T&L: Collections 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 a Collections Manager to provide strategic oversight of collections operations, driving operational excellence and continuous improvement across the end-to-end collections workflow. This role applies deep process expertise and industry-leading practices to reduce delinquency, improve cash realization, strengthen controls, and optimize cost-to-collect. The Manager serves as the primary point of contact for client process SMEs (subject matter experts), leads governance routines and process reviews, manages escalations, and partners closely with the process SMEs to align business requirements with service delivery capabilities and cost-effectiveness goals.

Ready to unleash your potential with us? Join the winning team now!

Key Responsibilities:

• Strategic Process Ownership: Set strategy and priorities for collections operations aligned to business outcomes (cash acceleration, delinquency reduction, customer experience, compliance).
• Continuous Improvement Leadership: Apply methodologies (e.g., value stream mapping) to analyze the end-to-end collections workflow, identify bottlenecks and waste (e.g., dispute blockers, approval delays, data gaps), and drive implementation of process/control improvements.
• Governance & Executive Reporting: Lead governance routines and process-level reviews with client SMEs; report performance, risks, and continuous improvement progress; ensure commitments and talent quality outcomes are met.
• Client Relationship & Escalation Management: Act as the primary point of contact for client process SMEs to translate needs, resolve operational escalations, and ensure the delivery model aligns with day-to-day collections realities.
• SME Partnership: Manage the operational relationship with the process SMEs, bridging business requirements with service delivery capabilities and enabling adoption of changes.
• Financial & Cost Driver Management: Apply strong financial acumen to understand cost drivers (manual effort, exception volume, dispute blockers, escalation rates, aging mix) and identify cost-effectiveness opportunities 
• Talent Strategy & Capability Building: Drive talent quality through hiring input, training strategy, performance management, career development, and succession planning.
• Risk, Controls & Compliance Oversight: Ensure strong controls, audit readiness, and consistent policy/regulatory adherence; proactively manage operational risks and dependencies that impact collections performance.

Qualifications and Skills:

• Experience: 6-8 years in collections/AR operations leadership or related finance operations management with strategic oversight responsibilities.
• Strategic Operational Leadership: Demonstrated ability to lead process performance and transformation with measurable outcomes.
• Process Excellence Methodologies: Deep expertise in process analysis and improvement (e.g., value stream mapping), workflow optimization, and control strengthening.
• Stakeholder & Governance Leadership: Strong executive presence; ability to lead governance with client SMEs and internal partners; proven escalation management.
• Financial Acumen: Strong understanding of financial statement impacts (AR aging, reserves/allowances, write-offs) and cost-to-serve/cost-to-collect drivers.
• Systems & Delivery Model Insight: Strong understanding of ERP/AR tooling and how to operationalize change within 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) 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.