- Manage and develop Customer Service, Operations Support and After Sales Service for optimal customer centricity and service, in a balanced way with Italian market need, and region guidelines.
- Promoting your activity performance internally and externally
- Lead the department heads, ensuring efficient operations and high-performance teams.
- Monitor and secure KPI's for the departments.
- Budget estimation and follow-up.
- Optimize processes using best practices and drive customer-centricity.
- Develop annual plans and goal-oriented reporting for the entire area of Operations.
- Stay updated on market trends to adjust service offerings accordingly.
- Expand professional network and contribute to international projects within the VELUX Group.
- Experience within Operations Support/Customer Support and After Sales Service.
- Proven experience with leading, managing and developing teams (+5 years).
- Demonstrated experience in coaching and training others.
- Experience within change management and process management.
- Experience in standard IT solution (ERP, CRM, analytic tools)
- A genuine commercial understanding.
- Excellent communication skills.
- International project experience and a global mindset is preferred.
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Head of Operations - Colognola Ai Colli, Italia - VELUX Group
Descrizione
Your challenges
At our office in Verona, you will be heading Operations Italy where you will be responsible for the management and strategic development of our Customer Interaction Centre and After Sales Service consisting of Field Service and Technical & Remote Service. Your primary job will be to ensure the delivery of exceptional service to our customers while driving operational excellence across the organisation. The role reports directly to the Senior Director CIC/AFS Region Southern Europe, and is part of a cross-country leadership team.Especially, you will:
Your qualifications
Most importantly, you have experience with leading highly skilled teams and know how to delegate, develop and build trust and competencies. You have great empathy and integrity, and are able to balance this with a deep business understanding. In addition, you have a strong drive and a proven track record of building valuable relationships across an international organisation. You look for opportunities and are able to cope with pressure and push-back from stakeholders.
Furthermore, we expect to you have:
Your opportunities
This is a fantastic opportunity for a highly motivated and focused professional to join a position where you will work alongside experienced and passionate colleagues – in a setting where knowledge is shared, and responsibility is given to those who can and will. Our teams are characterised by an informal tone, strong feedback culture, social events, and respect for each other both as team players and as individuals.
We are a strong value-based company where commitment, thoroughness and mutual respect are among the core values and teamwork and professionalism is essential to the way we work.
We will provide you with the opportunities, inspiration, and state-of-the-art tools to create a brighter, common future.
