What are we about:

Our ambition is simple. To combine our global know-how with local insight to help our clients turn their business goals into reality. By offering innovation, automation and organizational design. All with a personal touch.

Where the strategic magic happens:

London is our base of operations. Here, we’ve created an international office with dozens of exceptional people. Over the years, we’ve worked hard to secure our place as leading advisors and business support consultants within our industries. We are incredibly proud of what we’ve achieved so far and plan to continue along the same path. Constantly learning, improving and growing to make sure we always create lasting value for our clients.

Our Mission

Create value and reimagine the technology that powers the categories we work in. Provide management and consulting teams that turn start-ups into medium-sized businesses and support them as they evolve.

Summary

The Head of Global Translation Services will have an extensive background in running Language Operational departments with a strong focus on customer service levels. This role will suit an Operational professional with a proven record of stakeholder, team and vendor management. The ability to provide a flexible, adaptable service to our client needs is key.

Responsibilities

Team Management – Leading and developing the Global Translation Services team focusing on individual and team performance, operational excellence and maintaining a customer service mentality across the group. Ensuring all day-to-day connections have a one-team approach and high collaboration levels.

Stakeholder Management – Our client satisfaction remains our top priority. This role must ensure customer service levels are high, language quality upheld and stakeholders effectively managed, with their business needs prioritised.

Operational Management – This role is responsible for operational performance of the team driving for best practise operations, continuous improvement and efficiency opportunities. Maintain GTS systems and processes, identifying and implementing system developments and automation to enhance operation.  Build ROI business cases as required.

Vendor Management – Responsible for vendor selection, vendor performance management, financial cost control and service level troubleshooting. Ensuring all services provide value for money across new language projects and day-to-day translations.

Strategic Influence – The Head of GTS will support Director in overall direction of the team, highlighting opportunities and providing strategic support in department roadmap and GTS OKRs. Ensure department measures of success are tracked, accurately recorded and updated regularly.

Project Management – This role will be responsible for overall GTS project management ensuring we deliver our client’s projects successfully. Developing translation strategy for new business opportunities, including capacity planning and RFP processes. Additional non-language projects may also be assigned to this role as required.

Requirements

• Relevant level of experience in managing global operational department within a multi-lingual environment with time critical requirements.
• Extensive Project Management experience, able to deliver high volume language projects within time critical environments.
• Excellent people management skills, able to develop and effectively lead multifunctional teams across Global platform. Able to coach and develop staff.
• Previous experience in senior customer service role with strong communication skills and the ability to influence and negotiate with business customers at all levels of the organisation.
• Ability to combine strategic, mature and independent thinking with sound judgement. Excellent problem solving, critical thinking and analytical skills.
• Extensive understanding of vendor management including performance monitoring, RFP processes and selection.