Dispute Resolution Supervisor

Role Overview

Key Responsibilities

• Manage and coordinate the resolution of customer and vendor invoice disputes from initiation through closure.
• Act as the primary point of accountability for dispute case tracking, escalation, follow-up, and resolution.
• Investigate disputed transactions and validate supporting documentation, contractual obligations, operational records, and financial data.
• Ensure disputes are resolved within agreed service levels and escalation timelines.
• Prioritize high-value, aged, and business-critical disputes to accelerate recovery and closure.
• Liaise with Accounts Receivable, Accounts Payable, Billing, Operations, Commercial, UET, and other departments to obtain required information and drive timely resolutions.
• Coordinate directly with customers and vendors regarding dispute status, documentation requirements, and resolution actions.
• Facilitate cross-functional discussions to remove obstacles and expedite dispute closure.
• Support collections efforts by reducing aged receivables impacted by disputes.
• Assist in minimizing payment delays resulting from unresolved vendor disputes.
• Monitor financial exposure associated with open disputes and escalate significant risks to management.
• Contribute to working capital improvement initiatives through effective dispute management.
• Maintain accurate records of all dispute cases, actions taken, aging status, root causes, and outcomes.
• Prepare weekly and monthly reports on dispute volumes, aging, resolution rates, financial exposure, and recovery trends.
• Monitor dispute KPIs and provide management with actionable insights and recommendations.
• Support the implementation and utilization of the Dispute Management System and ensure data integrity.
• Analyze recurring dispute trends and identify root causes.
• Recommend process improvements, control enhancements, and corrective actions to reduce future disputes.
• Collaborate with Finance and operational stakeholders to improve invoice accuracy, documentation quality, and dispute prevention measures.
• Ensure compliance with company policies, financial controls, audit requirements, and regulatory standards.
• Promote accountability and collaboration across departments involved in the dispute resolution process.

Required Qualifications

• Bachelor’s degree in accounting, Finance, Business Administration, or related discipline.
• Professional qualifications such as ACCA, CPA, CMA, CIMA, or equivalent are advantageous.
• Minimum 5–8 years of experience in Finance, Accounting, Accounts Receivable, Accounts Payable, Billing, Credit Control, or Dispute Resolution.
• Previous experience managing customer and vendor disputes is required.
• Experience within aviation, logistics, travel, service industries, or complex multinational environments is highly desirable.
• Experience working with billing platforms, and financial reporting tools.

Key Competencies

• Strong understanding of Accounts Receivable, Accounts Payable, billing processes, and financial controls.
• Knowledge of dispute resolution methodologies and root cause analysis techniques.
• Strong analytical and problem-solving capabilities.
• Ability to interpret contracts, invoices, supporting documentation, and financial records.
• Advanced Microsoft Excel and reporting skills.
• Experience with dispute management systems is an advantage.
• Strong communication and stakeholder management skills.
• Influencing and negotiation ability.
• High attention to detail.
• Customer and vendor relationship management.
• Results-oriented and proactive approach.
• Strong organizational and follow-up skills.
• Accountability and ownership mindset.
• Ability to work effectively across multiple functions.