1. Operations Manager – Translation Description
The Operations Manager (OM) reports to the Regional Operations Manager and is responsible for the day-to-day management and overall supervision of the local center, which includes, translation work, daily operations, quality management, productivity, customer service, recruitment, training, staffing and performance management The OM manages and mentors Team Leaders and other directs. The OM is responsible for training and development of Team Leaders and directs. The OM is responsible for building relationships with local Business Managers and clients in order to understand business requirements and implement strategies which support service improvements. The Operations Manager is expected to use metrics and client knowledge to analyze the operation and contributes towards improving the operation through projects and initiatives.
Roles & responsibilities Translation
Translating and proofreading documents pertaining to investment banking business between English and Chinese, ensuring the meaning of the source text is accurately expressed
Closely working with other team members to ensure smooth operation of the team and deliver quality translation to bankers in a timely fashion
Respond to bankers’ queries via phone and email in a timely and professional manner; liaising with bankers to clarify any unclear instructions and or deadline negotiation
Third Party Vendor management to handle non English to Chinese Translation
Ensure that operational staffing, scheduling, policies, procedures and practices effectively support the group’s ability to consistently meet client needs and expectations
Excellent understanding of business metrics and financial data to enable management of operational productivity and costs. Ability to use both qualitative and quantitative information to understand operational performance of both individuals and the group. Ability to produce accurate and meaningful business data, analyses, reports and forecasts to support recommendations.
Understands and ensures adherence to local/ regional policies - HR, Compliance, Risks & Control and all departmental policies and procedures as well as health/safety regulations, including any location-specific guidelines
Actively seek opportunities to improve processes, technology, services and client satisfaction, communicating improvement strategies to Regional Operations Manager and leading projects and implementation efforts
Communicate the departmental goals to all staff. Ensure SMART objectives are in place to support the department goal
Effectively communicate to staff the department’s role and function within organization, outlining individual roles and associated responsibilities/performance expectations for each role
Ability to motivate and create a strong cohesive team environment
Foster and maintain positive, professional work ethic and culture promoting staff engagement, teamwork and high performance. Provide ongoing feedback and support
Partner and build strong collaborative relationships with clients, staff, the regional management team, vendors and internal support groups to deliver on request-specific and departmental objectives
Identify opportunities to improve our service using banker feedback and surveys and proactively seek feedback from our clients. Ensure robust and effective process is in place for responding to and action-ing feedback
Manage vendor relationships to ensure that client needs, departmental needs are met efficiently and cost-effectively. Oversee staff members responsible for vendor relationships to the same effect.
Knowledge and skill set
Attention to details and accuracy
The ability to communicate and coordinate effectively, efficiently and proactively – verbally and in writing
Exceptional client focus with commitment to delivering consistently excellent client service and to continuously improve client satisfaction and quality/timeliness of services
Excellent time management skills, including ability to work in a high pressure, time-sensitive environment, being open to the needs of the operation which may impact job requirements and/or working schedule
Strong leadership, interpersonal, communication and team building skills
Proven analytical abilities
Solution oriented with proven problem solving skills
Good working knowledge of Microsoft applications used in the business
Graduate/Post graduate in Translation or related disciplines
5+ years’ experience in translation in financial industry
People management and team supervisory experience
Experience of working in a client focused environment
Be flexible in working hours in order to meet the changing demands and requirements of the business.