Voice Services Manager

4 weeks ago

London, Greater London, United Kingdom Marex Spectron Full time

Marex Spectron is a leading global financial services platform, providing essential liquidity, market access, and infrastructure services to clients in the energy, commodities, and financial markets.

The Technology Department delivers differentiation, scalability, and security for the business. Reporting to the COO, Technology provides digital tools, software services, and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture, and design.

IT runs our enterprise-wide services to end users and actively manages the firm's infrastructure and data to provide and accelerate business value. A Data team enables the firm to leverage data to increase productivity and improve business decisions, as well as maintain data compliance. Our Infrastructure group delivers operations and engineering across Infrastructure Operations, Network, Communications and Surveillance, Endpoint and Platform Engineering teams with a key focus on Infrastructure as Code / automation & innovation. IT also includes our global IT Service Desk providing support and self-service to business users across Marex, and our Service Management team that runs core ITSM processes and develops our departmental tooling (Jira).

The Voice Services Manager provides hands-on oversight and coordination to support Marex Global Voice, Messaging, and Archiving services and platforms. The Communications Manager will both lead in the design and implement new strategies for the organisation to succeed and remain compliant, as well as providing hands-on experience in ensuring the high availability of services.

Responsibilities:

Role-specific:

• Lead the vision and implementation of modern Voice Services across the organisation.

• Ensure Voice Services are resilient and required testing is completed in line with internal policies.

• Architecture and Project consultation for new Voice service requirements.

• Track and manage the Voice Service costs, manage the relationships with vendors, manage renewals, and identify cost/value optimisation initiatives that meet the organisation'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.

All staff:

• Ensure compliance with the company's regulatory requirements under the FCA.

• Adhere to the operational risk framework for your role ensuring that all regulatory or company-determined parameters are complied with.

• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values.

• At all times comply with the FCA's Code of Conduct.

• Ensure that you are fully aware of and adhere to internal policies that relate to you, your role, or any other activities for which you have any level of responsibility.

• Report any breaches of policy to Compliance and/or your supervisor as required.

• Escalate risk events immediately.

• Provide input to risk management processes, as required.

Competencies:

• A collaborative team player, approachable, self-efficient, and influences a positive work environment.

• Demonstrates curiosity.

• Resilient in a challenging, fast-paced environment.

• Excels at building relationships, networking, and influencing others.

• Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness.

Skills and Experience:

Essential:

• Front Office Trading Environment.

• Cisco Call Manager systems / Cloud 9.

• Red Box / Orex / Voxsmart.

• Telephone lines (BT & Six Degrees).

• Private Wires (IPC & Flexenet).

• Session Border Controller (SBC) integrations.

• Vodafone / O2 mobile services.

• MS Teams voice SIP integrations.

• Chat Platforms and surveillance tooling.

• Global Relay integrations.

• Various softphone platforms (mobile/desktop).

• UCaaS management experience.

• Supplier Management.

• IT Service Management.

• Understanding of overall Telecommunications services, protocols & general IT services.

• Comfortable multi-tasking.

• Strong analytical and troubleshooting skills.

• Strong Oral and Written Communication Skills.

• Motivational Skills.

Desirable:

• Experience with establishing voice quality assessment and monitoring tools/platform.

• Experience with network package analysis tooling.

• Multivendor interoperability of voice solutions (MS Teams, AudioCodes, Cisco, SIP endpoints).

Marex Spectron is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex Spectron is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.

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