T&L: Accounts Receivable Disputes Manager

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We are seeking an Accounts Receivable Disputes Manager to provide strategic oversight of the disputes process, driving operational excellence and a culture of continuous improvement. This role applies deep process expertise and industry-leading practices to analyze the end-to-end workflow, reduce cost and rework, and ensure the delivery model is aligned to day-to-day process realities. The Manager serves as the primary point of contact for client process SMEs (subject matter experts), leads governance routines, resolves escalations, and partners closely with the process SMEs to align business requirements with service delivery capabilities.

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Key Responsibilities:

• Strategic Process Ownership: Set the vision and priorities for dispute operations across the end-to-end workflow; ensure alignment to business outcomes (cash, recovery, customer experience, compliance).
• Continuous Improvement Leadership: Apply methodologies (e.g., value stream mapping) to identify bottlenecks, root causes, and automation/control opportunities; drive implementation and track realized benefits.
• Governance & Executive Reporting: Lead operational governance routines and process-level reviews with client SMEs; report performance, risks, and improvement progress; ensure commitments are met.
• Client Relationship & Escalation Management: Act as the primary point of contact for client process SMEs to translate needs, resolve escalations, and align the delivery model with operational realities.
• SME Partnership: Manage the critical operational relationship with the process SMEs, bridging business requirements with service delivery capabilities and ensuring practical adoption of changes.
• Financial & Cost Driver Management: Apply strong financial acumen to understand cost drivers (e.g., dispute inflow, touchless rate, cycle time, rework) and identify cost-effectiveness opportunities in partnership with FedEx.
• Talent Quality & Capability Building: Ensure strong talent quality through hiring input, role clarity, training strategy, career development, and performance management; build succession and minimize key-person risk.
• Risk, Controls & Compliance Oversight: Ensure robust controls, audit readiness, and consistent policy application across the process; proactively manage operational risks and dependencies.

Qualifications and Skills:

• Experience: 6-8 years in AR disputes/deductions, order-to-cash leadership, finance operations management, or related roles with strategic oversight responsibilities.
• Strategic Operational Leadership: Demonstrated ability to lead large-scale process performance and transformation with measurable outcomes.
• Process Excellence Methodologies: Deep expertise in process analysis and improvement approaches (e.g., value stream mapping), control design, and workflow optimization.
• Stakeholder & Governance Leadership: Strong executive presence and ability to lead governance with client SMEs and internal partners; proven escalation management.
• Financial Acumen: Strong understanding of financial statement impacts, operational cost drivers, and opportunities to improve cost-effectiveness.
• Systems & Delivery Model Insight: Strong understanding of ERP and dispute technology/tooling capabilities and how to operationalize changes in a service delivery model.
• Language Skills: Proficiency in English is desirable and fluency in additional languages as applicable (Mandarin, Japanese, Korean, Cantonese, Tagalog, Thai, Vietnamese, Khmer, Bahasa Indonesia) is required to support our global customer base.

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.