Job Summary

The new Voice operations Specialist would be managing complete Collaboration & Communications services in Middle East and Africa Region. The role would involve in efficiently managing MEA Voice Infrastructure services and to deliver the system uptime and availability as defined in the Global SLA. Need to have proactive approach in managing and supporting Voice Operations in MEA for all C&C Services. The candidate will need to prepare high quality documentation, manage local vendors/suppliers and retain overall accountability for Voice and Video services from Voice operations perspective.

Responsibilities

Processes

• Provide support expertise to internal and external stakeholders and Business partners in relation to Bank\xe2\x80\x99s Communications & Collaboration Voice Operation Services.
• Implement and maintain proactive monitor solution and troubleshoot issues pertaining to Unified Communication and Enterprise Voice infrastructure solutions.
• Work closely with Engineering team to adhere with Global Engineering standards for Unified Communication and Voice Infrastructure Services.
• Work closely with bank Internal Security teams to comply and adhere with the Bank\xe2\x80\x99s Cyber Security Standards and requirements.
• Ability to drive and comply with Patch Management process for C&C Voice services.
• Understand, track and drive resolution of complex technical issues by collaborating and working across various Technology domain teams to ensure the services owned are responded and addressed in timely manner.
• Ultimate accountability for Voice services, potentially call out when Severity issues escalate
• To ensure that technical solutions proposed satisfy both immediate and long-term needs of the business and ensure adherence with Group\xe2\x80\x99s technical and security standards.
• To manage and deliver all Voice BAU projects in Middle East and Africa region.
• Work cohesively with other colleagues of Collaboration and Communications Voice Operations team to drive service excellence.
• Prioritize work to successfully deliver service in a diverse environment.

People & Talent

• Efficiently manage Business Stakeholders and Country Technology teams in Middle East and Africa region.
• Need to manage and support Voice Operations to meet Operation excellence.
• SME and Point of Escalation for all Technical issues and queries related to Voice Services in Middle East and Africa region.

Risk Management

• Documentation of risks with clear mitigation plan and controls
• Identify and report all risk issues related to C&C Voice Services in timely manner.
• Effectively manage and track all the risks to closure.
• To manage and support all Audit related work

Governance

• Vendor Service Reviews and Contract Management
• Ensure Continuous Service Improvement and Service Quality for UC and Voice Services.

Regulatory & Business Conduct

• Display exemplary conduct and live by the

. * Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Manage and support to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles.
• Need to liaise with Country Technology Management team to provide the required artefact and information required for local TRA and FCA regulators.

Key stakeholders

• Regional CIO/CTM team and Business Stakeholders

Qualifications

• Cisco Collaboration certifications (CCNA/CCNP/CCIE or equivalent)
• Session Border Controller Gateway Certification (AudioCodes, Oracle, etc.,)
• Avaya Certifications (Avaya Communication Products)
• Genesys Contact Center Certification
• Verint Certification (Verba, Verint, Etc.,)
• MS SfB certifications
• MS Teams

Role Specific Technical Competencies

• Voice Operations
• Stakeholder Management
• Service and Process Management
• Capacity Management (Voice Services)
• Event and Alert Management (Voice Services)
• People Management
• Project Management

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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