OTC/AR Operations Manager

Role Summary

• OTC Operations Manager
• Location: Sibiu (Infosys BPM) - Hybrid 3/2
• Role Purpose

Responsible for end-to-end management of OTC operations for assigned client account(s), ensuring high-quality service delivery, achievement of business objectives and strong client satisfaction.

You can expect from us

• Long-term and stable cooperation;
• Benefit platform;
• Organized training sessions during the first weeks and further upskilling courses (online, with our experts);
• 22 paid vacation days in the first year plus 2 more paid vacation days starting with the second year;
• Modern, cozy and central location in Bucharest;
• Teamwork in a multicultural environment;

Medical subscription and life assurance.

Responsibilities

• Manage daily OTC operations and ensure achievement of SLA/KPI targets.
• Act as the primary point of contact for client operational stakeholders.
• Build and maintain strong client relationships and lead governance discussions.
• Drive team performance through effective leadership, coaching and development.
• Support career growth, engagement and retention of team members.
• Collaborate with Operations Managers and cross-functional teams to ensure service excellence.
• Manage escalations, risks and operational challenges in a timely manner.
• Identify opportunities for process improvements, automation and efficiency gains.
• Ensure compliance with client requirements and internal policies.

Requirements

• 10+ years of Finance & Accounting experience
• 5+ years in regional or multi-country leadership roles
• Strong expertise in OTC
• Experience managing stakeholders, escalations, and cross-functional teams
• Knowledge of controls, audit, compliance, and risk management
• Experience with transitions, transformation, and process improvement programs
• Advanced English and German communication skills
• Proven people management experience in a BPO/SSC environment
• Experience managing performance against operational targets

Key Skills

• Strategic stakeholder & client relationship management
• Analytical thinking, problem solving, and decision making
• Cross-cultural leadership and collaboration
• Change management and business transformation
• Continuous improvement mindset
• Risk awareness and governance focus