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: 
Language Delivery & Operations

About The Role:
 
Provides strategic and tactical direction to remote/virtual teams applying specialized knowledge and functional expertise in order to deliver a range of language services and support to clients within a medium to large vertical/accounts. Focuses on defining best practices, optimizing and standardizing internal processes and bridging gaps amongst stakeholders with the aim of delivering outstanding quality and improving client satisfaction levels.   

Responsibilities: 
* Provides Strategic Direction triggering Operational Excellence – Supports a virtual team responsible for delivering the full range of language services which achieve the highest levels of customer satisfaction within a vertical/account. Provides strategic and tactical direction to her/his teams to ensure high quality results and customer satisfaction. Delivers quality plans and best practices to business partners and effectively manages outcomes and measures of performance (e.g., quality, budget, resourcing and client satisfaction). Develops strategies and goals for clients/projects within the vertical and aligns with the broader vertical team.
* Delivers Quality, Value and Results – Enables team success by clearly communicating plans, performance goals and, providing timely feedback and direction (without formal managerial reporting relationships). Develops and implements strategies and tactics to improve processes, methodologies and tools. Monitors progress across regions/accounts/projects within the vertical and ensures issues are resolved in a timely and constructive manner. 
* Facilitates Functional Excellence – Works with senior leadership to develop overall strategies and tactics for the Language Delivery & Operations function. Promotes SDL as a world-class provider of language services and technology. Builds functional and vertical expertise by collaborating with the vertical stakeholders to deliver skill building programs, facilitating knowledge sharing and cross-functional collaboration and delivering training and supporting documentation.
* Builds Strategic Partnership/Relationship – Builds trust and credibility with senior/executive management by demonstrating an understanding of business demands/trends, customer needs and technology. Helps to build customer loyalty by ensuring customer requirements and expectations are understood and proactively addressing issues and concerns. Works collaboratively across organizational boundaries to implement policies, practices, and/or processes that will improve the overall results of the organization. 

Expected deliverables * Account and risk analysis – Performs regular analysis of strategic or escalated accounts covering processes, systems, risks and best practices in order to identify weak areas and determining recovery actions to close any existing/potential gaps accordingly
* Best practices, quality improvement plans – Designs best practices and quality improvement plans aimed to optimize internal process and tackle quality issues within specific accounts
* Processes, methodologies, tool enhancement plans – Designs strategies and tactics to improve QA processes and tools. Elaborates supporting documentation on processes and tools and provide training as required to other stakeholders
* Status reports and KPI analysis – Creates regular reports highlighting trends, risks and opportunities, analyzes performance against defined KPIs and designs improvement strategies as needed
Expected deliverables * Account and risk analysis – Performs regular analysis of strategic or escalated accounts covering processes, systems, risks and best practices in order to identify weak areas and determining recovery actions to close any existing/potential gaps accordingly
* Best practices, quality improvement plans – Designs best practices and quality improvement plans aimed to optimize internal process and tackle quality issues within specific accounts
* Processes, methodologies, tool enhancement plans – Designs strategies and tactics to improve QA processes and tools. Elaborates supporting documentation on processes and tools and provide training as required to other stakeholders
* Status reports and KPI analysis – Creates regular reports highlighting trends, risks and opportunities, analyzes performance against defined KPIs and designs improvement strategies as needed

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.   

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.