UC Voice Manager

Join to apply for the UC Voice Manager role at TD

4 days ago Be among the first 25 applicants

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 transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
  

Breadth & Depth

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others.
• Solid subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
• Able to report into senior regional leads, providing technical updates based on target audience
  

Experience

• 10+ years of technical support experience with a focus on trader voice systems, telecommunication infrastructure, or related technology.
• 5+ years of experience in a supervisory or managerial role, preferably in a wholesale financial environment.
  

Technical Expertise

• In-depth knowledge of trader voice communication systems (e.g., IPC Unigy, Cloud9, Speakerbus) and voice recording platforms (e.g., NICE, Verint).
• Carrier Services, mobile technologies and Unified Communications platforms such as Teams, WebEx & Zoom.
• Strong understanding of SIP, VoIP, and traditional telephony systems.
• Proficiency with network fundamentals (TCP/IP, VLANs, QoS) and system monitoring tools.
  

Skills

• Excellent leadership and team management skills with a proven ability to drive operational excellence.
• Strong analytical and problem-solving abilities; capable of performing root cause analysis and implementing preventive measures.
• Exceptional communication, interpersonal, and stakeholder management skills.
• Ability to work under pressure in a dynamic, fast-paced trading environment and manage multiple priorities effectively.
  

Other

• Willingness to travel regionally as needed.
• Availability for on-call or extended hours during critical incidents or system upgrades.
  

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.
Additional Information
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries Banking

Referrals increase your chances of interviewing at TD by 2x

Asst Director/ Sr Manager, Operations (Eye) Strategy and Operations Senior Manager, APAC Middle Manager – Physical Petrochemicals & Energy Trading Desk Service Quality Executive - Expression of Interest Senior Manager - PKI (Cyber Operations & Technologies) Manager /Sr Manager / Asst Director, Operations (Surgery) T&T Senior Manager / Director - Operations, Industry & Domain Solutions (Insurance) - SG Manager/ Sr Asst Manager, Inpatient Operations Creative Manager, Social Video (Relocate to Dubai to build an AI-native global brand) Engineering Manager - Global Treasury and Payment Network Engineering Manager, Global Treasury and Payment Network Senior Manager / Manager - SAP FICO - (Financial Accounting & Controlling) Operations Duty Manager (Senior Executive level) (2-year renewable contract / shift work) Delivery Lead, APAC (Corporate Solution) Senior Manager, Park Operations (Health & Safety) Regional Communications Manager (Product)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

---