Associate Program Manager – Program Manager Location: EMEA About 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. Our clients include 90 of the globe’s top 100 brands, the top 20 pharmaceutical companies and 19 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific and North and South America. We work in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors, which we serve from 80offices 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 About The Role: Under the direct supervision of the Operations Director, or a Program Manager, the Associate Program Manager leads the implementation of account-specific programs (workflows, technology, project management, vendors) to achieve set targets for profitability, client satisfaction, on time delivery, and quality. The Associate Program Manager supports the building and management of the Project Management team(s) and serves as a main point of escalation for account-related issues. The Associate Program Manager, with the direction and oversight from supervision, oversees the execution of each account-specific program, monitors performance against targets, and ensures appropriate real-time interventions required to achieve targets. This position actively partners with Sales, Technical Services, Vendor Management, and Quality Management to achieve revenue and profitability targets. The Associate Program Manager has team management responsibilities and direct reports. The position completes individual performance reviews and sets goals for the team. Responsibilities: Essential Functions · Ensures that correct processes, methodologies, and risk assessment is used on all projects. With direction and oversight from supervision, builds, mentors, and manages the Project Management team to ensure each account is appropriately staffed based on volume and complexity. Accepts full personal responsibility for the quality and timeliness of work. · 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. Works cooperatively with other teams and clients to address issues and concerns. · Using revenue forecasting and sales pipeline data, assists in defining and executes Project Management staffing and cross training plans such that trained resources are available as needed and capacity is efficiently utilized. · Monitors process performance against profitability, on time delivery, and quality targets. Proactively identifies risks to ensure attainment of targets and engages cross functionally to mitigate risks. · Owns the operational component of the client relationship, ensuring that client requirements are captured and upheld. Participates in client meetings, status updates, and Quarterly and other Business Reviews. Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements. · Actively manages any reported deficiency in RWS Life Sciences deliverables, ensuring appropriate internal escalation and engagement of Sales, Department Management, and Quality Management. Ensures timely and professional completion of root cause investigations and CAPA reports · Strategic Partnership/relationship Building – Promotes collaboration and information sharing among project teams to ensure projects are implemented smoothly and conflicts are resolved successfully. Develops positive relationships with customers by supporting his/her team to effectively implement projects and handle issues in a timely and constructive manner. · Monitoring, mentoring and motivation of Project Management team members, including ensuring appropriate training and development, and succession planning. · Conduct regular performance reviews with direct reports and manage required follow-up. · Models and promotes the RWS Life Sciences Core Values, correcting deviations as they occur. · Ensures key stake holders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions Additional Duties · Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective completion and shipment of projects. Requirements: · Four-year college/university degree in Business, English, Foreign Language, Social or Applied Sciences, or other related field. Masters or MBA a plus. · More than three years demonstrated experience coordinating complex projects within the localization or translation industry. · Successful customer service/account management experience, generally a minimum of three years, including at least four years’ experience within the translation industry. · Demonstrated successful leadership or mentoring experience, minimum of three years. · Advanced computing skills, including experience with TRADOS and other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., Frame Maker, InDesign, etc.). · PMP Certification a plus. · Verbal and written fluency in at least one foreign language a plus. · Previous experience working in Life Sciences will be an asset but is not essential. 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. RWS embraces diversity 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. 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.