LV Program Manager in Surrey

This job is with RWS, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Job Purpose

Fixed-term contract (15 months)

Under the general direction of a Senior Program Manager or (Senior) Program Director, the Program Manager is responsible for the implementation of account-specific programs (workflows, technology, project management, vendors) to achieve set targets for profitability, client satisfaction, on time delivery, and quality. May include responsibility for multiple programs of varying size and complexity and provides input into program strategy.

The Program Manager builds and manages the Project Management team(s) and serves as the main point of escalation for account-related issues. The Program Manager 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 Strategic Operations, Sales, Supply Chain, and Quality Management to achieve revenue and profitability targets.

The Program Manager has team management responsibilities and direct reports. The position regularly meets with team members, completes individual performance reviews, manages team performance and staffing, and sets goals for the team.

About Transform

At RWS, we enable the worlds largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.

Key Responsibilities

• Ensures that correct processes, methodologies, and risk assessment are used on all projects. Builds, mentors, and manages the Project Management team(s) to ensure each account is appropriately staffed based on volume and complexity.
• Using revenue forecasting and sales pipeline data, defines 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.
• With minimal support, plans and executes approved account opportunities and their implementation.
• Owns the operational component of the client relationship, ensuring that client requirements are captured and upheld. Participates in client meetings, status updates, and Business Reviews.
• Actively manages any reported deficiency in 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.
• Monitors, mentors, and motivates Associate Program Managers and Project Management team members, including ensuring appropriate training and development, and succession planning.
• Conducts regular performance reviews, manages performance and required follow-up.
• Models and promotes the RWS Values, correcting deviations as they occur.
• Ensures key stakeholders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions.

Skills Experience

• Ability to provide leadership for employees and provide clear direction, while meeting goals and objectives in a respectful manner.
• Ability to communicate with, train and lead employees through changes in procedures, client requirements, and other production processing issues.
• Ability to make decisions and lead employees through 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 English verbal and written communication skills along with strong presentation skills.
• Ability to carry out written and oral instructions.
• Ability to analyze key performance indicators and other metrics.
• Ability to effectively complete root cause analysis.
• Ability to understand, apply and use personal computers and software applications.
• Ability to maintain confidentiality of company financial information as well as other sensitive information.
• A team player who can lead and collaborate effectively with a diverse group of individuals.
• Possess teamwork and consensus-building skills with an ability to establish and maintain cooperative working relationships with others.
• Ability to resolve customer service issues in a professional and efficient manner.
• Familiarity with and understanding of inter-departmental functions to most effectively manage projects and supervise staff.
• Ability to develop systems and processes from the ground up, communicate those systems outwardly, and win support from colleagues and supervisors as needed.
• Ability to exercise discretion and independent judgment in relation to work responsibilities, working with no supervision.

Life at RWS

If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you'll love life at RWS.

Our purpose is to unlock global understanding. This means 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, putting clients first and winning together; to pioneer, innovating fearlessly and leading with vision and courage; to progress, aiming high and growing through actions; and to deliver, owning the outcome and building trust with our colleagues and clients.

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.

RWS Values

Get the 3Ps right - Partner, Pioneer, Progress - and we'll Deliver together as RWS.