German speaking Customer Services and Collections Manager

Position : Customer Services and Collections Manager

Location : Bucharest, Romania

Work model : Hybrid

Employment type : Full-time.

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 :

BENEFITS :