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 skilled 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.

📌 Senior Project Manager (Night Shift) (Pune)
🏢 RWS Group
📍 Pune