EMEA Voice Recording Operations Lead London, England
Morgan Stanley
Full Time
London, England
48500 - 60000 GBP ANNUAL Today
Job description
EMEA Voice Recording Operations Lead
Job Number:
3233015
POSTING DATE: Mar 8, 2023
PRIMARY LOCATION: Europe, Middle East, Africa-United Kingdom-United Kingdom-London
EDUCATION LEVEL: Bachelor's Degree
JOB: Production Management and Operational Support
EMPLOYMENT TYPE: Full Time
JOB LEVEL: Vice President
DESCRIPTION
Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence, and strong team ethic. We can provide a superior foundation for building a professional career – a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
The Team
The EMEA Voice Recording Operations Lead (VP level) is the focal point for all recording matters in EMEA. The role is responsible for operational stability, project delivery and team management. Morgan Stanley is a highly regulator firm, voice recording is the safety net that keeps the firm in line with regulation, this role is vital to delivery of stable, secure and feature rich services. Being part of an open, diverse team, you will never have two days the same. Daily checks, project updates, vendor management and occasional in office social event make for a highly engaging role. The role has arisen through the in-seat member of staff relocating.
What will you be doing?
Acting as the EMEA lead for all Voice recording matters.
Work as a member of global follow-the-sun model operational support team, collaborating with other team members/regions.
Respond to escalations from business users and Level 1 & 2 engineers.
Create processes, solutions, run books; document knowledge articles, Level 1/Level2/Level3 processes.
Outage and problem management. Investigation of impact analysis. Identifying and implementing tactical and strategic solutions. Creating necessary tickets and artifacts as follow-ups.
Delivering Monthly service review meetings with business management
Driving strategic adoption of Next generation solutions and service
What we’re looking for:
Experienced individual with proven background in engineering/supporting complex voice recording deployments.
Background in product/service management tools (E.g. Jira)
Proven experience in leading / managing technical teams.
Excellent communication skills.
Flexible work statement:
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.
QUALIFICATIONS
Skills Required
Technical knowledge of market leading recording platforms (Nice NTR & Verint VFCC)
Extensive voice recording industry experience
Comfortable with Agile methods/Kanban board. Preferably scrum master experienced.
ServiceNow knowledge and experience
Splunk or similar knowledge and experience
Great organization and coordination skills
Relational databases (Sybase/DB2/MS SQL) knowledge. Good SQL skills preferred.
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.
Learn more about our culture and the opportunities for professional growth at Morgan Stanley on our LinkedIn page and Youtube channel.
https://youtu.be/Ue0vNEImMyE
Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.
Learn more about our culture and the opportunities for professional growth at Morgan Stanley on our LinkedIn page and Youtube channel.
https://youtu.be/Ue0vNEImMyE
Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.
