• Operational Excellence – Manages the overall operation of a large team/multi-department organization responsible for delivering the full range of language services that achieve the highest levels of customer satisfaction. Typically, manages a team responsible for a broad range of services and projects, including new, large and/or complex accounts. Accountable for the overall development and final quality of the language services of his/her organization. Works closely with project management offices to monitor productivity and quality; works collaboratively to resolve issues.
• 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 and exceptional customer service with other teams and stakeholders.
• Functional Excellence – Contributes to the overall Language Delivery & Operations function to continuously improve quality, processes and procedures, and tools and technology. Provides input to senior management on the development of goals and plans as they relate to language services. Builds organizational capability by focusing on the continuous improvement and skill development of his/her team.
• Delivers Quality, Value and Results – Directs and advises project teams on addressing new, large and/or complex requirements that result in high levels productivity, quality and client satisfaction. Acts as an escalation point on issues and works collaboratively with stakeholders to resolve in a timely fashion. Establishes clear plans and objectives that help to drive efficiency and quality.
• Strategic Partnership/relationship Building – Develops strong relationships with senior management and project teams by demonstrating a commitment to quality and customer satisfaction. Builds positive customer relationships by working with the project manager and clients to ensure business context, requirements, and expectations are fully understood. Works collaboratively across organizational boundaries to implement policies, practices, and/or processes that will improve the overall results of the organization.

Education

Typically requiring at least a degree or equivalent combination of education and experience

Experience

Typically requires minimum of 3 - 7 years related (management) experience

Critical Skills & Competencies

Attention to Quality and Detail

Diligently completes responsibilities, producing high quality results.

Business Acumen

Demonstrates understanding of business concepts, strategy, structures and processes.

Communication

Clearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.

Conflict Management

Productively addresses conflicts by focusing on the issues at hand to develop effective solutions.

Continuous Improvement

Constantly looks for opportunities to improve work processes and results.

Customer Focus

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

Engages & Motivates Others

Applies approaches that result in others feeling passionate about their jobs, committed to the company, and putting discretionary effort into their work.

Planning & Organizing

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

Process Orientation

Follows processes, placing a priority on how things are done.

Professional & Technical Expertise

Applies technical and professional knowledge, skills, and judgement to accomplish results.

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.

Results Orientation

Successfully achieves results, diligently working to overcome obstacles to achieve goals.

Team Leadership

Effectively leads teams to achieve team goals.

Works Across Boundaries

Shows a genuine effort to work as a unified organization to achieve business goals.