Voice Services Manager

1 month 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 Group provides comprehensive breadth and depth of coverage across four core services: Market Making, Clearing, Hedging, and Investment Solutions and Agency and Execution. It has a leading franchise in many major metals, energy, and agricultural products, executing around 50 million trades and clearing 205 million contracts in 2022.

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.

The Communications and Surveillance Platform 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.

Key Responsibilities:

  • 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.

Requirements:

  • 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 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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