.Job PurposeUnder the supervision of a Program Manager (including Associate or Senior level), the Senior Project Manager works closely with other project team members, Language Delivery (LxD) teams, Technical Services and Quality Assurance, and is assigned to clients of varying size and scope of work. The Senior Project Manager is responsible for successful project delivery and positive client experience including effectively addressing issues escalated from others and growing the accounts potential based upon predefined objectives.The Senior Project Manager oversees day-to-day project activities and ensures that production and project objectives are met including budgetary and KPI requirements.The position also regularly collaborates with teams to discuss open and emerging business issues for assigned accounts as well as to make recommendations for improvements and support their implementation. The Senior Project Manager may oversee the activities of junior team members including work allocation.About Regulated IndustriesRWS Regulated Industries is a highly specialized division of RWS, a world-leading provider of technology-enabled language, content, and intellectual property services. The Regulated Industries division is focused on developing translation and content management solutions tailored to address the complex regulatory environment in force with premium sectors such as Life Sciences and Healthcare (pharmaceuticals, medical devices, CROs, healthcare companies), Finance (banks, asset management companies, insurance providers, fintech) and Legal (law firms, audit companies).Job OverviewKey ResponsibilitiesClient ServiceDefines 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 Regulated Industries in general.Maintains positive client perceptions.Ensures client satisfaction by proactively seeking and offering solutions.Responds to client requests in a timely manner.Project ManagementApproves 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
