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I. BUSINESS OVERVIEW: The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organisation is an international financial services group, with in excess of 202,000 employees, with solid roots in Europe, a significant and growing presence in the Americas, as well as a solid and fast-growing business in Asia-Pacific. The BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).
MADRID IT Platform: The CIB IT Platform for EMEA is responsible for providing IT Services to our Clients, ensuring a Digital Market evolution in a secured and performant environment, and with reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture, as well as elements of the Global Services organisation.
II. JOB DESCRIPTION: The Trading Voice Services Support Team Leader performs a key role within the Voice Recording Team. The purpose of the role is to lead and develop a high-performing team of specialist support analysts located in different countries (Spain, United Kingdom, and France), ensuring that reported incidents, changes, and service requests are processed as efficiently as possible, following company processes and policies. Work hand in hand with other teams and ensure the team is fully aligned with the Global voice team in Paris and the global strategy. The Trading Voice Services Support Team Leader will be expected to work proactively to continually improve the quality, effectiveness, and efficiency of the services they support, whilst retaining specialist knowledge of relevant business and technical areas. He will be responsible for managing the infrastructure and the team members. The role demands strong advisory skills combined with good business, operational, communication skills, customer engagement, and technical expertise of the enterprise voice infrastructure.
III. POSITION - TASKS & KEY RESPONSIBILITIES:
- Ability to manage and lead a team, delegating effectively and showing leadership through example and sustained performance.
- Effective team working experience, ensuring constructive use of skills, knowledge, and experience of all staff within the team.
- Strong understanding of enterprise Voice technologies including: Kurmi automatic provisioning for Cisco/Teams/Unigy and VR, NTR-X/Unigy/Cisco Automation between Service Now and Kurmi Session Border Controllers Cisco Call manager.
- Organisational and planning skills, with the ability to prioritise activities and projects whilst coordinating complex technical support activity and report service status to senior management.
- Ensure all incidents, tasks, and requests are delivered within the service Level agreement.
- Ensure team acknowledgement is up to date, creating an ongoing training plan.