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: **
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Develop and implement departmental strategies to achieve service quality, performance, and efficiency objectives.
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Monitor and manage operational performance against defined SLAs and KPIs across customer service and collections (or equivalent) processes.
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Identify and mitigate operational or financial risks through data analysis and proactive management.
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Lead corrective action initiatives and ensure the successful delivery of improvement plans to meet performance goals.
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Drive continuous improvement through structured reviews, process optimization, and adoption of best practices.
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Ensure full compliance with internal policies, procedures, and relevant regulatory requirements.
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Collaborate with central or cross-functional teams to share insights, metrics, and recommendations for enhanced performance.
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Manage workforce planning, staffing, and budgeting to maintain effective resource allocation.
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Support or lead Centers of Excellence (CoE) initiatives to promote standardization and performance excellence.
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Conduct regular team meetings to communicate updates, align objectives, and motivate employees.
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Foster a culture of learning and professional growth through coaching, mentoring, and career development planning.
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Design and implement tailored training programs for onboarding and ongoing skill enhancement.
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**REQUIREMENTS: **
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Native/fluent in German (C1), both verbal and written. As well as proficiency in English (B2).
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Bachelor’s or Master’s degree in Business Administration, Management, or a related field (MBA preferred).
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Minimum of 5 years’ experience in team leadership or operations management, ideally within a service delivery or collections environment.
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Proven ability to manage large teams (20+ employees) and deliver measurable performance improvements.
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Demonstrated experience in process optimization, performance management, and risk mitigation.
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Strong leadership, communication, and people development skills.
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Solid understanding of customer service operations, credit management, or similar business functions.
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Experience in a B2C operational environment is an advantage.
**BENEFITS: **
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Excellent remuneration package based on experience, skills and performance
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Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
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A friendly work environment that is adapted to reaching optimal performance
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Working schedule of rotating shifts 24/7
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Meal allowance
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Company car
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Private health insurance