UC Voice Manager

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UC Voice Manager
role at
TD
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Join to apply for the
UC Voice Manager
role at
TD
Pay Details
We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Work Location :
Singapore, Singapore
Hours
40
Line Of Business
Technology Solutions
Pay Details
We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Job Description
KEY ACCOUNTABILITIES
Day To Day Support
Provide day-to-day operational support for trader voice systems including IPC Unigy, Cisco, TEAMS and NICE/Verint voice recording solutions.
Monitor system performance and proactively address issues to minimize downtime.
Respond to and resolve incidents and service requests in line with SLAs.
Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
Collaborate with network, infrastructure, and trading desk teams to ensure system availability and functionality.
Assist in system upgrades, patch management, and configuration changes.
Maintain detailed documentation of incidents, configurations, and procedures.
Participate in disaster recovery testing and ensure voice systems are compliant with regulatory requirements.
Support and manage voice-related projects and system rollouts.
Provide on-call support as needed during trading hours or off-hours maintenance windows.
Voice Systems Management
Deliver performance metrics and ensure adherence to service level agreements (SLAs) and operational standards.
Oversee the operation, maintenance, and troubleshooting of voice systems (e.g., trader turret systems, voice recording solutions, Mobile Telephony, carrier services, etc.).
Drive capacity planning, ensure optimal sizing and future requirements are identified and reported on.
Strategic Operations And Process Improvement
Develop and implement operational strategies that align with regional goals and corporate objectives.
Coordinate and lead projects related to technology upgrades, system rollouts, and process improvements.
Analyse system performance data and support the development of best practices for incident resolution and escalation management.
Stakeholder Collaboration
Act as a liaison between the Engineering teams, trading floor management (TBM), and senior leadership in region to ensure clear communication and coordinated responses to system issues.
Participate in cross-departmental initiatives aimed at enhancing the overall platform environments and ensuring compliance with industry standards and regulations.
Lead reporting on platform performance, compliance and regulatory adherence and capacity availability
Engage with vendors and third-party support providers to negotiate service agreements, ensure invoice, billing are managed and ensure quality of service.
Compliance And Risk Management
Ensure all trader voice systems comply with internal policies and external regulatory requirements.
Develop and maintain detailed documentation, including operational procedures, incident reports, and system configurations.
Oversee disaster recovery planning and testing to guarantee business continuity during system outages or emergencies.
Reporting And Metrics
Produce regular reports detailing regional performance, incident trends, and project progress.
Use key performance indicators (KPIs) to track the effectiveness of the voice support operations and identify areas for improvement.
Incident Management
Manage the end-to-end lifecycle of all major incidents related to trader voice platforms within APAC.
Lead incident bridges, ensuring timely communication, stakeholder alignment, and swift resolution under pressure.
Ensure all incidents are logged, categorized, prioritized, and resolved in line with defined SLAs.
Interface directly with TBM, trading desk leads and senior stakeholders during critical incidents.
Maintain an effective escalation matrix and ensure on-call support coverage for critical operations.
Problem Management
Drive root cause analysis (RCA) for recurring and high-severity issues across turret, recording, and telephony infrastructure.
Establish and maintain a formal problem management process with consistent reporting and follow-through.
Track and manage Known Errors and ensure knowledge base articles are created and maintained.
Partner with Voice UC engineering team and vendors to identify and implement permanent fixes.
Employee / Team
Work effectively within the local teams, supporting other members of the team in resolving critical service issues
Prioritize and manage workload delivering quality results and meet timelines
Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
Participate in knowledge