Senior Project Manager

Under the supervision of a Program Manager (including Associate or Senior level), the Senior Project Manager works closely with other project team members, Language Delivery (LxD) teams, Technical Services and Quality Assurance, and is assigned to clients of varying size and scope of work. The Senior Project Manager is responsible for successful project delivery and positive client experience including effectively addressing issues escalated from others and growing the accounts potential based upon predefined objectives.

The Senior Project Manager oversees day-to-day project activities and ensures that production and project objectives are met including budgetary and KPI requirements. The position also regularly collaborates with teams to discuss open and emerging business issues for assigned accounts as well as to make recommendations for improvements and support their implementation. The Senior Project Manager may oversee the activities of junior team members including work allocation.

About Regulated Industries

RWS Regulated Industries is a highly specialized division of RWS, a world-leading provider of technology-enabled language, content, and intellectual property services. The Regulated Industries division is focused on developing translation and content management solutions tailored to address the complex regulatory environment in force with premium sectors such as Life Sciences and Healthcare (pharmaceuticals, medical devices, CROs, healthcare companies), Finance (banks, asset management companies, insurance providers, fintech) and Legal (law firms, audit companies). 

Key Responsibilities

Client Service

• Defines and implements metrics to achieve client satisfaction.
• Leads the effort with other project team members, Technical Services and Quality Assurance to create and maintain custom client workflows.
• Engages with key client contacts to educate them on new initiatives and process improvements.
• Provides reports on account Key Performance Indicators (KPIs).
• Leads the client post-mortem process.
• Acts as a point of escalation for client and project issues.
• Manages account relationships (relevant for day-to-day activities) to enable positive service experience.
• Leads presentations educating clients about particular projects, project types or about RWS in general.
• Maintains positive client perceptions.
• Ensures client satisfaction by proactively seeking and offering solutions.
• Responds to client requests in a timely manner.

Project Management

• Approves quotations created by others.
• Engages in quotation preparation including complex and strategic requests.
• Ensures ISO requirements are being met.
• Identifies, communicates, and manages production risks as appropriate to eliminate potential pitfalls or obstacles.
• Ensures strict adherence to deadlines, budgets, and the completion of high-quality deliverables.
• Supports the use of project management best practices and attention to quality objectives.
• Launches and coordinates standard and complex projects which includes functions such as negotiating budgets, scheduling, resource allocation and work assignments.
• Oversees strategic project and account kick-offs.
• Produces reports and develops internal post-mortems to help improve processes and reduce risk.
• Reviews Profit & Loss report for projects. Provides rationale and corrective action for items not meeting budget.
• Ensures the receipt of all purchase orders, approves invoices and escalates payment issues where necessary.
• Collaborates with cross-functional teams on CAPAs.
• Ensures timely and professional completion of root cause investigations and CAPA reports.
• Supports escalation and team oversight during absence of (Associate) Program Manager.

Resource Coordination

• Works closely with Supply Chain on resource needs and planning.
• Works with Quality Assurance to ensure the highest level of quality.
• Creates and sends POs to external resources.
• Ensures project resources have the necessary tools and information to accomplish tasks.
• Alerts resources of schedule or scope changes.
• Provides feedback to Supply Chain on resource performance.

Account Development

• Works with Account Management/Business Development teams to achieve set KPIs.
• Collaborates with Account Management/Business Development teams to discuss identified risks and opportunities for account growth.
• Ensures key stakeholders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions.
• Supports execution of approved account opportunities and their implementation.
• Participates in account-related meetings and leads presentations.
• Gathers information to forecast upcoming work for production team.
• Supports Global Account team to improve overall budget, efficiency, and quality.               

Teamwork       

• Mentors junior staff where appropriate.
• May organize or allocate workloads across project team members for maximum capacity utilization.
• Makes recommendations for process improvements that improve efficiency, quality and profitability.
• Supports project team members as necessary to perform and complete daily project tasks.

Skills & Experience

• Ability to provide leadership to others in a respectful manner.
• Ability to communicate with, train and collaborate with employees through changes in procedures, clients requirements, and other production issues.
• Ability to make decisions, collaborate with and assist employees through problems on job-related issues.
• Strong organizational skills in a fast-paced, deadline-driven environment
• Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
• Fluent communication skills of written and verbal English.
• Ability to report work orally and in writing as required.
• Ability to understand, apply and use personal computers and software applications.
• A team player who can collaborate effectively with a diverse group of individuals.
• Ability to establish and maintain cooperative working relationships.
• Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to resolve customer service and production issues in a professional and efficient manner.
• Quality focus and detail oriented.
• Ability to determine root cause analysis.
• Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimal supervision.
• Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Sciences, or related field.
• Five or more years demonstrated experience coordinating complex projects within the localization or translation industry.
• Successful customer service/account management experience, generally a minimum of four years, including at least three years of experience within the translation industry. 
• Demonstrated successful leadership or mentoring experience, minimum two years.
• Advanced computing skills, including experience with TRADOS or 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.

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. 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 with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

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

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