About RWS:
RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We 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 worldwide. Our 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).

For further information, please visit: www.rws.com

 

ABOUT THE ROLE:

The Senior Program Manager leads a large group of 20 team members divided between different clusters/countries to develop and implement strategies, methodologies, processes and tools for the Client Services function that drive service excellence and an enriched customer experience.

The Senior Program Manager acts as the Global Lead for this strategic account to ensure continuity and alignment across the regions, represents RWS’s brand and increasing presence in the market through networking and relationship building.

 

RESPONSIBILITIES:

• Operational Excellence:

• Manages the overall operation of the team responsible for the development and implementation of a range of operational processes and procedures that improve efficiency and effectiveness.
• Develops strategies and plans to improve operational efficiency, leads implementations and measures success.
• Provides leadership and direction to his/her team on a variety of operational and strategic initiatives that have a direct contribution to structural improvements to the RWS Support service. May provide direct expertise on critical and/or high impact projects.
• Act as Global Lead to allow effective collaboration and partnership between the teams servicing different Business Units across APAC, NASA and EMEA regions.

 

• Delivers Quality, Value and Results:

• Champions service excellence by influencing the adoption of new processes, methodologies, and tools across the Client Services organization.
• Provides leadership and expertise in projects that require a large degree of change management.
• Fosters effective communication and collaboration between his/her team cross functionally to ensure solutions address the key issues and requirements and ultimately improve the overall customer experience.

 

• Leadership Excellence:

• Enables the team to be successful and deliver exceptional results by establishing clear departmental objectives, communicating how objectives support overall business goals/strategy, and helping team members understand how they contribute. Intentionally takes actions to enhance employee engagement.
• Understands and leverages the unique skills and expertise of the team to the fullest potential, expands opportunities for growth and development, and celebrates and recognizes success. Effective in removing barriers to success and addressing performance issues.
• Fosters a climate of collaboration, promotes feedback and exceptional customer service with other internal teams and third-party stakeholders.
• Contributes to the overall organizational strategy for EMEA Lifesciences within RI, leveraging subject matter expertise. Frequently leads critical activities or initiatives that advance RWS’s customer focused values and culture. Actively shares knowledge and subject matter expertise cross functionally to build customer service skills and culture across the organization.

 

• Strategic Partnership/relationship Building:
  • Develops positive relationships across organizational boundaries by working with stakeholders to understand issues, requirements and opportunities and developing strategies and plans to increase value to the customer.
  • Gains credibility and builds trust internally with peers, colleagues and senior management, as well as externally with client and stakeholders by addressing issues and making necessary changes that improve the customer experience.

 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Team Leadership:

• Effectively leads teams to achieve/exceed team goals while fostering a positive and safe atmosphere and all the necessary conditions to build a high performing team (let’s not forget fun!).
• Actively develops team members by helping them to grow using coaching techniques if applicable to get the best out of them.
• Lead the team through change

 

• Communication:

• Effectively expresses ideas verbally in individual and group situations.
• Provides positive and constructive feedback regularly.
• Clearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
• Working across boundaries:
• Shows a genuine effort to work as a unified organization to achieve business goals, including but not limited to a close partnership with the Sales, Solutions, technical support teams as well as peer Program Managers and LS EMEA upper management.
• In particular, works closely with the Sales representative to reinforce Client Service and ensure the growth of existing Business Units while helping secure new business with competitive bids, client meetings and visits.

 

• Relationship Agility:

• Relationship builders who are very self-aware, can inspire others, and can easily build relationships and interact with a wide variety of diverse people in a variety of situations.
• Regularly organizes and promotes opportunities to speak to clients during kick off calls or regular weekly/monthly calls to strengthen relationship: calls with webcam or client visit when possible.

 

• Problem Solving:

• Systematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks assessment and the impact of potential solutions.
• Proven track record of leading complex projects with multiple steps, stakeholders and tight schedule

 

• Planning and Organizing:

• Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives.

 

• Process & Technology Orientation:

• Follows processes, placing a priority on assessing how things are done with a focus on continuous improvement.
• Understands the principle of localization CMSs, TMSs and connectors as tools to increase productivity and reduce manual work to focus on real added value work which make the difference to customers.
• Analyses the current challenges and gaps related to current technology state and seek opportunities to better support the teamwork in connection with the client needs and set up.

 

• Monitoring, Analysing and Reporting data:

• Regularly monitors and reports on KPIs, financial and quality results as well as trends.
• Examines data to grasp issues and draw conclusions.
• Closely monitors gross margin and draws/shares conclusion on sales strategy and processes in place.
• Regularly reports and presents results to the wider team.

 

• Aligning work to goals:

• Understands, influences and actively conveys RWS values and effectively uses them to align the team work to the wider RWS goals and strategies.

 

• Customer Focus & Business Intelligence:

• Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements.

 

• Creativity & Innovation:

• Creates and promotes new ideas and applies them to develop new or improved results.

 

REQUIREMENTS:

• Master’s or Bachelor’s Degree in Translation, Localisation or Business
• Experience: Proven track record of large and multicultural team management in the localization industry, using leadership skills to successfully bring the team to high performance while ensuring high client satisfaction leading to revenue growth, talent development and retention.
• Advanced English (B2-C1) in speaking and writing – French, Spanish or Polish language a plus
• Knowledge in Regulated Industries and Lifesciences/Medical Device a plus
• Experience in managing recruitment processes
• Experience in sourcing and liaising with internal linguistic departments
• Willingness and ability to establish contact with new people
• Tech savvy with an interest in CMS, TMS systems and connectors
• Knowledge of TM tools such as Trados and XTM a plus
• Analytical (Excel/Sisense) and problem-solving abilities
• Negotiation skills
• Growth mindset
• Embrace change as the only constant and leads the team through peaks and changes
• Ownership and swift decision making
• Attention to details

 

WE OFFER:

• Employment contract
• Remote working system (with some travels expected to the various RWS offices and onsite to meet clients as needed)
• Active participation in international projects
• Internal trainings for processes and tools used daily
• Multisport Card (Poland)

 

Please note that, by submitting your CV for consideration, you are consenting to RWS Holdings PLC storing your CV and using the information contained in it to consider you for any positions you have applied for and any positions we consider may be of interest to you. Please note your information may be shared internally across different RWS Holdings PLC departments in our offices worldwide during the recruitment process. RWS Holdings PLC will use 3rd party software in which your information will be processed in 3rd party hosting centers, RWS Holdings PLC has entered into appropriate agreements to safeguard your data. If your application is successful your information will be processed in connection with your engagement with RWS Holdings PLC. Should your application not be successful, your CV will be stored in our systems for a period of 2 years. If you have any queries about this email, please contact us by replying to this message. You may also read our Privacy Policy RWS Privacy Notice https://www.rws.com/legal/privacy/privacy-notice/ If you did not send us an email instructing us to process your personal data please contact us immediately at privacy@rws.com

 

RWS embraces diversity 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.