Operations Manager

• Develop and implement strategic plans for improving the performance of departments.
• Supervise and assist department managers and team leaders, providing guidance, training, and performance evaluations.
• Foster a collaborative work environment and facilitate communication between departments to improve overall operations.
• Ensure compliance with company policies, industry regulations, and legal requirements, while managing risk.
• Set and monitor KPIs, track performance metrics, and implement performance improvement strategies.
• Optimize operational processes to enhance efficiency, reduce costs, and improve employee satisfaction.
• Develop and implement training programs to ensure continuous improvement and adherence to best practices.
• Prepare regular reports on operational performance and analyze data for trends and insights.
• Collaborate with cross-functional teams to align operational strategies and streamline workflows.

• At least 4 years of experience in a leadership position, specifically in managing call centre, back office, or legal operations.
• Proven track record of managing teams and enhancing operational performance.
• Strong understanding of debt collection processes and legal compliance in the relevant jurisdiction.
• Solid experience with performance metrics, KPIs, and reporting.
• Fluency in English is advantageous (both written and spoken).
• Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines.
• Excellent communication skills and the ability to work collaboratively with internal teams, clients, and legal partners.
• Strong analytical and problem-solving abilities, with a focus on improving operational efficiency.

• Understanding of legal regulations and industry standards, particularly related to debt collection and back office functions.
• Analyzing data, identifying trends, and using insights to drive improvements.
• Skilled in Microsoft Office (Excel, Word, PowerPoint) and familiar with operational software.
• Ability to tackle complex issues, identify solutions, and ensure a smooth workflow across departments.
• Capable of developing and executing operational strategies to improve performance and meet business objectives.
• Ensures high standards in operational processes and legal adherence.

"Agency for Control of Outstanding Debts" AD is a non-banking financial institution specializing in the acquisition and management of portfolios with non-performing receivables. In our relationships with people within the organization, partners, and clients, we are guided by the values of humanity, innovation, and responsibility.

We operate beyond the borders of Romania, with companies in Bulgaria and the Republic of North Macedonia.

The company is part of the MFG holding.

MFG is a group of fintech and insuretech companies whose mission is to provide easy access to finance and insurance for everyone regardless of their current social and financial condition. The group is active in seven countries so far: Bulgaria, Romania, Ukraine, Poland, Northern Macedonia, Spain and Croatia, and some of the businesses date as far back as 2005. The planned large-scale geo-expansion includes key international markets such as Germany, India, Mexico and USA. MFG is the responsible employer of more than 8,300 people in more than 450 offices in the countries in which it operates.