Job Summary
The Interpretation Manager is responsible for planning, managing, and delivering high-quality interpretation services (simultaneous, consecutive, remote, and on-site). The role ensures operational excellence, interpreter performance, client satisfaction, and compliance with quality, confidentiality, and ISO 9001 standards.
Key Responsibilities
Operational Management
- Plan, schedule, and oversee all interpretation projects (on-site & remote).
- Ensure timely allocation of qualified interpreters based on language pair, subject matter, and certification requirements.
- Manage end-to-end interpretation workflows, from client request to service delivery and post-event reporting.
- Coordinate with technical teams for RSI platforms, booths, headsets, and audio-visual requirements.
Quality & Compliance
- Ensure interpretation services meet agreed quality standards, SLAs, and client expectations.
- Develop and maintain interpretation SOPs, guidelines, and quality checklists.
- Handle client feedback, complaints, and corrective actions.
- Ensure compliance with ISO 9001 requirements, confidentiality agreements, and data protection policies.
Interpreter & Vendor Management
- Recruit, evaluate, onboard, and maintain a pool of freelance and in-house interpreters.
- Conduct performance evaluations and maintain interpreter competency records.
- Negotiate rates, manage contracts, and control interpreter costs.
- Identify training needs and support continuous professional development.
Client & Stakeholder Management
- Act as the main point of contact for interpretation clients.
- Advise clients on the most suitable interpretation mode and setup.
- Support sales and account management teams with technical and operational input.
- Build long-term client relationships through reliable service delivery.
Financial & Resource Management
- Prepare cost estimates, pricing input, and project budgets.
- Monitor profitability and utilization of interpretation resources.
- Approve interpreter invoices and ensure cost control.
Reporting & Improvement
- Prepare regular reports on performance, quality KPIs, and utilization.
- Analyze operational data to identify risks, bottlenecks, and improvement opportunities.
- Lead continuous improvement initiatives within interpretation operations.
Qualifications & Experience
Education
- Bachelor's degree in Translation, Interpretation, Linguistics, Languages, or a related field.
- Project Management or Quality Management certifications are a plus.
Experience
- 8+ years of experience in interpretation services or localization operations.
- At least 23 years in a managerial or supervisory role.
- Strong knowledge of simultaneous, consecutive, whispered, and remote interpretation.
- Experience working with RSI platforms and interpretation technology.
Skills & Competencies
- Proven competency in interpretation service management.
- Strong planning, scheduling, and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Quality-focused mindset with attention to detail.
- Vendor negotiation and cost management skills.
- Ability to work under pressure and manage multiple assignments.
- Leadership and team development capability.
