EMEA Trade Floor Voice Manager

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

The EMEA Trade floor voice support manager: End User Support (EUS) is accountable for managing the EMEA Trade Floor voice domain and is responsible for the end-to-end design, engineering, support, operational management and commercial management for all Trade Floor Infrastructure within region for HSBC. These include trade voice turret; private wire and related services; media and call recording services as related to the trade floor infrastructure.

The goal of the role is to provide all HSBC lines of business with highly stable, cost effective and highly functional trade floor infrastructure. These responsibilities include the oversight of all personnel; the preparation of goals, objectives and performance reviews;  the management and oversight of all contracts, billings and rates; the execution of proper engineering practices and fault tolerant designs; the implementation of those designs ; the support of these infrastructures on a 24 x 7 basis; the rapid resolution of all issues; the oversight and proper completion of all audits and regulatory engagements; and all other related tasks.

We are currently seeking an experienced professional to join our team in the role of EMEA Trade floor voice support manager and the role will report into the CO-Global Head of Trade Floor BAU Service – Real Time Communication Services.

Key Responsibilities will include some or all the following:

The EMEA Trade floor voice support manager is charged with protecting the HSBC brand, shareholder value, information assets and financial assets in the following ways:

• Strong, effective and fault tolerant designs for all owned services
• 24 x 7 support and rapid resolution of all service affecting issues globally during EMEA time zone
• Be part of the on-call rota and work weekend to oversee and carry out changes
• Strong prevention of recurring issues and rapid root cause analysis and resolution
• Strong vendor and contract management and oversight
• Strong commercial management and provision of cost-effective Trade Floor services worldwide
• Strong adherence to all standards and practices and resolution of any audit issues
• The identification and implementation of new and emerging technologies which enhance HSBC value

Required skills and experience:

 •        Experience in Managing a regional Trade Floor environment with commercial ownership, KPI management, vendor and people management.

•        High level of demonstrable experience and skills in support the BT Trade (IP Trade) platform

•        A good grasp of voice recording, especially with Verint v15

•        Understanding of SIP to help triage issues

•        Strong depth and breadth of technology knowledge, with direct experience of Telecommunications Services preferred

•        Effective stakeholder management skills with a focus on building long-term relationships, and collaborating directly with a variety of vendors, customers and colleagues at all levels of seniority (technical, business, development, compliance, etc.)

•        Proven ability to articulate complex and technical issues concisely, suitable for all levels across the HSBC group

•        Ideally have experience of managing Trade Floor team in a Global role 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500