The EUS Collaboration Services (EUS CS) is a critical global function within the division of the Chief Technology Officer (CTO).
It delivers collaboration services for the bank including email, real time communication, video conferencing, document management and retention services.
Business productivity and end user collaboration is highly dependent on the efficient and effective use of the services handled by EUS CS.
TS EUS Collaboration Services team is a dynamic and stimulating environment. We provide the most transparent and tangible IT assets and services in the firm are increasingly adding transformation or game changing’ value to the firm.
The EUS Collaboration Services Regional Head of EMEA is highly important and influential role within CTO and the business community, responsible for the management of all Collaboration Services in the EMEA region.
The following provides the scale of the operational environment :
Mailboxes : 17,000
RTC Voice Calls : 500k / month
Video Conferencing : 2,000 / month
The below responsibilities are critical components of the role performed in the EMA region and within the frame-work of a global organization.
Responsible Level 2 operations for all Collaboration Services in the region
Responsible for incident, problem, change as well as capacity, performance and service quality for email, real time voice, video conferencing, document management and retention.
Design, gather and understand operational metrics to consistently improve the service quality and end experience.
Responsible for dedicated risk management, including end of life.
Identify and remediate any resiliency gaps that may lead to service interruption if not addressed.
Customer and business partner interactions :
Partner with Client Support Services to support a robust client engagement model.
Develop and mature the day to day relationships with Engineering, Product and Support to ensure the collective success of EUS and Technology Services.
Engage regional risk boards as required and represent EUS CS for any local regulatory inspections or requirements.
Develop, build, implement and manage a service quality framework as part of a global team.
Optimize workforce strategies that balance regional coverage with global harmonization.
Resource Management :
Line management responsibility for collaboration staff in Poland and the United Kingdom.
Run and prioritize the book of work.
As a global service lead, influence and lead staff in other regions in support of service harmonization.
You have contagious enthusiasm fuelled by a desire to be best in class.
You are client focused and biased in pursuit of business goals and objectives.
You consistently set new standard for excellent customer service.
You are natural formal and informal communicator.
You have a very high bar for success and a continuous improvement mind-set.
You present unwillingness to accept status quo and a real passion for leading groundbreaking change.
You have ability to quickly get to the facts and to identify the root cause of problems across disciplines.
You are able to influence peers in a manner that fosters partnership and customer services with skills to deliver results.
You are avid consumer of technology and a deep understanding of the value of technology.
You are risk minded and aware; able to handle risk in balance with capability and quality.
You are creative and innovative and prepared to try different ideas where this could be helpful to the environment and our clients.
You have minimum 10 years combined line or delivery experience in a financial institution or comparably large organization.
You have at least 10 years overall IT and infrastructure experience. Teamwork experience desired, but not required.
You have demonstrated expertise in developing and handling successfully customer service functions in financial institutions.
You worked with large infrastructure organizations (estate size and / or staff).
You are experienced in developing and maintaining partnerships with various profiles of staff : outsourced, managed service, offshore and full time employee as well as sing personal networks to influence peers on behalf of the client.
You have experience in running groundbreaking change programs across people, process and technology disciplines.
You have mature understanding of financial markets and fundamental business principles and drivers.
You have higher education (degree equivalent), although additional years of experience in the area will be taken into account.
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