Job Purpose
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.
Key Responsibilities
Job Overview
- 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.
- Relationship Building – Builds strong working relationships internally and externally with customers and qualified service providers (e.g., translators, proofreaders, interpreters, typesetters) to enable project team to work collaboratively and effectively. Cultivates long-term customer relationships and creates customer confidence by maintaining regular contact, assessing satisfaction, and uncovering concerns and business needs.
- 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 decisionmaking process
Skills & Experience
- Typically requires at least a degree or equivalent combination of education and experience.
- Typically requires minimum of 3 - 5 years related experience.
- 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.
- Accepts full personal responsibility for the quality and timeliness of work.
- Builds trust by behaving consistently, honestly and with integrity.
- Adaptable, curious individuals who experiment and can navigate the stress and discomfort of change.
- Explores alternatives and positions to reach positive outcomes that gain the support and acceptance of parties who are involved.
- 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
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If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood , then you’ll love 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.In return, we expect all our people to live by the values that unite us:
to partner
, putting clients fist and winning together
, to pioneer
, innovating fearlessly and leading with vision and courage,
to progress
, aiming high and growing through actions and
to deliver
, owning the outcome and building trust with our colleagues and clients.
RWS embraces DEI
and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.
RWS Values
Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.
Recruitment Agencies:
RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.
