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Voice Services Senior Manager

2 months ago

London, Greater London, United Kingdom Marex Spectron Full time
About the Role

Marex Spectron is a global financial services platform, and we're looking for a skilled Voice Services Senior Manager to join our team.

This is a critical role that will oversee the design, implementation, and management of our Voice Services, ensuring they are resilient, secure, and compliant with regulatory requirements.

As a Voice Services Senior Manager, you will lead a team responsible for providing and maintaining Voice Services across our organization, including office telephony, mobile solutions, and voice recording platforms.

You will work closely with our Compliance Team to ensure that voice and messaging data archiving and retention processes meet compliance requirements.

Key responsibilities include:

  • Leading the vision and implementation of modern Voice Services across the organization
  • Ensuring Voice Services are resilient and required testing is completed in line with internal policies
  • Architecture and Project consultation for new Voice service requirements
  • Tracking and managing the Voice Service costs, managing the relationships with vendors, managing renewals, and identifying cost/value optimisation initiatives that meet the organization's objectives
  • Work with the Compliance Team to ensure voice and messaging data archiving and retention processes meet compliance requirements, report and address any gaps that are identified
  • Coordination of Voice projects being delivered on time and on budget
  • Maintenance of the Voice Services in line with internal Security and Operational standards
  • Provide Operational support and escalation as required for Voice Service issues, ensuring close collaboration with Service Desk staff, knowledge is shared, and operational work items are tracked and managed
  • Ensure operational excellence and making sure services remain stable

This role requires a strong understanding of telecommunications services, protocols, and general IT services, as well as excellent analytical and troubleshooting skills, strong oral and written communication skills, and motivational skills.

Experience with establishing voice quality assessment and monitoring tools/platform, network package analysis tooling, and multivendor interoperability of voice solutions (MS Teams, AudioCodes, Cisco, SIP endpoints) is highly desirable.