Location: East Hartford, Chicago, Bloxham, Nottingham   (open to remote)           

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

RWS Division:

RWS Regulated Industries division provides a full suite of language services exclusively for highly regulated industries such as Life Sciences, Healthcare, Financial services, and Legal industries.  This includes language solutions for clinical trial management and linguistic validation of Clinical Outcomes Assessments (COAs), insurance, retail, commercial and investment banking, compliance, mergers & acquisitions and Litigation.

About The Role:

Under the general supervision of the Director of LV Operations to oversee and administer the function and operations of the Linguist Validation (LV) Services Department serving as a resource to staff as it relates to their respective areas of specialization including Survey Research Analysis, Licensing, COA Coordination, and LV Traffic Management. Ensure the efficient, accurate and timely completion of projects and assigned work, and develop internal controls as needed, in conformance with company policies and practices. .

Supervise department employees in achieving the overall objectives of the LV Services Department and supporting the LV division in general. Effectively coordinates team projects or department work groups.

Responsibilities:

• Understands and adheres to company Quality Management System (QMS) requirements including but not limited to ISO 9001 and other standards.
• Has a working knowledge of all key tasks related to the following functions: research and review of Clinical Outcomes Assessments documents and other related forms; maintenance of the repository; Instrument licensing; and survey analysis processes (e.g. the review of source documents for structure and ease of translation to the foreign language/country of study).
• Manages functional areas of the LV Services Department to ensure assigned tasks are completed in a timely and appropriate manner to support the efficient and accurate completion of LV projects.
• Improves the functionality of each area based upon client feedback, process reviews, updates to scope and responsibilities of department.
• Identifies redundancies and/or complementary functions within departments under supervision and works to streamline functions to enhance efficiencies and eliminate redundancies, where appropriate.
• Works independently to develop, propose, and complete process improvement projects and/or action plans.
• Within the scope of responsibility, ensures department and individual performance objectives are met.
• Ensures developer invoices are paid in a timely manner.
• Audits the appropriate records in CRM to ensure new company and client records are entered with 100% accuracy.
• Enters customer feedback into the customer feedback system in CRM and works with staff to ensure the timely and satisfactory resolution of customer issues.
• Handles issues escalated by clients and/or staff and implements corrective measures as necessary to ensure proper workflow and client satisfaction.
• Evaluates the impact of incoming requests on the translation process and advises staff as to the best course of action.
• Ensures accurate reporting of and compliance with all relevant Project Planning and Project Management data elements needed for monitoring and reporting Key Performance Indicators (KPIs), Master Services Agreements (MSAs) and/or Service Level Agreements (SLAs).
• Facilitates and adheres to applicable ISO requirements, client level SLAs/MSAs and department and company-wide KPIs.
• Properly matches staff skills and experience, and schedules and assigns work or new projects accordingly.
• Ensures the department employees are handling the appropriate amount and complexity of work, and modifies work assignments as necessary.
• Ensures tasks are assigned to appropriate LV Services team members so that a balanced workload is achieved in each functional area.
• Sets work methods and performance standards and monitors the performance of all department employees.
• Effectively facilitates regular meetings with each staff member.
• Completes performance reviews within the timeframe given in such a way as to motivate the employee to correct poor performance and reinforce good performance.
• Employs effective interviewing techniques to support the hiring of the candidate that is the best fit for the job.
• Properly assesses department needs in terms of staffing and resources and demonstrates an understanding of when and how to initiate action plans to meet those needs.
• Demonstrates strong problem solving and decision making skills when unexpected situations arise during the course of a project.
• Participate productively in the Management Review Meetings, developing and effectively communicating the necessary reports to the managing staff and subsequently to the LV Department members.

Requirements:

• Ability to provide leadership for employees and clear direction, goals and objectives in a respectful manner.
• Ability to communicate with, train and lead employees through changes in procedures and processes.
• Ability to make decision and lead employees through problems on job-related issues.
• Knowledge of English grammar, syntax, word usage, and excellent proofreading skills.
• Organizational and time management skills including the ability to prioritize work.
• Excellent and accurate data entry skills.
• Excellent customer service skills, including the ability to communicate clearly with clients and resolve customer issues or complaints.
• Ability to report work orally or in writing to supervisor as required.
• Ability to carry out instructions furnished in written or oral form, with attention to detail, and to work with minimal supervision.
• Ability to understand, apply and use personal computers and software applications (e.g., Word, Excel, PowerPoint, CAT tools, Adobe Acrobat, Office 365/Skype, etc.).
• Ability to prioritize and creatively problem solve job and production related issues.
• Ability to work as part of a team and with a diverse group of individuals.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work; teamwork and consensus-building skills.
• Ability to resolve customer service issues in a professional and efficient manner.

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:

• Bachelor's Degree in Business, English, Foreign Language, Social or Applied Science, or other related field.
• Successful demonstrated experience in related role within the translation industry, generally a minimum of five years.
• Successful supervisor or leadership experience, minimum of two years.
• Successful customer service and/or administrative experience, minimum three years.
• Foreign language experience a plus.

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 culture. RWS 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 trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees 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 Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For 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 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.