Job details
Job type full-time
Full job description
Job title: localization - customer quality and performance – regional manager
Location: remote (no east coast)
About rws:
Rws holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property servicesWe help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.
Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.
Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwideOur client base spans europe, asia pacific, and north and south america across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.
Founded in 1958, rws is headquartered in the uk and publicly listed on aim, the london stock exchange regulated market (rws.l).
About the role:
As a regional manager you will manage a team of customer quality and performance specialists and their portfolio of clients to deliver quality linguistic and performance services to support the delivery organization that result in excellent customer satisfactionPerforms all management responsibilities supporting and mentoring the team in all areas of their roleMay also work on non-client specific critical special projects
Responsibilities:
Manages a team that provides linguistic support to the delivery team to drive productivity and quality, resulting in high levels customer satisfaction.
Interfaces with commercial delivery managers, project managers and clients to fully understand linguistic requirementsAssists the team in selecting appropriate methods, processes and tools to achieve goals and deliver outcomes.
Develops and adjusts plans and staff assignments to address a variety of client requirementsMay perform individual contributor responsibilities on large/complex client projects and consults with project management/language offices//tech delivery and language technology on linguistic matters.
Enables the team to deliver exceptional results by setting clear expectations and measures of performance, providing feedback and coaching to drive success, and addressing issues and concerns in a timely and constructive manner.
Fosters a culture of quality and customer focusManagement responsibilities may include determining staffing needs, ensuring the implementation of performance and development plans, advancing employee engagement, and resource allocation/budgeting.
Works with his/her team to continually improve linguistic services, quality and customer satisfactionLeveraging deep functional skills, provides feedback and coaching to the team in order to improve their skills and develop the overall capability of the team.
Contributes to broader organizational initiatives aimed at overall improvements to methods, processes and tools.
Actively addresses productivity and quality issues in a timely fashion to ensure results are achieved.
Works with the team to develop and implement the highest quality linguistic processes, methodologies, and toolsRegularly monitors progress and quality to ensure efficient and effective linguistic/technical solutions are provided to the delivery team.
Works collaboratively with commercial, delivery and technology organizations to deliver the highest quality services to the clientBuilds trust with project teams by addressing issues in a timely and constructive mannerBuilds positive customer relationships by fully understanding the customer’s requirements, being responsive to changes, and demonstrating a sense of urgency.
Requirements:
Minimum of 5 years in localization
Minimum of 3 years in operations experience in people management roles
Wide experience with linguistic asset strategy and management, qa and methodologies, process improvement and risk management
Excellent writing and verbal skills with native level english fluency and strong linguistic background
Excellent command of ms office
Strong customer focusDemonstrates concern and takes action.
AnalysisExamines data to grasp issues and draw conclusions.
Planning & organizingDefines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives.
Problem solvingSystematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impact of potential solutions.
Process orientationFollows processes, placing a priority on how things are done.
Attention to quality & detailDiligently completes responsibilities, producing high quality results.
CollaborationWorks collaboratively and uses a positive approach to achieve goals.
CommunicationClearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
ConfidenceDemonstrates belief in his/her own abilities and knowledge
Benefits:
Amazing benefits(seriously!)
Infinite training, professional development and personal growth opportunities.
The rare opportunity to impact how organizations communicate globallyThere’s a reason we work with 90 of the top 100 brands.
Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
Great work life balance!
Life at rws - we work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company cultureRws is an equal opportunities employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trustAll employees have a right to be treated with respect and dignityRws operate in a manner for the inclusion of all - any form of discrimination is expressly prohibitedEmployees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.
We are proud to work in a company where all can succeed and grow their career and while rws operates in accordance with all local employment laws, if local law enables any form of discrimination this is against rws company policy and we will adhere to the highest standard.
Rws is an affirmative action employerQualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability statusFor more information about eeo/aap legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Recruitment agencies: rws group plc does not accept agency resumesPlease do not forward any unsolicited resumes to any rws employeesAny 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.
Category product management job type full-time
