Customer Services and Collections Manager (German)

David Kennedy Recruitment is working with leading casino & sports betting company that is looking to recruit a German speaking Customer Services and Collections Manager to join their Bucharest team.

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:

• Native/fluent in German (C1) both verbal and written. As well as proficiency in English (B2).
• Bachelors or Masters degree in Business Administration Management or a related field (MBA preferred).
• Minimum of 5 years experience in team leadership or operations management ideally within a service delivery or collections environment.
• Proven ability to manage large teams (20 employees) and deliver measurable performance improvements.
• Demonstrated experience in process optimization performance management and risk mitigation.
• Strong leadership communication and people development skills.
• Solid understanding of customer service operations credit management or similar business functions.
• Experience in a B2C operational environment is an advantage.

BENEFITS:

• Excellent remuneration package based on experience skills and performance
• Be part of a dynamic multilingual multicultural and creative team with positive and friendly atmosphere
• A friendly work environment that is adapted to reaching optimal performance
• Working schedule of rotating shifts 24/7
• Meal allowance
• Company car
• Private health insurance