Customer Services and Collections Manager

2 weeks ago

Bucharest, Bucureşti, Romania JUJUR Full time 40,000 - 80,000 per year

We are seeking a Customer Services and Collections Manager. 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.

Position: Customer Services and Collections Manager

Location: Bucharest (Hybrid)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

  • 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.

  • 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.

REQUIREMENTS:

  • Fluent and professional German and English skills
  • MBA or degree in Business Administration (or equivalent), ideally with banking experience.
  • 5 years of team management and Collections experience where possible
  • Managing teams of 20+ employees,
  • 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.
  • Collections experience on a B2C environment

BENEFITS:

  • Indefinite contract
  • Company car
  • Working with a big player in the automotive industry
  • Yearly bonus
  • Holiday bonusses
  • Meal vouchers

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