (documentation quality, policy adherence, approval compliance, customer contact standards); ensure audit readiness and control execution.
- SLA & KPI Ownership: Own SLAs and KPIs (aging health, delinquency rate, promise-to-pay attainment, dispute blocker resolution cycle time, escalation throughput); analyse variances and drive corrective actions.
- Escalation Management: Own complex escalations (high-risk accounts, sensitive customer issues, stalled disputes impacting payment, short-pay patterns) and coordinate cross-functional resolution.
- Stakeholder Management & Reporting: Serve as the primary operational contact for internal stakeholders; provide routine reporting on team performance, key risks, top delinquency drivers, and action plans to leadership.
- Process Improvement & Best Practices: Drive standardization and improvements (segmentation strategies, contact cadence, playbooks, dispute-blocker workflows, automation opportunities) to reduce delinquency and rework.
- Training & Development: Build and maintain onboarding/training materials; develop team capability in negotiation, account strategy, and compliance.
- Operational Risk Management: Maintain a risk-and-issue view (concentration risk, systemic billing defects, customer behaviour shifts) and ensure timely escalation and mitigation.
Desired Candidate Profile
Qualifications and Skills:
- Experience: span> 7 10 years in collections/AR operations or related finance operations with demonstrated people leadership responsibilities./span>
- End-to-End Process & Controls Expertise: Advanced understanding of order-to-cash processes, controls, and policies, including how upstream defects impact collections.
- People Leadership: Proven ability to lead, coach, and manage performance, including QA, workload balancing, and development planning.
- Stakeholder Management: Strong ability to handle escalations, influence cross-functional partners, and report performance and risks to leadership.
- Operational Excellence: Experience managing SLAs, implementing best practices, and driving measurable improvements.
- Systems & Analytics: Strong ERP/AR tooling proficiency and advanced Excel/reporting capabilities.
- Language Skills: Proficiency in English is desirable and fluency in additional languages as applicable (Mandarin, Japanese, Korean, Cantonese, Tagalog, Thai, Vietnamese, Khmer, Bahasa) is required to support our global customer base.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Finance
- Treasury
Keywords
- Accounts Receivable Lead
- Collection
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Deloitte
Deloitte, established globally in 1845, is the world s largest and leading professional services firm, providing Audit & Assurance, Tax & Legal, Strategic Risk & Transactions Advisory and Technology & Transformation and related services to public and private clients spanning multiple industries. Present in more than 150 countries, Deloitte is distinct in its ability to help clients solve their most complex problems, from strategy to implementation. Deloitte innovation hub (DIH) is a strategic initiative established to support our ambition to become the leading business transformation partner of choice for our clients and to expand and scale our delivery footprint across EMEA. With access to a scaled, diverse, highly skilled, motivated, and engaged workforce, DIH is delivering complex technical solutions for clients most complex business problems, across portfolios that include Strategy & Transactions , Customer , Engineering, AI & Data, Enterprise, Technology & Performance and Cyber . DIH is aiming to become the destination for top talents in Egypt for a long, exciting career. We invest in outstanding people of diverse talents and backgrounds and empower them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we. Our organization has grown in scale and diversity, providing services across the region, with our shared culture remaining the same. We aim to help clients realize their ambitions, make a positive difference in society, and maximize the success of our people. This drive fuels the commitment and humanity that run deep through our every action.