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HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of
Senior Voice Engineer In this role you will: The day-to-day support and demand of the HSBC Voice Trading platform provided to the Business, Internal Legal and Compliance stakeholders. HSBC Voice Trading platform consists of voice trading solution (BT) and Voice recording services and associated backend infrastructure and software
- Managing all service requests from Stakeholders
- Managing escalations, reporting and notification to IT management and stakeholders
- Ensuring processes and documentation is up to date and valid.
- Ensuring all Compliance Assurance and Policy obligations are adhered to in relation to the voice trading service
Main duties and responsibilities for the Senior Voice Engineer can be divided into the following areas: Voice Trading Product and Services, Voice Recording Product and Services, Manage Recorded Users, Legal Retrievals and Voice Trading Infrastructure Services
Voice Trading Product and Services - Close collaboration and working with Voice Trading stakeholders to drive the continuous development of the service in relation to
- Policy and Standards Development (recording retention, hold, etc)
- Operational Model Design support (Service Design/processes)
- Support Readiness (inc Support and Maintenance Design)
- Development of Training and Guidelines for voice trading solutions
- SLA and KPI Definition to ensure minimum standards for operation of the voice trading service
- Stakeholder desk end training in relation to tools and systems provided directly to them
- Introduction and development of Voice Trading tools and systems
- Leading Stakeholder meetings for requirements gathering
- Piloting of new tools and solutions for voice trading team and those provided directly to stakeholders (pre-production)
- User Acceptance Testing
- Production Acceptance and Sign-off
- Service Improvement Planning
- Driving continual service improvement though the use of metrics and controls relating to the management of recorded users
- Risk Management and Audit in relation to the Voice Trading Service
- Management of operational risk items
- Management of BIA audit and risk management planning
To be successful you will need: - Defining and maintaining regional voice trading processes and procedures for sign off by the Co-Global HEAD of TRADE FLOOR & MEDIA RECORDING and TFVMC Engineering Manager
- Ensure that HSBC is compliant to all regulatory, risk and audit requirements
- Management of voice trading service requests
- Joiners, Movers and Leavers
- Recertification of user access to the voice trading platforms
- Manage and execute the scheduled audit processes for recording assurance and recertification
- Compliance Requests (Policy change/Reporting/Extractions/Query Management)
- Service Management reporting
- Voice Trading & Recorded Users, exceptions, SLAs and Metrics
- Infrastructure Management and Support (OLA and Metrics)
- Inventory reporting
- Work with all compliance areas to provide ongoing management and adoptions of policies impacting voice trading
- Policy management and associated configuration and standards changes
- Policy management and Compliance assurance reporting and governance
- Voice recording retrievals
- Maintaining regional voice trading processes and relationship with Shareholders
- ServiceNow processing of requests for Leavers, Joiners and general BAU work
- ServiceNow processing of recording retrieval requests
- Management and development of workflows and retrieval forms
- Ongoing development of retrieval processes
- Day to day management of the retrieval process including
- Retrieval requests (Voice Recording)
- Demand management and prioritization
- Retrieval execution
- Retrieval Quality Control
- Retrieval distribution to Stakeholders
- Escalations in relation to retrievals
- Notify and inform stakeholders in relation to exceptions within the process and/or failure to meet target SLAs
- Perform technical analysis determining the exception root cause and present findings
- Support Legal eDiscovery with reporting and questions from regulators, external legal teams and auditors
- Reporting (Demand & Data Assurance)
- Provide regular reporting to stakeholders on retrieval demand and success
- Legal Hold
- Provide Legal Hold Reporting (Data and Users on Hold)
- Support the Legal Hold fulfilment process and manage legal hold attestation
- Working Practice
- Be part of the on-Call rota in help supporting the service
- Be willing to work weekends to cover changes
- Aligned to 3 rotas shift to align to UK, HK and US hours in support of the service
Opening up a world of opportunity
www.hsbc.com/careers Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
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