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Manager, Interpreting Operations
4 months ago
The primary function of this role is leading Interpreting operations within the company and managing a team of coordinators to create and maintain the iTi Experience for our clients, vendors, employees and partners.
The following key accountabilities ensure the critical success of this position:
10% Provide strategic leadership to ensure proactive and effective growth of Interpretation department to support ongoing ITI business and growth profitably.
- Develop strategic and tactical product/ services recommendations and oversee execution of these recommendations.
- Develop and lead annual budgets and strategic planning process for interpreting department
- Identifies and addresses organizational development issues that challenge and support the corporate strategy and objectives.
- Establishes strategic and tactical performance measures for interpreting department, monitor results and drives execution.
- Keeps informed of and informs the leadership team on current trends, issues, problems and activities in order to facilitate policy making and strategy development.
55% Lead and manage the interpreting department effectively to ensure all goals are met.
- Drives setting goals and execution for the department and create organizational capability, managing execution, and measuring results.
- Identifies and communicates key responsibilities and practices to ensure high employee engagement, confidence in leadership, and teamwork to achieve business results.
- Supports the implementation of company programs, procedures, methods and practices to promote iTi’s key messages and achieve a competitive advantage in market place.
- Coach and train team members on how to engage with customers, vendors and other stakeholders to address people issues and build capabilities effectively.
- Hires, trains, evaluates and guides personnel to ensure that department and business goals are met in a timely fashion.
- Identifies and implements process improvements, including automation opportunities across the organization and subsidiaries.
- Own the interpreter department’s P&L responsibility- plans and executes strategies to increase sales while controlling operational costs within the budgeted parameters.
- Providing employees with coaching, feedback, and developmental opportunities through ongoing formal and informal performance reviews and implementation of professional development, education and training.
- Assist in creating and implementing a new employee orientation and onboarding program to ensure quick assimilation into the department and promptly deliver quality services.
- Ensure that screening and evaluation techniques are rigorous and effective in aligning employee & contractor skills with business and customer needs and requirements.
10% Lead and manage service quality to ensure outstanding customer experience.
- Ensure the customer assignments are executed in a timely manner while maintaining service quality.
- Effectively handle and resolve problems, conflicts, and other customer issues to ensure that ITI and its team members are protected while delivering the services.
25% Lead and manage supplier & partner management program to ensure service quality and cost management.
- Create a repeatable process to effectively recruit qualified suppliers & partners.
- Develop and implement an effective supplier orientation program to ensure that ITI standards, procedures, methods and practices are appropriately delivered.
- Create service level agreements (SLA) with all suppliers & partners and ensure that delivery quality to the customer is always maintained.
- Develop and deliver appropriate training to maintain and obtain additional certifications.
- Develop, monitor and maintain program policies, procedures and standards of practice in compliance with company and customers policy, safety and security protocols, standards and regulations.
- Lead the quality assurance program in accordance with business and departmental requirements, establishing indicators and monitoring resulting data.
Requirements:
Education:
- Associate degree / Bachelor’s degree in communications/healthcare or any other field.
- Fluent in written and spoken English. Bilingual preferred.
- Progressive experience in any service organizations (10 years).
- Supervisory/leadership experience managing teams (5 years).
- Customer service expert (5-10 years).
- Recruiting, developing and managing talent in organizations (2 years).
- Financial analysis and profit and loss responsibility (2 years).
- Experience in sales and business development (2-3 years).
- Ability to communicate clearly and concisely, both orally and in writing.
- Excellent Planning and organizational skills.
- Strategic and futuristic thinker.
- The ability to understand and integrate technology-based systems and processes.
- Ability to develop effective relationships with diverse group of people.
- Quick learner and effective negotiator.
- Proficiency in Microsoft Office including Word, Excel, PowerPoint and Outlook.
Benefits:
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.
