Td Bank UC Voice Manager 

Singapore, Singapore 

713751429

Singapore, SingaporeTechnology Solutions

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 complextroubleshooting/problemresolution
• 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.

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.

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.