Manager, Customer Service Training

Work Schedule

Other

Environmental Conditions

Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Position Summary:

 

As a Site Training Manager you will be leading a local team of training professionals to deliver an excellent training experience to the MSD service organization. You will forecast, plan, direct and coordinate all training activities to meet the business needs. You will be responsible for reporting progress and status of departmental activities and make decisions driven by factual information and in line with global processes and quality standards.  

 

Key Responsibilities:

• Work closely with key services regional and global partners to plan and implement training delivery to close agreed skills gaps  
• Ensure all training delivered within region is tracked and measured against agreed important metrics
• Coordinate and balance resources to meet the services requirements
• Stay aligned with the global training staff on common global processes and quality standards for training
• Ensure efficient ways of working and (internal) customer satisfaction
• Ensure that departmental deliverables are available for our (internal) customers on time and of high quality
• Interact and align with (external) projects to ensure efficient implementations of e.g., new tools and processes for training
• Develop the team members, by mentoring, goal setting, structured feedback, and providing challenges for growth
• When required actively participate in training facilitation and delivery
• Manage cost center to budget

People Specification:

• Bachelor’s degree is preferred but equivalent combinations of education, training, and relevant work experience may be considered
• Up-to-date knowledge and education in didactical methodologies
• Proven ability to lead and develop teams at a global level
• Ability to deal with changes effectively
• Excellent communication ability and people management
• Ability to communicate effectively to a broad variety of audiences
• Excellent working knowledge of effective project management, data analysis, budgets and resource planning
• Experience with systematic problem-solving
• Understands business circumstances and can integrate them into executional reality
• International experience preferred