Deloitte Innovation Hub I Cash Disputes Lead, Cairo, Egypt
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Deloitte, established globally in 1845, is the world’s largest and leading professional services firm, providing Audit & Assurance, Tax & Legal, Strategic Risk & Transactions Advisory and Technology & Transformation and related services to public and private clients spanning multiple industries. Present in more than 150 countries, Deloitte is distinct in its ability to help clients solve their most complex problems, from strategy to implementation.
Deloitte innovation hub (DIH) is a strategic initiative to support our ambition to become the leading business transformation partner of choice for our clients and to expand and scale our delivery footprint across EMEA. With access to a scaled, diverse, highly skilled, motivated, and engaged workforce, DIH is delivering complex technical solutions for clients’ most complex business problems, across portfolios that include ‘Strategy & Transactions’, ‘Customer’, ‘Engineering, AI & Data, ‘Enterprise, Technology & Performance’ and ‘Cyber’. DIH is aiming to become the destination for top talents in Egypt for a long, exciting career.
We invest in outstanding people of diverse talents and backgrounds and empower them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we. Our organization has grown in scale and diversity, providing services across the region, with our shared culture remaining the same. We aim to help clients realize their ambitions, make a positive difference in society, and maximize the success of our people. This drive fuels the commitment and humanity that run deep through our every action.
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A Disputes Resolution Lead facilitates the resolution of conflicts between parties—such as customers, partners, or employees—by investigating disputes, mediating negotiations, and ensuring compliance with regulations. They support management by leading teams, identifying root causes of issues, and drafting settlement agreements.
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, analyze trends, and recommend process enhancements to reduce future disputes.
- Conduct detailed assessments of disputes, analyzing trends to prevent future occurrences, recommending process and policies improvements and preparing reports on collection activities and performance.
- Ensure all resolutions adhere to legal standards, company policies, and ethical principles, maintaining strict 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), preparing reports on dispute trends for senior management.
- Experience: Proven experience in Disputes/Deduction role.
- Skills: Strong negotiation, communication, and interpersonal skills.
- Technical: Proficiency in MS Excel and experience with CRM or dispute management software.
- Leadership: Strong ability to lead, motivate, and manage conflict among team members.
- Collaborating with other departments
- Providing monthly forecasts and monitoring key performance indicators
Eligibility Requirements:
- Bachelor’s degree in commerce, Business Administration, Finance, Economics, or related field; MBA preferred
- 7+ years of relevant experience in dispute management, OTC, claims, collections, or finance/customer operations
- Experience handling escalations, reporting, and client/stakeholder communication
- Exposure to process improvement initiatives, transition, or transformation programs preferred
- Willingness to work in shifts and collaborate across global teams
Personal Independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to several audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.
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Location: Cairo, Egypt
“What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte’s clients include many of the world’s largest organizations; I wanted to be part of a team that made a difference that I could be proud of.” -Dan, Technology & Transformation
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Our commitment to you
Making an impact is more than just what we do: it’s why we’re here. So, we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.
We want you. The true you. Your own strengths, perspective, and personality. So, we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.
Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.
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A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.