The GCB6 role of the Media Recording Consultant - is as a member of the Global Media Recording Team delivering the Verint Media Recording suite of products as part of its technology evergreening programme.
This is a Subject Matter Expert role within HClient's Telecommunications function and supports the Global Lead of Media Recording team to deliver the overall goals of this department.
The resource is required to support the delivery of technology business globally to continue their upgrade of Verint Media Recording, Speech Analytics, Screen Recording for the Contact Centre, Branch and Back Office environments.
This is a significant priority for the HClient Telecoms function and results in the of safeguarding customer and staff calls from a regulatory and compliance standpoint, substantial technology improvements bringing improved efficiencies and customer service.
The candidate will supplement the Media Recording team so assist with project activities engaging with both the Business, the Vendor and other IT Teams to assist with the Project delivery requirements.
Provide Verint Media Recording consultancy and oversight for initiatives from a design sign off stage.
Contribute to the planning, delivery oversight, reporting and MI for all Global Recording delivery projects born out of country gap assessments and specific local requirements.
Provide technical consultancy for operational Media Recording operational scenarios.
Promote the latest global Verint Media Recording innovation and transformation initiatives.
Ensure that clear roadmap's, plans and mitigation plan exists for all gaps that exist in the Media Recording controls.
Take ownership of user problems and cases, monitor for proper and on-time feedback from the vendors or other HClient units and ensure the user is kept informed and their issue resolved quickly
Receive user escalations and troubleshoot issues by resolving them with maximum user satisfaction
Ensuring adherence to global standard methodology, SLA's, quality, templates and tools, but also showing flexibility and support within these boundaries.
Your responsibilities will include :
Help business stakeholders achieve delivery and support objectives.
Develop the Media Recording awareness, engaging with colleagues across the functions and businesses departments to deliver sustainable Media Recording solutions.
Leads and facilitates change through effective communication, preparation and implementation.
Ensuring compliance with all relevant internal instructions (Functional Instruction Manuals (FIMs), Group Standard Manuals (GSMs), circulars) and external regulatory requirements, including the management of operational risk and adherence to the Group's standards of ethical behaviour.
Proactively seeking opportunities to maximise Media Recording to improve business operations.
Managing local risk and control framework. Track and remediate any issue, finding or recommendation.
The ideal candidate for this role will have the below experience and qualifications :
Bachelor Degree or equivalent and / or experience in technology governance and operational processes, preferably in the Financial Services industry or global corporate service provider.
Background in Call Centre Telephony Recording Infrastructures (Verint, CISCO, Genesys), browser and network technologies an advantage.
Ability to communicate technical subject matter to non-technical stakeholders.
Excellent written and spoken communication skills (English, Cantonese and Mandarin) with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
Promoted and led best practice in risk and compliance management in a similar organisation.