Head of Operations, GBI

VELUX; Glenrothes; On-site; GBP 50,000 - 90,000; Full time

Job description

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.

Are you driven by a passion for delivering exceptional customer experiences and maintaining high service standards? Do you believe that outstanding customer service is the key to setting you apart from the rest?

Do you have strong leadership acumen, proven operations management experience, and a passion for continuous improvement and are you ready to take on the next challenge in your career?

Then you might be the Head of Operations, VELUX GBI is looking for.

We offer

A very interesting role, where you will join a dedicated team as our new Head of Operations. You will be heading Operations GBI, where you will be responsible for the management and strategic development of our Customer Interaction Centre, After Sales Service (consisting of Field Service and Technical & Remote Service) and Technical Training Academies.

You will be based at our beautiful and modern office in Glenrothes, Fife and there will be approximately 30 days travel a year.

Key Responsibilities

Reporting directly to the Vice President, Operations North Europe, and being part of a cross-country leadership team, your primary job will be to ensure the delivery of exceptional service to our customers while driving operational excellence across the organisation.

Especially, you will:

• Manage and develop Customer Service, Technical Training, After Sales Service and Operations Support for optimal customer centricity and service.
• Lead the department heads, ensuring efficient operations and high-performing teams.
• Monitor and secure KPI’s for the departments.
• Optimise processes using best practices and drive customer-centricity.
• Identify and implement efficiencies to enhance overall service quality and operational performance.
• Oversee order management, returns, complaint handling, and service quality.
• Develop annual plans and goal-oriented reporting for the entire area of Operations GBI.
• Implement sustainability measures in the departments.
• Stay updated on market trends to adjust service offerings accordingly.
• Expand professional network and contribute to international projects within the VELUX Group.
  
  

Who We Are Looking For

The ideal candidate will hold a Master’s degree within Business Administration or similar, combined with solid experience with leading, managing and developing teams.

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 can balance this with a deep business understanding.

Furthermore, we expect to you have:

• Experience within Customer Support and After Sales Service Operations.
• Demonstrated experience in coaching, developing and training others.
• Experience within change management and process management.
• A genuine commercial understanding.
• Excellent communication skills.
• International project experience and a global mindset is preferred.
• As a person you have 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.
• Experience working in regional and global environments, demonstrating the ability to navigate diverse cultural contexts and collaborate effectively across different markets.
  
  

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.

Application and contact

Learn more about the VELUX Group online at www.velux.com

We are looking forward to receiving your application and CV as soon as possible. We are reviewing candidates and calling for interviews on an ongoing basis, so don’t wait to apply.

Equal Opportunity Employer

VELUX Residential is fully committed to the concept and practice of equal opportunity in all aspects of employment. To further our goal of equal employment opportunity for all employees and prospective employees, it is the policy of VELUX Residential to recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, or any other basis prohibited by applicable law. All employment decisions shall be consistent with the principle of equal employment opportunity and only job-related qualifications will be required.