Cash Disputes Lead

About the role

The Cash Disputes Lead will head a team of disputes agents within Deloitte Innovation Hub, driving the resolution of cash‑related conflicts between customers, partners and internal stakeholders. This role combines investigative work, mediation, and compliance oversight to ensure fair and lawful outcomes.

Key responsibilities

• Supervise a team of disputes agents, providing training, mentorship and motivation to achieve performance targets.
• Oversee daily dispute operations, facilitate negotiations and mediate escalated cases to reach settlements.
• Identify root causes of recurring disputes, analyse trends and propose 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 comply with legal standards, company policies and ethical principles while maintaining strict confidentiality.
• Act as the primary contact for complex disputes, coordinating with customers, legal teams and external partners.
• Monitor team KPIs such as turnaround time and resolution quality, and generate trend reports for management.

Required profile

• Proven ability to lead and develop a team in a high‑volume dispute environment.
• Strong analytical skills to identify root causes and recommend process improvements.
• Excellent knowledge of legal and regulatory standards relevant to cash disputes.
• Ability to draft settlement agreements and maintain confidentiality.
• Effective communication skills for interaction with customers, legal teams and external partners.

Required skills