Job Description

Business Overview:

As part of alignment to the new global Record Keeping (RK) organization, the CIB Americas ITO is looking for a Voice and Video Operations Manager. The operations manager will be responsible for the oversight and service delivery by the RK organization in terms of systems administration, incident, problem, and change management of CIB Americas Voice & Video technology infrastructure for North and South America countries. The candidate will be part of a new dynamic team supporting BNPP Front/Back Office Users and Compliance Department across multiple regulatory capture and surveillance systems. The goal of the team is to deliver industry leading telephony and communication services for Americas countries. You will report to the Americas Head of Recording Keeping Manager.

Candidate Success Factors:

Candidates are measured on the following four performance drivers, which will dictate how individual impact is considered on the Americas platform:

• Results and Impact
  • Able to influence peers and team.
  • Demonstrates good judgement when making decisions of high complexity and impact.
  • Exercise appropriate autonomy in the execution and delivery of work.
  • Responsible for driving outcomes, which have meaningful effect on team or department.
• Leadership and Collaboration:
  • Creates trust with colleagues.
  • Acts in leadership capacity for projects, processes, or programs.
• Client, Customer and Stakeholder Focus:
  • Able to build relationships with a mix of colleagues and clients.
  • Interacts regularly with management and department leaders.
  • Demonstrates the ability to influence stakeholders at the team level.
• Compliance Culture and Conduct:
  • Takes full responsibility for personal actions and demonstrates courage in facing problems and conflicts.
  • Perceived as a person of high moral character; upholds corporate values and displays high ethical standards.

Responsibilities:

• Responsible for the delivery of a range of Telephony, Voice, and Video services into the Company. Primarily this involves operations, administration, monitoring, controls, ongoing Level 1 and 2 support for back-office Voice, Trading Voice, and Video meeting rooms platforms.
• Manage a team of operations analysts, technicians, and system engineers and organize the team to deliver service successfully, manage available staff in accordance with schedules & budgets.
• Ensure operational readiness and monitoring of the IP Voice and Video infrastructure.
• Ensure daily completion of Record Keeping controls, ensure that controls are running consistently and are attended by the operations team.
• Participate in the definition of technical record keeping solutions, integrate production and infrastructure requirements, and contribute to the continuous service improvement.
• Maintain the RK systems & communication channels in operational condition (availability, obsolescence, vulnerability, capacity, and patch management).
• Keep up-to-date and valid the internal documentation, process and runbooks for operations and installations.
• Liaise with external service providers and vendors for production incidents, problems and ensure that our partner adhere to the right level of service and internal change management standards.
• Create reports for Voice & Video Operations and Senior Management teams.
• Adhere to Internal Controls and IT Service Management procedures.
• Ensure service deadlines and SLAs are met.
• Collaborate with members of the Record Keeping teams in other Regions to ensure a continuous effort in resolving issues and knowledge sharing at global scale.
• Be part of the change process around production activities.
• Provide support to BAU teams on regulatory voice and eComm recording technologies.
• Ensuring appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified.

Minimum Required Qualifications:

• Bachelor's degree in computer science, information technology or a relevant experience.
• Voice/Trading Voice and Video technologies.
• Vitec – Exterity Multimedia)

• Exceptional service orientation and service management methodologies practitioner (ITIL process, ServiceNow, ITSM production tools, Agile principles, Kanban).

• IT Risks and Cybersecurity experience of managing Obsolescence, Vulnerabilities and Security standards.
• Program/Project management methodology.

Preferred Qualifications:

• Prior experience as IT manager or Technical Lead on large transversal projects.
• Expert understanding of SIP protocol and VoIP Telephony expertise.
• Strong understanding of network principles, subnetting, firewalls, routing, dial plans, SIP trunks.

• Strong understanding of Trading Private Wires and Private Wire Network / Network providers.

• Expert understanding of CISCO, Oracle SBC, MS Teams, Cisco voice solutions, Elastic Search, Dynatrace, Autosys automation, MS Azure and AWS Cloud.
• Experience with database technologies (MySQL, MS SQL), installing, administration, and query search.

• Analytics, CRM and Automation tools.
• Private Wires and Private Wire Network / Network providers.

• Strong problem-solving skills, critical thinking, ability to propose solutions and drive to resolution.
• Strong management skills, ability to influence, active listener, and lead by an example.
• Knowledge of analytics, CRM, and Automation tools.
• System infrastructure monitoring and reporting tools (Zabbix, Grafana).
• Advanced knowledge of Microsoft Excel (Graphs, VLOOKUP, Pivot tables).

• Excellent interpersonal and communication skills.
• Adaptable, must be able to work in a rapidly changing environments, and dynamic global partnerships.

• Professional experience, documenting, planning, and managing platforms through their life cycle.
• Able to apply Agile frameworks principles and use Agile Tools in operations service setting (kanban boards, Jira, Confluence).
• Ability to create Technical Documentation (runbooks, procedures, knowledgebase, high Level plans, low level designs, test procedures, statements of work).
• Experience of working with Senior IT leadership and committees.
• Experience of working in/with a financial institution in technology or IT departments.

FINRA Registrations Required:

• Not Applicable

CFTC Swap Dealer Associated Person (if yes, NFA Swaps Proficiency Program is required):

• Not Applicable

SEC Security-Based Swap Dealer Associated Person:

• Not Applicable

The expected starting salary range for this position is between $115,000 to $195,000 annually. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in role, base salary of internal peers, prior performance, business line, and geographic/office location.

In addition, our comprehensive benefits package aims to support our employees in various aspects of their lives. From healthcare and wellness programs to retirement plans and childcare services, we prioritize the well-being and growth of our employees. Our benefits include medical, dental and vision coverage, a 401(k) Savings Plan, backup childcare, life, accident and disability insurance, mental health support and paid time off. Additional details about our benefits offerings, inclusive of eligibility for a discretionary bonus, will be provided during the hiring process.

This application will remain open until a candidate has been selected for the role. There is no specific application timeline.

About BNP Paribas:

BNP Paribas is a leading bank in Europe with an international reach across the US, EMEA and APAC. It has a presence in 65 countries, with nearly 190,000 employees. The bank employs over 3,500 people in offices in the US across 10 states including New York, Jersey City, Chesterbrook, PA, San Francisco, Boston, Chicago, Denver, Miami, and Washington, DC. BNP Paribas has built a strong and diversified presence to support its client base. We continue to grow and strengthen our commitment to the US market through our  Corporate & Institutional Banking activities. We are one of a few non-US banks to offer a full value chain for our clients, from trading to financing, and clearing and custody in the US with the international footprint and capacity to deliver both globally and locally. Leveraging the strength of our European roots, our network can support clients in virtually every region of the world, enabling more connectivity and efficiency wherever our clients conduct business. We take pride in our expertise and our ability to adapt while constantly looking ahead to create a more sustainable world.

As an international company with a global footprint, the unique cultures and viewpoints of our team members are an integral part of the fabric of BNP Paribas. We are a company with a purpose - to be a responsible and sustainable global leader. We aim to create an environment where our employees feel empowered to drive change, make an impact and be true to themselves. We employ talented individuals from a wide variety of backgrounds, locally and globally, and are inspired by our employees who help us in cultivating a diverse, equitable and inclusive workplace through initiatives such as our Diversity, Equity & Inclusion (DEI) Leadership Forum and Employee Resource Group (ERG) communities. We strive to be a workplace where all team members can grow and thrive and offer robust training, development, and mentoring opportunities to make that vision a reality. Our leaders are deeply committed to DEI and highly accessible to our employees, consistently soliciting feedback on how we can continue to support our employees to reach their highest potential.

BNP Paribas. The Bank for a Changing World - 

BNP Paribas is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.

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