Customer Services and Collections Manager

15 hours ago

Bucharest Romania Hybrid Personalbüro U. Herrmann Full time 30,000 - 60,000 per year

Start: asap

DUTIES AND RESPONSIBILITIES:

  • Develop and implement departmental strategies to achieve service quality, performance, and efficiency objectives.
  • Monitor and manage operational performance against defined SLAs and KPIs across customer service and collections (or equivalent) processes.
  • Identify and mitigate operational or financial risks through data analysis and proactive management.
  • Lead corrective action initiatives and ensure the successful delivery of improvement plans to meet performance goals.
  • Drive continuous improvement through structured reviews, process optimization, and adoption of best practices.
  • Ensure full compliance with internal policies, procedures, and relevant regulatory requirements.
  • Collaborate with central or cross-functional teams to share insights, metrics, and recommendations for enhanced performance.
  • Manage workforce planning, staffing, and budgeting to maintain effective resource allocation.
  • Support or lead Centers of Excellence (CoE) initiatives to promote standardization and performance excellence.
  • Conduct regular team meetings to communicate updates, align objectives, and motivate employees.
  • Foster a culture of learning and professional growth through coaching, mentoring, and career development planning.
  • Design and implement tailored training programs for onboarding and ongoing skill enhancement.

REQUIREMENTS:

  • Native/fluent in German (C1), both verbal and written. As well as proficiency in English (B2). 
  • Bachelor's or Master's degree in Business Administration, Management, or a related field (MBA preferred).
  • Minimum of 5 years' experience in team leadership or operations management, ideally within a service delivery or collections environment.
  • Proven ability to manage large teams (20+ employees) and deliver measurable performance improvements.
  • Demonstrated experience in process optimization, performance management, and risk mitigation.
  • Strong leadership, communication, and people development skills.
  • Solid understanding of customer service operations, credit management, or similar business functions.
  • Experience in a B2C operational environment is an advantage.

BENEFITS:

  • Excellent remuneration package based on experience, skills and performance
  • Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
  • A friendly work environment that is adapted to reaching optimal performance
  • Working schedule of rotating shifts 24/7 
  • Meal allowance
  • Company car
  • Private health insurance

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