Job Description

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