Cash Disputes Lead – Innovation Hub

About the role

Deloitte Innovation Hub in Cairo is seeking a Cash Disputes Lead to drive the resolution of complex financial and customer disputes. You will lead a dedicated team of dispute agents, ensuring high‑quality outcomes while maintaining strict compliance with legal and ethical standards.

Key responsibilities

• Supervise a team of disputes agents, providing training, mentorship and motivation to meet performance metrics.
• Oversee daily operations, facilitate negotiations and mediate disputes to reach settlements, handling escalated issues.
• Identify root causes of recurring disputes, analyse trends and recommend process enhancements to reduce future incidents.
• Conduct detailed assessments of disputes, recommend policy improvements and prepare reports on collection activities and performance.
• Ensure all resolutions adhere to legal standards, company policies and ethical principles while maintaining confidentiality.
• Act as the primary point of contact for complex disputes, interacting with customers, legal teams and external partners.
• Monitor team KPIs (e.g., turnaround time, resolution quality) and prepare regular reports on dispute trends.

Required profile

• Proven experience leading dispute resolution or similar teams.
• Strong analytical abilities to identify root causes and recommend improvements.
• Excellent knowledge of legal and regulatory requirements related to dispute handling.
• Ability to maintain strict confidentiality and uphold ethical standards.
• Effective communication skills for interacting with internal and external stakeholders.

Required skills