Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

The Collections Service Delivery Manager is responsible for overseeing the delivery of collection services across multiple European markets. The role focuses on managing collections teams, ensuring compliance with country-specific regulations, driving operational efficiency, and delivering excellent service to clients. This position requires a deep understanding of the European regulatory landscape, strong leadership skills, and the ability to optimize processes across a diverse region.
You will continuously improve the service by identifying potential risks and resolving them through innovative reliable tools and methodology deployed by motivated staff. You will constantly explore opportunities for account development.

YOUR TASKS

• Lead and manage collections teams across various European countries, ensuring that collection targets and service level agreements (SLAs) are met.
• Ensure compliance with European Union (EU) and country-specific laws and regulations, such as the General Data Protection Regulation (GDPR) and relevant debt collection practices.
• Develop and implement strategies to improve recovery rates while maintaining a customer-centric approach.
• Monitor and analyze key performance indicators (KPIs), such as recovery rates, delinquency trends, and agent performance across the region.
• Drive operational efficiency by standardizing processes where possible and adapting to local market conditions.
• Work closely with local legal and compliance teams to ensure that all collection activities are aligned with regulatory requirements.
• Manage relationships with key internal stakeholders, including finance, legal, and customer service teams, to optimize collections processes.
• Handle escalated cases, ensuring timely and satisfactory resolutions for clients and customers.

YOUR PROFILE

• Significant experience in collections management within Europe, with a strong understanding of European and country-specific regulations.
• Proven leadership experience in managing collections teams across multiple geographies.
• Familiarity with European debt collection regulations, including GDPR, EU Consumer Credit Directives, and other country-specific legislation.
• Strong analytical and problem-solving skills, with experience using data to drive performance improvements.
• Excellent communication and interpersonal skills, with fluency in English and additional European languages preferred.
• Experience working with collections software and customer relationship management (CRM) systems.
• Ability to work in a fast-paced, multinational environment with diverse stakeholders.
• Strong negotiation and conflict resolution skills.
• Advanced English
• Experience working in collections within a specific sector, such as financial services, healthcare, or utilities, in Europe.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) and their application to collections operations.
• Fluency in multiple European languages (e.g., French, German, Spanish) is a strong advantage.
• This role is suited to a highly skilled manager with a deep understanding of European collections processes and regulations, and a commitment to enhancing operational efficiency while delivering exceptional service to clients across the region.

WHAT YOU’LL LOVE ABOUT WORKING HERE

• Practical benefits: company car, yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
• Award- to winning development programs support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
• Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
• Power to build a sustainable, more inclusive future: Be the change and engage in our initiatives like IT Girls rEvolution Academy, CharITy Hackathon, Tree Planting or Grant Program.

GET TO KNOW US

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on TikTok! — @capgeminipl.

ABOUT CAPGEMINI

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

Apply now!