Voice Operations Manager

Whippany, United States

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Date live: Oct. 11, 2022

Business Area: COO & Functions

Area of Expertise: Technology

Reference Code: 90280917

Contract: Permanent/Regular

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Voice Operations Manager
Whippany, NJ

As a Barclays Voice Operations Manager will be part of team responsible for managing the day-to-day operational support of the voice infrastructure globally, which includes Enterprise and Trader Voice and Voice Recording services. This position is managerial in nature, requiring management of technical resources that preform the following run the bank type tasks, supporting, configuring, and troubleshooting Cisco VoIP, Trader Voice and Voice Recording applications. Knowledge of the following telephony product sets, Cisco CUCM, IPC Unigy Trading Turrets, and Nice and Verba Voice Recording Platforms core systems and processes, enterprise wide, and other communication solutions.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in India, we offer careers providing endless opportunity.

What will you be doing?
•   Enterprise Trader Voice and Trader Voice Recording systems and infrastructure management operational support.
•   Third party supplier and system maintainer management and co-ordination and Incident, Problem and Change management.
•   Managing and implementing Requests in-line with the business requirements and Inventory management, reporting and oversight
•   Capacity management, reporting and oversight and managing questions and queries raised via internal stakeholders regarding the Voice Services.
•   Resilience and Business Continuity Management testing and management.
•   Managing risk and risk reporting affecting the Voice estate and maintaining product run-book.
•   Management and maintenance of the Private Wire infrastructure used across the trader voice estate.

What we’re looking for:
•   Knowledge of and managerial experience of global telephony platforms as a medium to large enterprise
•   Working knowledge of Service First, Service Now.
•   Experience with management or Voice recording platforms, vendor engagement and risk remediation
•   Knowledge with Cisco Call Manager design and deployment

Skills that will help you in the role:
•   Knowledge and Managerial experience with VoIP and TraderVoice technologies
•   Knowledge and Managerial experience with Call Manager design and deployment
•   Knowledge and Managerial experience with Voice Recording and management of compliance and legal requirements
•   Automation skills, SQL queries and Advanced Excel knowledge.

Where will you be working?
At Barclays, we are proud to be redefining the future of finance and here at Barclays we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Whippany, you’ll have every chance to build a world-class career in this world-class environment.

Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

More about working at Barclays

Our approach to hybrid working ensures there’s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, ‘anchor’, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.

We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees globally to work flexibly empowers each of us to work in a way that suits our lives, as well as enabling us to better service our customers’ and clients’ needs.

Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you’d like to request a flexible working arrangement, please discuss this with your hiring manager.

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

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