Job Purpose
Job Purpose
The Performance Lead/Manager manages both the OTD and EXT KPIs in the most efficient manner possible to ensure client satisfaction and ultimately exceed client expectations. The OTD/EXT Performance Lead/Manager is the primary interface/POC for everything related to OTD and EXT KPIs both for external and internal stakeholders. This candidate must be proactive, able to handle shifting and changing priorities fast and effectively with strong written and verbal communication skills. Additionally, the OTD/EXT Performance Lead/Manager needs to partner and collaborate both with production and translation teams, ensuring root cause analyses are performed on a timely manner and corrective/preventive actions are clearly implemented and tracked throughout the month and on a monthly/quarterly basis.
About Transform
At RWS, we enable the world’s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.
Job Overview
Key Responsibilities
- OTD & EXT KPI E2E management to meet and exceed client’s expectations and achieve targeted levels of performance
- Proactive analysis of trends and gaps per product and target locale
- Compiling data and statistics on a daily, weekly, monthly and quarterly basis
- Strategic planning involving RCA methodologies, CAPA processes, and risk assessment
- Accurate documentation and reporting of product and locale trends, gaps and opportunities
- Identification and development of project/locale/process improvement opportunities
- Providing clear and consistent communication with customers and internal stakeholders
- Addressing performance-related issues as well as customer escalations and requests
- Monitoring and mentoring of any assigned coordinator
Skills & Experience
- Degree/certification in Project Management, translation, linguistics, cross-cultural communication or related fields or equivalent work experience
- 1+ years of localization experience and industry knowledge
- Excellent English (C1 and above) as English is the primary working language for the position
- Strong organizational and analytical skills
- Able to organize own work efficiently and set priorities
- Good mitigator and able to avoid/prevent conflicts between stakeholders
- Able to meet deadlines and work under pressure with changing deadlines and shifting priorities
- Strong computer skills (Word, Excel, PowerPoint)
- Experience in the use of CAT tools is a plus (including translation memories, content management platforms, and glossary and file management tools
Life at RWS
Life at RWS – If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.
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, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.
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.
RWS Values
Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.
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.
Recruitment Agencies: RWS Holdings 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.#LI-LN1
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