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Workflow Manager - Translation Services

Req #: 180011380
Location: Columbus, OH, US
Job Category: Operations
Job Description:
The Workflow Manager is a member of the Translations Services Team. This team's core objective is that all Chase translations are clear, consistent, credible, and reflect the company's brand through language and tone of voice. The Workflow Manager is responsible for the intake and delivery of translation requests in support of our internal business partner’s needs across the firm. This role works closely with the other Workflow Managers, Vendor Manager(s), Delivery Managers and Translation Team, and reports to the Workflow Operations Manager. This position supports requestors to ensure requests are complete, accurately processed, managed and delivered on time. This role will also ensure the oversight of requests (end-to-end), as well as a simplified and satisfying customer experience. Moreover, this role will support adherence to process and controls requirements.
Key Responsibilities:
  • Processes and analyze daily translation work requests for Translations by conducting proper assessment of needs and requirements to satisfy successful intake and timely delivery, consistent with SLAs. This includes ongoing customer questions about the process, including request in process and onboarding new requestors to set expectations and build understanding for the process, cost, and timelines.
  • Coordinates high volumes of incoming requests and outgoing deliveries using various workflow tools (SharePoint/Chase Systems/Vendor Systems.)
  • Participates in the customer experience for all translations requests in progress to ensure clear understanding of requestor requirements/actions, quality delivery timelines, cost estimates, and timely reconciliation of quality disputes.
  • Mindset for continuous improvement in support of a simplified customer experience and develops a broad understanding of routine translations and helps enact strategies to optimize learning and support.
  • Ensures a robust Controls environment for service levels and key performance indicators including a culture of continuous process adherence, process improvement and Audit readiness, including evergreen process and training documentation, process and Controls documentation, in partnership with Workflow Operations Manager and Vendor Manager.
  • Supplements other Workflow Managers, as needed, to support inflow and outflow spikes, consistent with SLAs
  • Bachelor’s degree, or equivalent work experience
  • 3+ years of analytical, project management/analysis, and/or process improvement work experience
  • Strong interpersonal skills, with the ability to effectively and professionally communicate with internal and external partners
  • Ability to analyze, identify, and drive solutions to process gaps and issues
  • Ability to promptly escalate issues to management
  • Ability to create operational efficiencies and controls
  • Strong Microsoft Excel, Word, SharePoint and Adobe Professional skills
  • Ability to meet deadlines, work independently with strong organizational skills
  • Ability to maintain flexibility and multi-task in a fast-paced environment with frequently changing priorities
  • Effective change management skills
  • Detail oriented
  • Ability to understand and manage large sets of data using Excel
  • Ability to support & adapt within a changing environment
  • Desire to learn and add value across the organization
  • Flexible to change role and/or responsibilities to fit the organizational needs.
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