About this role
OTC Operations Manager with German 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.
Key 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. Qualifications 10+ years of Finance & Accounting experience5+ years in regional or multi-country leadership rolesStrong expertise in OTCExperience managing stakeholders, escalations, and cross-functional teamsKnowledge of controls, audit, compliance, and risk managementExperience with transitions, transformation, and process improvement programsAdvanced English and German communication skillsProven people management experience in a BPO/SSC environmentExperience managing performance against operational targets Key Skills Strategic stakeholder & client relationship managementAnalytical thinking, problem solving, and decision makingCross-cultural leadership and collaborationChange management and business transformationContinuous improvement mindsetRisk awareness and governance focusYou 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.