Translations: Project Manager Translation


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Location: Glastonbury

Department: Translations

Reports to: Translation Department Manager

Position Overview

Reporting to theTranslation Department Manager, the project manager has the key responsibility of ensuring that all translation projects are completed in a timely manner. He/ She will be the key communicator between suppliers and clients, and iTi operations team. The critical element of this position is to execute customer translation projects accurately, profitabily and on time. This position is also responsible for providing outstanding customer service to ensure a NPS score of 70% or greater.

The primary function of this role is to create and maintain the iTi Experience for our clients, vendors, employees and partners. This person needs to model and act in accordance with iTi’s mission, vision and core values at all times.

The following key accountabilities ensure the critical success of this position:

  • 70% Ensure that all projects are correctly scoped, priced and executed in a timely manner to deliver outstanding customer satisfaction and high quality.
    • Manage the translation department inbox and work flow and organize all incoming translation requests that may include translations, transcriptions, IVR, prompts, voice recordings and or video subtitling and or captioning:
      • Scope the project accurately and provide pricing quote and delivery timeline.
      • Confirm customer acceptance.
      • Prepare the document (extract data) for identifying the right vendor and sharing the information for translation.
      • Based on the scope (multi-languages and multi-layers) and project timeline, assign the project to the right vendor(s) who can meet the pricing and delivery timeline with highest translation quality.
      • Document and confirm project timelines with accountabilities, metrics and measureables with vendor.
    • Ensure the project is of high quality by reviewing and ensuring that the final translated content and customer requested format are met.
    • Proactively work with the Translation department manager and leadership team to understand ever changing customer needs and plan appropriate changes as required.
    • Organize and prioritize daily work flow to ensure that all deadlines are met and the company goal of 70% NPS score is achieved every time it is calculated (weekly, monthly and/or quarterly).
    • Work diligently and execute any ad hoc requests/walk-ins for translation requests that may come up from time to time.
    • Be the point person for account managers and actively participate and support the customer satisfaction team to ensure continuous improvement in enhancing client satisfaction.
    • Facilitate the resolution of escalated risks and issues and follow-up to ensure full remediation of customer complaints or concerns.
    • Master translation software systems Plunet and Memo Q and ensure that they are used effectively to manage workflow and translation quality.
  • 20% Recruit and manage translation vendors to ensure cost effectiveness and quality while meeting delivery deadlines
    • Recruit and onboard translation vendors that meet ongoing needs of iTi customers.
      • Check for fit and pricing
      • Measure and monitor vendor performance and provide timely feedback to vendors for ongoing enhanced performance
    • Document all vendor pricing and update as required
    • As part of the operations team, proactively collaborate with project managers and prioritize efforts to recruit appropriate vendors on a timely basis
  • 10% Manage documentation, and ensure all knowledge is captured for ongoing use
    • Archive all documents and information to ensure 100% compliance to company policy and any other regulatory guidelines.
    • Maintain and update terminology database and translation memory on a timely basis (TM/TB).
    • Update all client price lists and vendor price-lists to ensure accuracy and ease of ongoing use.
    • Participate and contribute to all continuous improvement efforts that include daily and weekly huddles (4DX sessions) and document the same for continuous improvement.

Professional Qualifications and Experience:

    • Associate Degree / bachelor’s degree in business or any related field.
    • 3 to 5 years of related work experience (at least 1 year of project management in linguistic industry preferred).
    • Experience in schedule management (1 year)
    • Strong work ethic and high level of energy.
    • Demonstrate accountability, personal integrity, organizational skills and proactive positive attitude while executing ongoing tasks.
    • Customer service centric personality.
    • Computer savvy and able to multitask in a fast-paced environment.

Languages
Fluent in written and spoken English. Bilingual preferred.

Professional Qualifications and Experience:

    • Progressive experience in any service organizations (3-5 years)

Required Knowledge, Skills and Abilities:

    • Strong organizational, prioritization and project management skills.
    • Exceptional note taking skills coupled with extreme attention to detail.
    • Ability to work quickly and efficiently, multi-tasker and a resilient planner.
    • Ability to work independently but also as a team Player.
    • Ability to communicate clearly and concisely, both orally and in writing.
    • Ability to develop effective relationships with diverse group of linguists.
    • Quick learner and effective negotiator.
    • Proficiency in Microsoft Office including; Word, Excel, PowerPoint and Outlook.
    • Proficiency in Adobe suite software
    • Ability to work in a face paced environment sitting in front of a computer for prolonged periods.
    • Ability to multi-tasking while interacting on the phone or other electronic devices.

iTi is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V

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