T&T FSC Collections Manager (English) - PH / MY

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 believe we have a responsibility to be a force for good, and  WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices. 

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals. 

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

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

Work you’ll do

In our FSC (Finance Service Centre) setup, 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.

Key Responsibilities include:

• 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.

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, individuals across our Firm are expected to:

• Actively seek out developmental opportunities for growth, act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.
• Respect the needs of their colleagues and build up cooperative relationships.
• Understand the goals of our internal and external stakeholder to set personal priorities as well as align their teams’ work to achieve the objectives.
• Constantly challenge themselves, collaborate with others to deliver on tasks and take accountability for the results.
• Build productive relationships and communicate effectively in order to positively influence teams and other stakeholders.
• Offer insights based on a solid understanding of what makes Deloitte successful.
• Project integrity and confidence while motivating others through team collaboration as well as recognising individual strengths, differences, and contributions.
• Understand disruptive trends and promote potential opportunities for improvement.

Requirements:

• Language Skills: Proficiency in English is desirable to support our global customer bases.
• 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.
• Working Arrangement: This is a day-shift role and requires working from the office.

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