Dispute Resolution Supervisor

Role Overview

The Dispute Resolution Supervisor is responsible for leading and coordinating the end-to-end resolution of customer and vendor invoice disputes across the organization.

The role serves as the central point of accountability for disputed transactions, ensuring timely investigation, stakeholder coordination, issue resolution, and recovery of outstanding balances while minimizing financial risk and supporting healthy cash flow.

The position works closely with Accounts Receivable, Accounts Payable, Billing, Commercial, Operations, UET, customers, and vendors to resolve disputes, identify root causes, improve processes, and strengthen financial controls.

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.