UC Voice Manager

Work Location:

Hours:

Line of Business:

Pay Details:

Were 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 worlds 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 95000 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 youve 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 were 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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well 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.