T&T FSC Collections Senior Consultant (Bahasa Indonesia) - 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 Senior Consultant 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 include:

• 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.

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 Bahasa Indonesia is desirable to support our global customer bases.
• 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.
• 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.