Deloitte

Collections Manager

Deloitte

full-time

Posted on:

Location Type: Office

Location: Kuala Lumpur • Malaysia

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Tech Stack

ERP

About the role

  • Provide strategic oversight of collections operations, driving operational excellence and continuous improvement across the end-to-end collections workflow
  • Apply deep process expertise and industry-leading practices to reduce delinquency, improve cash realization, strengthen controls, and optimize cost-to-collect
  • Set strategy and priorities for collections operations aligned to business outcomes (cash acceleration, delinquency reduction, customer experience, compliance)
  • 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
  • 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
  • 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
  • Manage the operational relationship with the process SMEs, bridging business requirements with service delivery capabilities and enabling adoption of changes
  • Apply strong financial acumen to understand cost drivers (manual effort, exception volume, dispute blockers, escalation rates, aging mix) and identify cost-effectiveness opportunities
  • Drive talent quality through hiring input, training strategy, performance management, career development, and succession planning
  • Ensure strong controls, audit readiness, and consistent policy/regulatory adherence; proactively manage operational risks and dependencies that impact collections performance

Requirements

  • 6-8 years in collections/AR operations leadership or related finance operations management with strategic oversight responsibilities
  • Demonstrated ability to lead process performance and transformation with measurable outcomes
  • Deep expertise in process analysis and improvement (e.g., value stream mapping), workflow optimization, and control strengthening
  • Strong executive presence; ability to lead governance with client SMEs and internal partners; proven escalation management
  • Strong understanding of financial statement impacts (AR aging, reserves/allowances, write-offs) and cost-to-serve/cost-to-collect drivers
  • Strong understanding of ERP/AR tooling and how to operationalize change within a service delivery model
  • 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.
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
collections operationsprocess analysisworkflow optimizationfinancial acumencost-to-collectcost driversvalue stream mappingperformance managementaudit readinessregulatory adherence
Soft Skills
strategic oversightleadershipgovernanceescalation managementcommunicationclient relationship managementtalent developmentproblem-solvingcollaborationexecutive presence