Overall Purpose of Role

Manages a team of Language Specialists and Coordinators to deliver high quality language services and support that result in excellent customer satisfaction. Performs all management responsibilities across the team and may work as a Lead Language Specialist utilizing advanced functional expertise.

Key Responsibilities

Operational Excellence - Manages the operation of a team to drive productivity and quality of language services that result in high levels of customer satisfaction. Interfaces with project managers and clients to fully understand requirements and assists in the selection of appropriate translation processes and procedures. Plans and allocates the work of the team and freelance translators to best manage the short and long-term demands/fluctuations. Adjust plans and assignments of the team to address changes in requirements and/or staff. May perform the function of lead translator on large/complex client projects and consults with project management offices on linguistic matters.

 Leadership Excellence - 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 focus. Management responsibilities may include determining staffing needs, ensuring the implementation of performance and development plans, advancing employee engagement, and resource allocation/budgeting.

 Functional Excellence – Works with his/her team to continually improve language services, quality and customer satisfaction. Leveraging 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 translation productivity, processes and procedures.

 Delivering Quality, Value and Results – Actively addresses productivity and quality issues in a timely fashion to ensure results are achieved. Ensures the team adheres to SDL’s linguistic processes, procedures, and quality standards. Regularly monitors quality assurance tasks (QA), reviews, and proofing to ensure the highest quality translations.

 Strategic Partnership/relationship Building – Works collaboratively with project management offices to ensure the highest quality services are provided to the client. Builds trust with project teams by addressing issues in a timely and constructive manner. Builds positive customer relationships by fully understanding the customer’s requirements, being responsive to changes, and demonstrating a sense of urgency.