Manages a variety of types of projects/accounts to implement solutions to clients that result in excellent quality, customer satisfaction, retention and is on budget. Applies deep project management, customer service expertise, product/solution experience, and knowledge of vertical sector, to efficiently and effectively implement projects and deliver a positive customer experience.
About Transform
At RWS, we enable the world s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.
Job Overview
Key Responsibilities
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Operational Excellence
Delivers a variety of projects, often of medium to high complexity, on-time, within budget and with high quality. Manages all facets of the project and account management with little to no instruction/supervision (e.g., work analysis/scoping, project methodology, planning, resourcing and scheduling, technology, monitoring and controls, additional business opportunities and communications). Devises and optimizes workflow processes that enable a more effective and efficient service to the customer. Acts as the main contact for the customer and monitors progress and achievement against established KPIs (e.g. quality objectives of on-time delivery and content quality, profitability of accounts). Takes corrective actions to resolve issues and keep project on track. -
Delivers Quality, Value and Results
Uses a variety of project management methodologies, tools, and problem solving techniques to optimize project quality and profitability. Contributes to continuous improvement, particularly in the area of root cause analysis and taking corrective action. Owns and coordinates an investigation into an escalation (e.g., client complaints, non-compliance). Helps to build customer loyalty by being proactive with the customer, for example, in handling problems before they escalate, identifying opportunities for improvement, identifying additional products and services that can help solve business issues. -
Functional Excellence
Applies deep project/account management expertise to identify areas for improvement (e.g., methods, processes, resources) that will increase customer satisfaction and business opportunities. Applies specific knowledge of the vertical and localisation technologies (e.g., Studio, TMS, Multitrans, World Server, Helix, Atlas) to meet the customer s expectations. Actively looks for ways to optimise customer experience and raises ideas to management. Works with other functions (e.g., Vendor management, Engineering, Risk & Quality) to drive customer excellence strategies and tactics and implement improvements. - Experienced professional with a full understanding of area of specialization
- Typically works on problems/projects of diverse complexity and scope
- This is a fully qualified, long-term career level
- Exercises independent judgment in selecting methods and techniques for obtaining solutions
- May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process
- Little to no instruction on daily work assignments
- Demonstrates concern and takes action for meeting and exceeding their customer s expectations and requirements.
- Systematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impact of potential solutions.
- Clearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
- Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives.
- Shows a genuine effort to work as a unified organization to achieve business goals.
- Successfully achieves results, diligently working to overcome obstacles to achieve goals.
Skills & Experience
- Typically requires at least a degree or equivalent combination of education and experience.
- Typically requires minimum of 3 - 5 years related experience.
- File preparation, analysis and reintegration of all projects using appropriate in-house or third party tools.
- Excellent knowledge of all translation processes and support as part of the sales process, analysis of client requirement including management of client test translations.
- Management of the localization of complex documentation project including artwork edits.
- Management of the localization of all engineering file types including software, testing and screen-shooting.
- Management of the localization of file types related to e-learning and multimedia.
- Full understanding of ISO 21500.
- Understands industry specific regulatory requirements and the impact government regulations have on each document type. Able to support the Sales process of a specific industry.
- Identifies potential risks in advance, analyses them and takes necessary actions to reduce the risk.
Life at RWS
Life at RWS
Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.
to partner
RWS embraces DEI
RWS Values
Get the 3Ps right Partner, Pioneer, Progress and we ll Deliver together as RWS.
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