VP, Voice - Singapur, Singapore - OCBC Bank

Description

Description

The successful candidate will manage and coordinate resources across multiple countries to deliver initiatives related to voice, and market data technologies.

They will provide leadership and direction to a voice services teams and external partners while partnering with business leaders to identify opportunities, requirements and solutions to support business growth, change, and development with the introduction of modern technology solutions. In coordination with the Enterprise Architecture function, the Voice & Market Data Services lead will engender a coordinated, user-oriented service by defining and directing overall

Voice & Market Data services strategy for OCBC and ensure that the company maintains a future ready technology and a product strategy that is scalable, customer-centric, and innovative. The successful candidate will have significant customer experience as well as collaborating with influential vendors, partners, and industry forums.

Scope

• In collaboration with the relevant stakeholders, define the Voice and Market Data Services vision and drive all aspects of the strategy, ensuring that the right architectures, systems, and operating models fully support technology-based solutions and services.
• Accountable for Group Voice & Market Data Services covering Singapore and global offices where OCBC or OCBC entities have a presence.
• Responsible for Voice and Market Data Services, Projects, Operations, Security, and budget
• Partner with the Heads of Infrastructure Services to deliver the innovation, development and deployment of technology solutions providing strong leadership and senior level advocacy for their delivery
• Partner with the business to understand evolving work trends in design, engineering and software needed to support the underlying voice and market data infrastructure.

Responsibilities

• Accountable for the Voice and Market Data Services operations and capacity planning: Manage budget spends on suppliers of all related services. Oversee and authorise invoices from third parties, contractors, and additional spending.
• Work jointly with Group procurement and Finance teams to challenge supplier costs, and make recommendations for contract changes, renegotiations, and supplier replacements to continually improve value to the business.
• Manage supplier relationships, to ensure that the supplier portfolio meets OCBC needs. Complete supplier service reviews, evaluating and selecting new suppliers, and make recommendations for strategic supplier decisions.
• Drive contract and service agreement renegotiations, to ensure that suppliers always provide the best possible value to OCBC.
• Conduct monthly roadmap reviews with relevant service managers and Senior Leadership team representatives, communicating on project health status, milestones, issues, and budget
• Work closely with Information Security, to ensure that Voice and Market Data infrastructure are maintained in a highly secure state, and that operating procedures and methods are best suited to maintain security of the infrastructure
• Ensure that OCBC voice and market data systems fully support the needs of the company in telephony, communications and market data feeds.
• Develop and implement voice strategies and align with bank strategy for improved communications and customer satisfaction
• Function as the subject matter expert on Voice and Market Data technology and services matters, challenging and coaching team members, thriving to exceed Service Level Objectives and delivering outstanding value to the business.
• Manage the OCBC group and take accountability for the worldwide voice and market data services.
• Ensure all voice and market data service outages are restored in a timely manner and abide by the fix once principles for enterprise telephony systems, contact centre telephony systems , , compliance recording services , market data services and trader phone systems (IPC)
• Guide the team in Program and Project Management to ensure delivery against Voice Services team annual strategic roadmap objectives.
• Coach the team to see the "big picture" as well as the details and to be able to tie technical initiatives to corporate goals.
• Work closely with the Solutions teams to ensure that designs are properly thought through in a timely manner as necessary for project deliveries.
• Assume technical lead role during outage management; monitor functions and coordinate inter-team corrective actions; assists team members with problem resolution and communicate with stakeholders.
• Drive continual service improvement initiatives aimed at improving service quality, IT, and business outcomes.

Management

• Overall management responsibilities for Voice and Market Data Services teams.
• Lead and manage the team to ensure a coordinated, user orientated service
• Manage vendor relationships by communicating effectively, holding vendors accountable, and cultivating a positive working relationship.
• Ensure that technology standards and best practices are maintained across the organisation.
• Work with Product Owners and stakeholders in other departments to ensure Technology strategy and execution align.
• Drive the adoption of right sourcing strategy, cloud services and automation
• Manage the budget for Voice Services including reporting and forecasting
• Manage the team recruitment activities, whilst providing appropriate training, mentoring, and challenging them to grow and develop in their roles.
• Demonstrated management experience of matrix and multicultural teams.

Qualifications

Qualifications, Skills and Experience Essential

• Bachelor's degree and/or equivalent experience in Information Technology, Computer Science or Business Management
• Experience of progressive experience in Information Technology management with focus on voice /unified communications and market data services gained over an extensive period
• Extensive experience in the IT infrastructure concepts and solutions.
• In depth knowledge of architectures, monitoring, security control, redundancy, and high availability for voice, market data and unified communications systems
• Extensive experience managing compliance recording
• Experience with Microsoft Teams Phone system and related ecosystems
• Experience with Ribbon Session border controller management
• Knowledge of the regulatory trends for voice calling and compliance recording
• Knowledge of the latest trends for Unified Communications Cervices
• Performance management and capacity planning for voice and market data systems
• Solid understanding of cloud based services for unified communications , market data and contact centres
• Extensive experience of investigating and managing voice and market data related incidents
• Excellent product management experience.
• Applied knowledge of cyber-security for voice and market data services areas
• Demonstrable and practical experience as Voice and Market data Services leader

Representative experience should include:

• Voice and Unified communications systems qualifications ( Cisco / Avaya / Nice / Verint / Microsoft)
• Session border controller
• IPC trading systems ( Unigy / Agility / Turrets)
• Refinitiv and Bloomberg market data infrastructure and services
• Understanding of Cloud services technologies for unified communications and cloud services

Personal Characteristics

• Excellent communications skills, with the ability to explain complex technological ideas and concepts in a way that is understandable to a non-technical audience.
• Confident presenter who likes to get in front of customers or any audience to espouse their and the company's technology vision and the merits of products and services.
• Experience of formulating and implementing successful strategic plans.
• Experience working with Senior IT leadership in a strategic context
• Ability to build and maintain partnerships
• Ability to work independently and with little guidance while keeping the focus.
• Extensive experience, working with vendors, professional services, and providers
• Ability to manage and motivate people.
• Encourages the personal development of individuals and teams aligned with the Network strategy.

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