Customer Services and Collections Manager

At Ford Motor Company, we believe freedom of movement drives human progress. And as you start your career journey, we also believe in providing you with the freedom to define and realize your dreams. With all our incredible plans for the future, there's no better place to jump start an amazing career than Ford.

Ford Business Solutions Romania
is looking for a

Customer Services and Collections Manager
to join our
Ford Credit Team
in our
Bucharest
office.

Why Join Ford Credit?

We're committed to fostering a vibrant and supportive business environment. We believe in investing in our people You'll have opportunities for cross-training in various areas of the business, helping you expand your skills, gain wider business knowledge, and build a fulfilling career path right here at Ford.

About the Role

Ford Business Solutions (FBS) Romania delivers operational services to Ford Credit Europe and Ford Bank Germany across four key markets. Ford Bank, the financial arm of Ford of Germany, provides tailored financial products to Ford dealers and customers throughout Germany.

We are seeking a Customer Services and Collections Manager to lead the Romanian team supporting Ford Bank Germany. This role is pivotal in ensuring high-quality customer service, effective collections and loss mitigation, and the development of a newly transitioned team. The successful candidate will drive operational excellence, foster team growth, and ensure compliance with internal and external standards.

What will be your roles and responsibilities in the team?

• Provide Operational Leadership.
• Define and execute departmental strategies to meet service, quality, and performance objectives.
• Ensure delivery of best-in-class customer service aligned with Ford Bank Germany standards.
• Monitor and manage performance against SLAs and KPIs across all customer service and collections processes.
• Minimize portfolio risk and credit losses through proactive oversight and root cause analysis.
• Lead corrective action planning and ensure delivery of initiatives to meet performance targets.
• Drive continuous improvement and process efficiency through structured assessments and implementation.
• Ensure full compliance with internal policies and external regulations.
• Collaborate with central office teams, sharing key metrics and feedback to improve joint performance.
• Manage staffing levels and budgets to ensure adequate and capable resourcing.
• Lead or support Centers of Excellence (COE) initiatives to promote best practices and optimize performance.
• Conduct regular team meetings to share updates, motivate staff, and reinforce alignment.
• Champion a culture of continuous improvement and employee engagement.
• Train, Supervise and Develop Employees.
• Develop team members into future leaders through coaching, feedback, and career development planning.
• Create and implement tailored training programs to support onboarding and skill development.
• Conduct regular 1:1 sessions to support employee growth and address development areas.
• Promote diversity and inclusion by valuing individual differences and fostering respect.

Are we looking for you? Yes, if you have:

• MBA or degree in Business Administration (or equivalent), ideally with banking experience.
• Proven experience in collections, preferably within the automotive or banking sector.
• Strong leadership and supervisory skills with a track record of team development.
• Solid understanding of the auto finance or banking landscape in Germany.
• Experience in customer service preferred.
• Excellent analytical, communication, presentation, and negotiation skills.
• Fluency in English and German (written and verbal) is essential.

What you'll love about us:

• Flexible Hybrid Work to support your ideal work-life balance.
• Generous Vacation Plan and extra bonuses during Vacation, Christmas, Easter and March.
• Annual Performance Bonus
• Bonuses for Special Family Events to celebrate life's milestones.
• Transportation Allowance to make commuting easier.
• Exclusive Car Purchase Programs for team members.
• Meal Tickets to enjoy delicious meals at work.
• Team Events & Social Gatherings to build connections and have fun.
• Bookster Subscription for access to books and resources.
• Fresh Fruits in the Office to keep you energized.
• Discounts on Gym Activities & Local Restaurants for healthy living and dining out.
• Mental Health Care Program because your well-being matters.
• Volunteering Opportunities to give back to the community.
• Modern workspace just steps away from the metro station.

Location:
Bucharest