T&L: Collections Senior

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 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.

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

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); analyze 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 behavior shifts) and ensure timely escalation and mitigation.

Qualifications and Skills:

• Experience: 4-6 years in collections/AR operations or related finance operations with demonstrated people leadership responsibilities.
• 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 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.