To manage all assigned projects in the most efficient manner possible in order to ensure client retention, satisfaction and ultimately repeat revenue growth. Through effective written and verbal communication ensure that project teams are clear to the scope, complexity and expectations of clients for all projects and that the clients are kept fully informed as to the progress, position and financial status of their projects. To manage and motivate the extended project team ensuring actions are clearly delegated and that resource/quality issues are escalated in a timely fashion to the departmental managers and Program Manager.

About Regulated Industries

RWS Regulated Industries is a highly specialized division of RWS, a world-leading provider of technology-enabled language, content, and intellectual property services. The Regulated Industries division is focused on developing translation and content management solutions tailored to address the complex regulatory environment in force with premium sectors such as Life Sciences and Healthcare (pharmaceuticals, medical devices, CROs, healthcare companies), Finance (banks, asset management companies, insurance providers, fintech) and Legal (law firms, audit companies).  

Essential Functions

Client Service

• Manage client requirements, needs and requests such as asset management, reporting and meetings.
• Serve as a primary point of contact to client. Act as backup client contact when team members are absent.
• Lead presentations educating clients about particular projects, project types or about RWS Regulated Industries in general.
• Lead the client post-mortem process.
• Manage client relationships and provide regular status reports on projects.
• Maintain positive client perceptions.
• Address complex client queries and concerns. Escalate to immediate supervisor client issues related to highly complex issues or items which may impact client account.
• Ensure client satisfaction by proactively seeking and offering solutions.
• Respond to client requests in a timely manner.

Project management

• Identify, communicate, and manage production risks as appropriate to eliminate potential pitfalls or obstacles.
• Engage in quotation preparation including complex and strategic requests.
• Ensure ISO requirements are being met.
• Launch and coordinate standard and complex projects which includes functions such as negotiating budgets, scheduling, resource allocation and work assignments.
• Perform administrative duties which include project closures, Translation Memory updates and folder structure maintenance.
• Produce reports and develop internal post-mortems to help improve processes and reduce risk.
• Ensure strict adherence to deadlines, budgets, and the completion of high-quality deliverables.
• Ensure the receipt of all purchase orders, approve invoices, and escalate payment issues where necessary.
• Review Profit & Loss report for projects. Provide rationale and suggest corrective action for items not meeting budget.
• Lead the creation of custom workflows and project instructions.
• Collaborate in the CAPA process with cross-functional teams.

Resource Coordination

• Collaborate with the Supply Chain.
• Engage with Supply Chain. May create and send POs to resources.
• Ensure project resources have the necessary tools and information to accomplish tasks.
• Alert resources of schedule or scope changes.
• Provide feedback to Supply Chain on resource performance.

Account Development

• Support Global Account team to improve overall budget, efficiency, and quality.
• Gather information to forecast upcoming work on various accounts and alert the team as necessary.
• Assist with account-related meetings and presentations.
• Support execution of approved account opportunities and their implementation.

Teamwork     

• Collaborate with project team members as necessary to perform and complete daily project tasks.
• Make recommendations for process improvements to have a positive impact on profitability and/or quality.
• Mentor junior staff, as needed.

Additional Duties

• Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective completion and delivery of projects.

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Knowledge, Skills and Abilities

• Ability to provide guidance to others in a clear and respectful manner.
• Ability to communicate effectively with employees through changes in procedures, client requirements, and other production processing issues.
• Ability to make decisions, collaborate with and assist employees through problems on job-related issues.
• Strong organizational skills in a fast-paced, deadline-driven environment.
• Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
• Fluent communication skills of written and verbal English.
• Ability to report work orally and in writing as required.
• Ability to understand, apply and use personal computers and software.
• A team player who can collaborate effectively with a diverse group of individuals.
• Ability to establish and maintain cooperative working relationships.
• Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to resolve customer service and production issues in a professional and efficient manner.
• Quality focus and detail-oriented.

Qualification Profile

Any combination of education and experience providing the required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Sciences, or related field.
• Three to five years of hands-on experience coordinating projects within the localization or translation industry.
• Successful customer service/account management experience, generally a minimum of two years.
• Computing skills, including experience with TRADOS or other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., FrameMaker, InDesign, etc.).
• Demonstrated successful leadership or mentoring experience preferred.
• Verbal and written fluency in at least one foreign language a plus.
• PMP Certification a plus.

• Delivery of projects to client’s expectations achieving targeted levels of profitability
• Compilation of estimates and proposals for approval, including notes section
• Adhering to the LQI sales process
• Production of project schedules using Microsoft Project and updating and maintenance where required.
• Close financial monitoring and control of projects through budgets, invoicing and change orders
• Project planning and implementing best methodology and process.
• Effective verbal/written communications with clients, Network Offices and internal team members
• Adhering to SDL project process including the use of Empower, Handover forms, Status reports and MDS forms
• Hosting and leading conference calls with clients and team members
• Risk assessment and strategic planning of activities to minimise potential issues
• Accurate filing and archiving of all project related materials
• Monitoring and mentoring of any assigned Project Co-ordinators/Associates
• Analysis of files using translation memory tools
• Identification of project/process improvement opportunities and escalating to Program Manager
• Holding regular project meetings, documenting these and distributing minutes/actions to the team.
• Maintenance and updating of invoicing tables and ensuring timely and final invoicing
• Development and preparation of process documents where required

• Account growth
• Profitability of projects as identified by budgets
• Client satisfaction levels assessed by feedback
• Numbers and levels of quality issues
• Effectiveness in advancing technology solutions

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. 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 with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

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

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