Job Description

 

• Title: LV PM Client Team Lead     
• Location: USA Remote
• Remote candidates residing and working in the following states will be considered for this position:

Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kansas, Maine, Maryland, Massachusetts, Michigan, Missouri, New Jersey, North Carolina, Ohio, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin

 

RWS

 

RWS Holdings plc is a unique, world-leading provider of technology-enabled language, content, and intellectual property services. Through content transformation and multilingual data analysis, our unique combination of technology and cultural expertise helps our clients to grow by ensuring they are understood anywhere, in any language.  

 

Our purpose is unlocking global understanding. By combining cultural understanding, client understanding and technical understanding, our services and technology assist our clients to acquire and retain customers, deliver engaging user experiences, maintain compliance, and gain actionable insights into their data and content.  

 

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 of 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.  

 

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: RWS  

 

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). 

 

Job Purpose

 

Under the general supervision of the LV Project Management Supervisor or Department Manager, the LV Project Management Client Team Lead is a key member of the LV Project Management team and serves as a primary client contact and first-level escalation point to client team members.  The role oversees day-to-day project activities within a team and ensures that production and project objectives are met including budgetary and KPI requirements.  The position analyzes trends and regularly meets with teams to discuss open and emerging business issues for assigned accounts.  Utilizing problem solving abilities, the LV Project Management Client Team Lead uncovers problems with systems, identifies areas for development, and makes recommendations for solutions.  The role leads or actively contributes to special projects including implementing client-focused process improvements and liaises with the account management team to target specific areas for business growth within existing client relationships, assisting the team in achieving those goals where applicable.

 

The LV Project Management Client Team Lead serves in a production capacity by providing clients error-free linguistically validated Patient Reported Outcomes instruments through a reiterative process of harmonization, back translations, expert review, in-country review and cognitive debriefing. The role routinely serves as lead project manager and coordinates completion of multiple complex projects simultaneously and independently.

 

The LV Project Management Client Team Lead has team management responsibilities, including monitoring and assigning jobs, effectively coordinating team projects or department work groups, and mentoring staff. The role assists the Supervisor and/or Manager of the LV Project Management Department in administering the department’s functions and operations including ensuring all client projects are completed in an efficient, accurate and timely manner within budget and transmitted to clients as required.

 

Key Responsibilities

 

Client Service

 

• Communicates directly with assigned clients and builds collaborative relationships, identifies areas for improvement in current processes, and implements solutions that result in measurable efficiencies and quality improvements.
• Actively participates in client-facing meetings to ensure clients are kept informed regarding the status of projects and updated on the progress of process-improvement initiatives. Ensures client needs are addressed and issues are resolved.
• Analyzes trends and proposes, develops, implements, and documents client-focused process improvement projects and/or action plans.
• Serves as first-level escalation point for Project Managers assigned to the client team and provides guidance in resolving issues and escalating when appropriate.
• Independently troubleshoots and problem-solve issues, and determines best course of action for timely, effective, and accurate resolution. Effectively performs root cause analysis.

 

Project Management

 

• Serves as lead project manager and coordinates completion of the most complex projects.
• Communicates with clients on a regular basis to provide timely project status updates, ensure their needs are met, issues are resolved, describe company products and services, and to maintain and expand customer base.
• Coordinates with colleagues on the client team and in other departments for the purpose of ensuring efficient workflow and to ensure cost and time estimates are accurate and within company capabilities based upon available resources, and that orders are processed according to client requests.
• Maintains up-to-date information in charts, spreadsheets, logs, and company database(s) as needed to ensure ongoing logs needed for future reference and retrieval.
• Coordinates with the Finance Department to ensure timely and accurate processing of invoices and payments for projects.
• Transfers project files within company electronic filing system to facilitate processing.
• Recommends policies, procedures and/or actions for the purpose of improving efficiency and product quality, and for providing direction for meeting the company's project management objectives.
• Understands and adheres to company Quality Management System (QMS) requirements. Assists in root cause analysis.

 

Resource coordination

 

• Works closely with Vendor Management on resource needs and planning.
• Trains vendors in services provided by the Linguistic Validation business unit.
• Effectively conveys complex instructions to vendors and independently resolves situations as they arise.
• Evaluates vendor performance for quality, timeliness, and other operational factors related to completion of assigned tasks.
• Provide feedback to Vendor Management on external resource performance.

 

Teamwork

 

• Assists in scheduling and assigning work within the team, setting work methods and performance standards. Modifies work assignments according to complexity and staff availability as necessary to meet the department’s objectives.
• Assists in the evaluation of team members in a timely and professional manner for the purpose of ensuring their department and individual performance objectives are met.
• Receives, reviews and responds to questions from Project Management staff for the purposes of employee development and resolving issues and implementing corrective measures as necessary to ensure proper workflow and client satisfaction, escalating as necessary to the department Supervisor and/or Manager.
• Coaches, develops and mentors staff.
• May participate in the selection process of new employees.

 

Additional Duties

 

• Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the department or other company goals and objectives.

 

• 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.

 

 

Skills & Experience

 

Any combination of education and experience providing the required skill 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 Science, or another related field.
• Minimum four years successful project management experience within the translation/localization industry with preference for background working with linguistic validation projects.
• Successful customer service/account management experience, generally a minimum of four years, including at least three years’ experience within the translation industry.
• Successful leadership or mentoring experience. Prior supervisory experience preferred.
• PMP Certification a plus.
• Multi-language reading comprehension and written proficiency a plus.
• Ability to provide leadership for employees and clear direction, goals and objectives in a respectful manner.
• Ability to communicate and lead others through changes in procedures, client requirements and other operational issues.
• Ability to make decisions and lead employees through problems on job-related issues.
• Strong organizational skills in a fast-paced, deadline-driven environment.

 

 

 

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 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 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. 

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

 

RWS Values 

 

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