Training & Development Manager - Operational Excellence

Your challenges

As Training & Development Manager you will join our Global Operational Excellence team within the Sales Regions, reporting into Tramaine Winther (Senior Manager). Our team was founded less than 12 months ago, and this position is brand new – giving you the opportunity to make your mark on how to fulfill the responsibilities of this position, thereby making your mark on the VELUX organization.

The purpose of our team is to improve efficiency and effectiveness in the customer experience across our customer call centers and field service technicians, as well as accelerating the digitalization of our customer experience. Our customer service organization already delivers a high service quality with happy customers and engaged employees, therefore, focus is on future proofing our position in the market. To ensure this, we believe it is important to create a learning environment which supports our customer service functions reach their full potential.

One of your responsibilities will be to map out training needs and develop a training framework that can be used across markets. You will work closely with a number of different stakeholders across all Sales Regions as well as our Commercial Excellence, Global Sales, and Operations Academy.

You will align and drive the implementation of our training programs from creation to deployment, ensuring that high impact training solutions are delivered and can be measured on their effectiveness, based on a set of evaluation criteria.

Your primary tasks will be to:

Create and own the annual training framework and plans across regions.

Drive development of training materials and translation – including global onboarding for our customer service and field service functions.

Deliver Train the Trainer to internal trainers and managers in the regions.

Review insights collected and communicate actionable recommendations to regions.

Support OpEx initiatives from a training perspective.

Ensure continuous improvement of training based on learner feedback.

Stay up to date with industry trends, technology and best practices to ensure the customer service organization is equipped with the necessary skills and knowledge.

Your Qualifications
To be the ideal candidate for this role, you

are a skilled professional with 4+ years of experience as management consultant, project manager or similar, and ideally bring experience creating and implementing large scale training programs that translate into multiple languages and cultures.

are good at analyzing topics, problems and situations and turning them into crisp and clear recommendations for management (including c-level management).

bring experience working across functions, countries and cultures in a global matrix organization, and are great at working collaboratively with and influencing people at all levels of an organization.

have advanced verbal and written communication skills, and is fluent in written and spoken English.

bring a master’s degree within a business oriented topic.

It is seen as a benefit if you bring solid knowledge of CRM systems and omni-channel contact center solutions (C4C and Genesys knowledge is a valuable asset), and in general you bring a digital mindset.

As a person, you enjoy working on the strategic and tactic level but your ‘can do’ attitude, problem solving skills and pragmatic mindset also ensures that you get things done! You are result-oriented, know how to motivate people to work towards a common goal, and you are not afraid to challenge status quo. Your key points are your holistic and business process-oriented approach and your ability to drive impact with respect for quality.

Since the role is global and new you can expect 40- 60 travel days per year. The amount may vary based on ongoing projects/priorities and over time.

Your opportunities

You will work alongside experienced and committed colleagues – in a setting where knowledge is shared, and responsibility is given to those who can and will. Global Operational Excellence is a new department in VELUX, so you will have the opportunity to have an impact on the area, which is of strategical high importance to our business.

We are a company where you can have exciting work balanced with your private life. In the team, we enjoy a high level of flexibility with regards to work from home days and time, while also valuing the impact and energy from co-location.