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.
• 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.
• 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 for a big player in the automotive industry
• Yearly bonus
• Holiday bonusses
• Meal vouchers