Customer Services and Collections Manager - German - Bucharest
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
- Department
- Management
- Locations
- Bucharest
- Remote status
- Hybrid
Bucharest
About JUJUR
Jujur. Honest, trustful, fair.
Transparency is key at Jujur. Our team is committed to deliver an honest and personal approach when it comes to recruitment solutions. Candidates and clients come to us as we take the time to really understand their needs.
We are upfront while setting realistic and achievable goals. We believe that treating others with fairness and dignity is the rain that helps them grow and be fruitful.