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:
- 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
