Regional Voice Operations Lead, NEA Region
Standard Chartered Bank
Hong Kong, Hong Kong
5天前
source : eFinancialCareers

The Role Responsibilities

The Regional Voice operations lead would be managing the complete Collaborations & Communication services for Northeast Asia region.

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 team and retain overall accountability for Voice and Video services from a Regional Voice operations perspective.

Strategy

  • The Regional Voice operations lead would be managing the complete Collaborations & Communication services for Northeast Asia region.
  • 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 team and retain overall accountability for Voice and Video services from a Regional Voice operations perspective.

    Business

  • Collaboration & Collaboration (C&C) Regional Voice Operations lead to run, manage, deliver, transform and maintains Voice & UC services globally for the Bank.
  • Processes

  • Lead the Regional Voice Operation Team in Northeast Asia region. Provide support expertise to internal and external stakeholders and Business partners in relation to the Bank Communications & Collaboration Voice Service Operations.
  • Work closely with Engineering team to adhere with the Global Engineering standards for Unified Communication and Voice Infrastructure Services.

    Implement proactive monitor solutions and troubleshoot issues pertaining to Unified Communication and legacy Voice infrastructure.

    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 & Talent

  • Efficiently manage the Business Stakeholders and Country Technology teams in Northeast Asia Region. 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 Northeast 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 work.

    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 aad the Group Code of Conduct.

  • Lead the NEA Regional Voice Operations 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.
  • Key stakeholders

  • CIO / CTM team and Business Stakeholders in NEA Region
  • Other Responsibilities

  • Lead the Regional Voice Operation Team in Northeast Asia region.
  • 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 Caommunication Operations MT to drive service excellence.
  • Prioritize work to successfully deliver service in a diverse environment.
  • Our Ideal Candidate

  • Avaya Certifications (Avaya Communication Products)
  • Verint Certification (Verba, Verint, Etc.,)
  • MS SfB certifications
  • MS Teams
  • Cisco Collaboration certifications (CCNA / CCNP / CCIE or equivalent)
  • AudioCodes Session Border Controller Certified Specialist
  • About Standard Chartered

    We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other.

    We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you.

    You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

    Our purpose, to drive commerce and prosperity through our unique diversity , together with our brand promise, to be here for good are achieved by how we each live our valued behaviours .

    When you work with us, you'll see how we value difference and advocate inclusion. Together we :

  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  • In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
  • Time-off including annual, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
  • Flexible working options based around home and office locations, with flexible working patterns
  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
  • Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to.

    If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

    Visit our careers website www.sc.com / careers

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