Senior Voice Operations Manager

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesStrategyThe new Voice operations lead would be managing the complete Collaborations & Communication services for South Asia regions. The role would involve in efficiently managing the entire Voice Infrastructure services and to deliver the system uptime and availability as defined in the Global SLA. Need to have proactive approach in managing and supporting the Regional Voice Operations for C&C Services. The candidate will need to prepare high quality documentation, manage operations teams and retain overall accountability for Voice and Video services from a Regional Voice operations perspective. BusinessCollaboration & Collaboration (C&C) Regional Voice Operation Lead to run, manage, deliver, transforms and maintains Voice & UC services globally for the Bank.

1. Enterprise Voice
2. Unified Communications
3. Contact Centre
4. Conferencing Services

Processes

• Lead the Regional Voice Operation Team in South Asia regions.
• Provide support expertise to internal and external stakeholders and Business partners in relation to the Bank Communications & Collaboration Voice Service Operations.
• Implement proactive monitor solutions and troubleshoot issues pertaining to Unified Communication and legacy Voice infrastructure
• Work closely with Engineering team to adhere with the Global Engineering standards for Unified Communication and Voice Infrastructure Services.
• Work closely with bank Internal Security teams to comply and adhere with the Bank s Global Security Standards and requirements.
• Ability to drive and comply with Voice Patch Management process
• Understand, track and drive the resolution of complex technical issues working across the domain to ensure that services owned are responded and addressed in timely manner.
• Ultimate accountability for the services, potentially call out when Severity issues escalate
• To ensure that technical solutions proposed satisfy both the immediate and long-term needs of the business and ensure adherence with the Group s technical and security standards in all aspects of the team s activities.
• To manage and deliver all Regional BAU projects.
• Work cohesively with other members of the Collaborations and Communication Operations MT to drive service excellence.
• Prioritize work to successfully deliver service in a diverse environment.

People and Talent

• Efficiently manage the Business Stakeholders and Country Technology teams in South Asia regions
• Need to manage and drive the Regional Voice Operations team to meet Operation excellence for Voice Services.
• Point of Escalation for all Voice operational issues and queries for South Asia region.

Risk Management

• Documentation of risks with clear mitigation plan and controls
• Effectively manage and track all the risks to closure.
• To manage and support all Audit related field work and remediations

Governance

• Vendor Service Reviews and Contract Management
• Ensure Continuous Service Improvement and Service Quality for UC and Voice Services.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the [Voice Operation team] to achieve the outcomes set out in the Bank s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

• Need to liaise with CIO/Country Technology Management team to provide the required artefact and information required for local TRA regulators .

Key Stakeholders

• Country CIO/CTM Team
• Country Business Stakeholders
• Business Operations Management Team

QUALIFICATIONS:

• Avaya Certifications (Avaya Communication Products)
• Verint Certification (Verba, Verint, Etc.,)
• MS SfB certifications
• MS Teams
• Cisco Collaboration certifications (CCNA/CCNP/CCIE or equivalent)

Apply now to join the Bank for those with big career ambitions.To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
salesvideo servicesenvironmental impact assessmentoperation teammarketingfinancial marketsmanagementcustomer relationsservice qualityfield worksouth asiapatch management