Vp, Voice

**VP, Voice & Market Data Services** **-** **(**240000JV**)**

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

**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
- 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 deg