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Project Director (Translation) - Remote

Location: San Francisco, CA
Job # 10397521
Date Posted: 02-09-2018
Global Translation, Interpretation and Localization Company based in the UK is seeking a Project Director to manage a group of Project Managers in both the Translation and Interpreting Department of the New York office. This role reports to the Implementation Manager as well as the Vice President of Operations for the US. This is a remote opportunity and candidates must be able to travel to NYC every 4-6 weeks.

Responsibilities include:
  • Performance management, leadership, development and coaching of a team of project managers using the minimum standards framework to drive consistent, high quality delivery which retains client revenue and delivers continual development and staff retention in the PM population
  • Leading client calls, meetings and account reviews face to face at client offices and remotely (preparing for the meeting and owns post-meeting follow up actions).
  • Identifying new areas for revenue growth within existing client base collaborating with sales to grow and retain revenues.
  • Set and monitor team KPI’s and individual behavioural objectives
  • Conduct regular 121 and team meetings to understand and develop team capacity
  • Conduct regular Minimum Standards audits to ensure workflow process is adhered to and opportunities for revenue growth have been pursued
  • Fully understand the clients’ business and proactively work with the Sales team to identify and implement best practice translation workflows, increased automation to reduce the cost of the process and to develop new opportunities for growth
  • Lead the team to effectively account manage a number of client accounts, deliver exceptional service, retain and grow revenue from existing requestors within the client
  • Build, maintain and develop strong client relationships through effective written, verbal and face to face communication.
  • Support team with day-to-day (BAU) delivery of projects in line with customer requirements.
  • Manage team to ensure employee capability and performance is monitored through use of the performance management process.
  • Recruit, develop and retain an effective and high performing project team.
  • Identify high performing team members and ensure succession plans are in place to provide a competent and stable department.
  • Effectively manage capacity and resources to meet client demand through internal and external stakeholder management.
  • Monitor and control the team Operations cost to ensure expenditure is in line with the agreed budget.
  • Monitor and control team Gross Margin in line with the agreed budget, identifying and running team-specific Cost of Supply projects as part of the wider COS programme.
  • Build and maintain effective relationships with Sales to retain and grow existing clients and to secure new business. 
  • Conduct account reviews with key internal stakeholders to build account strategies to maximise client relationships.
  • Work with Sales and the Operational Management Team to implement new clients and work-streams into the business.
  • Conduct risk and trend analyses and support Operations Managers with implementing process changes to drive efficiencies and continual improvement across the business.
  • Monitor adherence to operating procedures taking appropriate action when needed.
  • Work with the Service Excellence Team to provide effective resolution to client feedback and the successful implementation of preventative measures.
  • Produce and interpret MI data for internal or client facing purposes
  • Embrace and lead change through effective communication and employee engagement
  • Takes interest in latest industry-specific technology and tools and takes responsibility for keeping knowledge up to date.
  • Proactive attitude on client calls, drive quote follow up and proactively work with the Sales to ensure good client relationships.
  • Effectively deals with client complaints (thorough investigation, compiling client facing report, managing corrective and preventative actions, etc.). Drive the implementation of root cause corrective actions.
  • Supports the delivery of the quality framework for any new client revenue implementations protecting exceptional service delivery and margins by adhering to project scope and managing client stakeholders and project risks.
  • Understands the clients’ revenue flow and works with other teams to plan effectively ensuring we have sufficient resource to deliver projects to the client on time.
  • Champions new technologies and technological process improvements within the team and department and acts as a referral point/champion to make these initiatives a success through coaching and support of the wider team.
  • Uses internal systems and technology to expert level and provides suggestions to improve user or client experience and reports bugs
  • Takes interest in industry specific news and stays abreast of latest technologies in-use.
  • Constantly reviews project procedures to identify and implement improvements to technology and workflows.
  • At least one year of leadership and team development within a Translation Service environment.
  • Client satisfaction management
  • Effective team cost/budget management
  • Delivery against KPIs
  • Resource planning, recruitment / leavers management
  • Coaching / mentoring, motivational skills, performance management
  • Capacity management
  • Experience of a fast paced, environment, working to tight deadlines
  • Time management/prioritisation skills
  • Delegation skills
  • Influencing skills
  • Cross selling and upselling skills
  • Project/Account management background
  • Industry specific experience
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