Operations Squad Lead

MAIN DUTIES

The following is a non-exhaustive list of accountabilities and responsibilities of a Squad Lead:

In concert with Operations leadership define quarterly Squad OKRs in alignment with the company OKRs.

Define cross functional squad roles and responsibilities based on achieving OKR results.

Measure and report OKR result progress on a weekly basis; proactively identify actions and opportunities to achieve and exceed objectives.

Responsible for performance management (supervision coaching career development and people activities such as time off and expense approval) of direct reports.

Design implement and deliver client solutions/programs.

Monitor financial and operational metrics (KPIs). Implement and execute production process improvements resulting in increased customer satisfaction operational leverage project profitability and resource productivity.

Facilitate effective interaction and encourage synergies between the different roles within the same squad.

Drive the adoption of existing and new production tools (e.g. Relay PBI WD) in compliance with defined processes and procedures.

Oversee issue management: client escalations CAPAs initiatives vendor performance or internal escalations.

Point of Escalation for Squad team members.

With the squad team manage and forecast team capacity. Determine when capacity must be increased or reduced based on financial and operational performance metrics.

Responsible for training of new Squad team members .

Conduct month end audits to confirm squad is compliant with accurate and timely client billing.

Key competencies:

Ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.

Knowledge and awareness of business trends

Experience of standing up a modern effective delivery program

Can develop a program plan and sequence of events

Can lead customer meetings and capture requirements and set success factors.

Takes ownership for driving progress (weekly) and can make informed decisions

Can drive change on an existing program across processes roles and expectations.

Drives Squad collaboration facilitates decision making and actions in the context of delivery to the customer.

Actively drives their projects and teams and has an positive Impact.

Shows good negotiation skills and situational awareness.

Can establish & develop processes and procedures as part of a client program in alignment with Welocalize tools and systems.

Provides mentoring & coaching to all squad team members across all roles.

Requires customer centric approach and attitude to managing all aspects of the business.

REQUIREMENTS

Experience

Proven project management experience in a fast-paced client-centric environment ideally in the translation or localization industry.

Proven ability to lead large diverse teams both local and remote.

Knowledge of the language services industry and a keen interest in its technology process competitive landscape and emerging trends.

Demonstrated success at managing large accounts and/or projects.

Curiosity and creativity to question existing processes and approaches and innovate new ones.

Proven experience in development of processes and ideas.

Experience in financial and operational management.

Customer relationship management.

Must be available to travel for work related commitments

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws

Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Availability to travel for work commitments is a must

Other relevant skills

Passion for serving customers required

Strong working knowledge of localization/translation software is an advantage

Strong competency in data analytics and developing data driven operating procedures

Excellent communication skills with the ability to influence

Excellent literacy skills both written and verbal

Strong sense of ownership of the designated client accounts(s)

Ability to adapt in a changing work environment

Ability to consider multiple perspectives to devise the most suitable customer and account strategies

Ability to think creatively

Ability to manage multiple priorities in a fast-paced time-sensitive and deadline-driven work environment

Positive attitude towards automation and new technologies

KEY COMPETENCIES REQUIRED FOR THIS ROLE

Is a strong Listener. Encourages Empowerment of the team. Effectively Manages Escalation from their team in times when standard operating procedures are not able to address customer dissatisfaction.

Actively Drives Performance of assigned squad and Delivers Results.

Understands the importance of OKRs and is Results Orientated

Can establish & Develop Processes and procedures to improve Operational Efficiency

Regularly exhibits Empathetic Leadership Skills and has a passion for Mentoring & Coaching of team members

Develops excellent Followership across the company through Sphere of Influence

Additional Job Details: