Manager, Europe and Asia Voice Operations

Work Location:
London, United Kingdom

Hours:
35

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:

The Trader Voice Regional Manager is responsible for overseeing voice communication systems and support operations across multiple trading floors and facilities within the assigned region. This leadership role ensures uninterrupted voice communications for traders by managing a team of support analysts, coordinating with IT and network teams, and implementing effective strategies to enhance system performance, reliability, and compliance. The successful candidate will bring a mix of technical acumen, management experience, and a thorough understanding of the fast-paced trading environment.

• Supervise and lead teams of Trader Voice Support Analysts across EMEA & APAC regions.
• Establish performance metrics and ensure adherence to service level agreements (SLAs) and operational standards.
• Mentor and develop team members through regular training, performance reviews, and continuous learning initiatives.

• Oversee the operation, maintenance, and troubleshooting of voice systems (e.g., trader turret systems, voice recording solutions, Mobile Telephony, carrier services, etc.).
• Collaborate with Senior IT, network, and systems teams to maintain system integrity, optimize performance, and implement upgrades or patches.
• Monitor system performance and proactively address potential issues to minimize operational downtime.
• Drive capacity planning, ensure optimal sizing and future requirements are identified and reported on.

• 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.

• Act as a liaison between the technical teams, trading floor management (TBM), and senior leadership in both regions 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.

• 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.

• 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.

• Manage the end-to-end lifecycle of all major incidents related to trader voice platforms within EMEA & 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.

• 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.

• Work effectively leading the local teams, supporting other members of the team in resolving critical service issues
• Prioritize and manage workload of team to deliver 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

• 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

• Bachelor's degree in computer science, Information Technology, Telecommunications, or equivalent.
• Advanced degree or relevant certification (e.g., ITIL, PMP) is a plus.

• 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.

• 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.

• 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.
• Strong project management knowledge, with a track record of successful process improvements and system optimization.

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