Team Lead Customer Excellence

2 weeks ago

Chennai, Tamil Nadu, India Acolad Full time

Job Description

Team Lead Customer Excellence (Localization)

Job Location: Chennai, India

Contract type: Permanent

Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1.600 employees supported by a network of linguists around the world.

At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.

Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you) to support our mission to drive growth and innovation across some of the world's leading brands.

Check out Our brand video to learn more about us

About the role

Responsible for the entire life cycle of content services projects in a given portfolio, ensuring customer expectations are met in terms of turnaround time, quality, and price; while in parallel ensuring budget/margin optimization; Providing day-to-day training, mentoring, coaching, and capacity management for a team of PM's.

Key Responsibilities

Responsible for Service execution including compliance to deadlines, standards/methodology, budget and margin optimization, quality standards, status reporting.


• Responsible also for providing day-to-day training, proactive mentoring and coaching, and capacity management for a team of PM's.


• Responsible for customer order setup, quotes and scheduling (per defined thresholds, collaborating with Account Management for complex quotes and those requiring validation).


• Responsible for customer feedback, entry of CAPA's and completion of investigations.


• Owns collaboration with RM, linguists, technical leads on resourcing and query management.


• Customer and internal communication and status reporting.


• Collaborating with Account Management to define new processes and to strategize on process and tool optimization for a customer.


• Responsible for margin optimization, including both internal and external costs, working with RM as needed to support these efforts.


• Ensure linguistic material, such as TMs, glossaries, style guides, are consistently updated and delivered per SLA's.


• Participate in the pre-sales activities and prepare supporting documentation


• Participate in quality audits, recognize opportunities for improvement and implement the changes as needed

Requirements

Educational Background

Bachelor's Degree in Translation or other equivalent degree

Professional Experience

5-7 years of practical experience in project management, especially in coordinating language service projects.

Benefits

Five-day work week

Regular statutory provisions

Medical Insurance

Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.

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