Customer Services and Collections Manager (German)

Customer Services and Collections Manager (German) If you are looking for an opportunity to progress your career, we look forward to receiving your CV. 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). Bachelor’s or Master’s 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 Department Customer Support Locations Bucharest Remote status Hybrid Bucharest About David Kennedy Recruitment Our company delivers exceptional recruitment services on a global scale, presenting an innovative approach that connects candidates and clients seamlessly. Founded in 2018 Co-workers 150+