Overview
FM Global is a leading property insurer of the world’s largest businesses, providing more than one-third of FORTUNE 1000- size companies with engineering-based risk management and property insurance solutions. FM Global helps clients maintain continuity in their business operations by drawing upon state-of-the-art loss-prevention engineering and research; risk management skills and support services; tailored risk transfer capabilities; and superior financial strength. To do so, we rely on a dynamic, culturally diverse group of employees, working in more than 100 countries, in a variety of challenging roles.
Responsibilities
Business Process
Ownership of brand assurance for FM Global client facing products and services. Act as main interface for any quality and process matters for client facing products and services. Develop, implement and maintain a quality scorecard in accordance with requirements and with the key business drivers; demonstrate ROI. Research and deploy methods to improve quality and knowledge retention and management. Lead the cost of quality and build programs that are sensitive to the cost constraints. Work closely with Manager of Intellectual Property and Localization to ensure that reviewers assigned contribute. Provide input on management of existing linguistic assets (glossaries, style guides, etc.), processes and related issues. Implement editorial and brand style guidelines. Establish query management process and workflow. Define SME (Subject Matter Experts) requirements based on source complexity and content type.
Analytics and Reporting
Manage data on quality and vendor performance, produce statistical quality reports and create related documentation. Analyze quality issues and resolve further actions through RCAs (Root Cause Analyses). Define and approve corrective action plans to resolve quality issues and see through to resolution. Research and develop methods to solicit feedback. Report on quality trends and action plans in management meetings and team meetings. Analyze processes and provide input on potential risks and possible solutions to management teams.
Client engagement
Engage with authors and SMEs to define and agree on quality expectations. Author documentation related to the brand assurance program, e.g. corrective action plans, pro-active improvements, trends, any innovation that brings value, etc. Drive quality arbitration processes when necessary.
Training, development and knowledge retention/management
Identify training needs for authors and brand assurance specialists. Create and maintain training, including an on-boarding program for new authors and brand assurance specialists. Create and maintain process and brand assurance documentation, build a knowledge base and lead the brand assurance section. Liaise with authors and IS to define specific processes and help to identify tools to support authoring and quality needs.
People management
Supervise, coach and mentor the brand assurance specialists. Carry out management responsibilities in accordance with the organization’s policies and applicable laws. These include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and focusing employees; addressing complaints and resolving problems.
Qualifications
Bachelor’s degree in Communications, Journalism, Marketing, Quality Management, Localization, Translation or Linguistics studies or related technical field, or equivalent combination of education and experience!
- Experience in leadership roles and proven track record in Quality Management, and Language Management
- 3-5 years of experience writing and editing content
- Experience developing and implementing editorial style guidelines
- Results driven work ethic with high energy and enthusiasm levels
- Proven experience in development of processes and ideas
- Team player and team builder with the ability to problem-solve, show initiative and influence others
- Ability to apply original thinking and creativity to improve and enhance the processes or methodologies used by anyone in the organization
- Willingness to constantly analyze the way we do things -to challenge the conventional wisdoms and seek new ways to gain incremental improvements
- Strong management and negotiation skills are a must
- Excellent computer literacy skills and strong inclination to use technology to collaborate in a community, collect feedback, analyze data and automate data management steps. User of tools to lead metrics, reports and cost calculations.
- Experience with defining editorial workflow and organize content ongoing.
- Must have strong social skills to work with multiple internal clients and stakeholders.
- Experience with content management systems (CMS) preferred.
- Understanding of Translation Memory tools and Translation Management Systems (TMS) preferred.
- Experience in financial management and budget to actual management
Skills
- Must have strong writing and editing skills.
- Demonstrated management & supervisory skills.
- Strong project-management skills
- Strong social skills
- Strong analytical skills
- Knowledgeable about translation and localization industry, processes and tools
- Business and process modeling skills required
- Independent, self-motivated and able to work under tight deadlines
- Strong written and verbal communication skills in English required and a working knowledge of other languages strongly preferred
- Experience tracking budgets, vendors and vendor performance
- Experience developing and implementing workflow “standard processes”
- Proficient with MS Office suite of tools
The hiring range for this position is $97,500 to $140,100. The final salary offer will vary based on geographic location, individual education, skills, and experience. The position is eligible to participate in FM Global’s comprehensive Total Rewards program that includes an incentive plan, generous health and well-being programs, a 401(k) and pension plan, career development opportunities, tuition reimbursement, flexible work, time off allowances and much more.