Customer Services and Collections Manager - German - Bucharest

Ready for a career move that feels right? At Dila Recruitment , you're more than just a resume. We offer a deeply personal recruitment experience, taking the time to understand your individual aspirations. Plus, our team of recruiters lives and works internationally, providing you with access to a wider range of global opportunities and a nuanced understanding of different markets.

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 :

BENEFITS :