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Service Ownership - Trader Voice and Compliance

Premium Job From BP
Recruiter: BP
Listed on: 6th July
Location: London
Salary Notes: Competitive Salary
Type: Permanent
Start Date: ASAP

Job Profile Summary

About BP and the role...
Digital Customers & Markets works with customers & products (C&P), gas & low carbon energy (G&LCE), trading & shipping (T&S) and regions, cities & solutions (RC&S) to focus on customer experience and deliver cross-business group solutions that generate value for bp in current and new markets.  

We are looking for an exceptional individual with a focus on business and customer solutions and experience for the T&S I&E trader voice and compliance (TV&C) team.

Our objective and purpose is to work closely with the business to support the operational aspects of the trading voice systems for bp.  The team also supports the ethics and compliance analysts with the recording technology for the voice systems, as required by regulatory agencies.

The successful candidate will be responsible to maintain the day-to-day operational activities and provide user support for all telephony recorded medias.  These recorded medias include, but not limited to, dealer boards, mobile phones, and computer-based telephony platforms.  These platforms include, but not limited to, British Telecom (BT), Redbox Voice Recording, IPC SIP Private-Wires, iTernity NAS Storage, AudioCodes SBCs, Vodafone NMR, Cognia Portal, VoxSmart Mobile Application Recording, including WhatsApp and WeChat, Microsoft Teams Voice Recording, and Veritas (HubStor) Archiving Solutions.

The candidate will possess the ability to work both independently and collaboratively within a fast-paced, distributed, trading environment. The role will be responsible for the activity management of trader voice support resources in both London and Singapore while reporting to the Global Trader Voice Services Owner. 

What you will be doing for us...
Deliver and maintain high quality "business as usual" support and operations for client-side technologies, voice recording platforms within bp's existing network infrastructure.
Adhere to T&S Control Standards with particular focus on Business Recording and Communication policies.
Maintain an atmosphere focused on adherence to recording standards, ITIL / Support processes and continuous improvement.

  • Follow ITIL processes for incident, problem, change, configuration, and release management and ensure that Major/Minor incidents are resolved within set SLA's.
  • Ensure suppliers deliver their services per their contract, for managed platforms and systems, by directing the onsite technicians from the local managed service provider for daily tasks and progression or escalation of issues.
  • This role will form strong and credible relationships with business partners, as well as building a close working relationship with other I&E organisations including other I&E teams in T&S and 3rd party vendors. 
  • This role will work directly with end-users, compliance analysts and other team members to deliver silent running operations and support through oversight of staff, effective system monitoring and overall management of operations.
  • Produce and maintain consistent and meaningful technical or functional documentation including any design updates or process changes from system upgrades or business policy updates.
  • Maintain group and T&S retention policies and legal holds on all recordings under trader voice's remit.
  • Provide weekly status reports to the Global Trader Voice Services Owner.
  • Bring passion about the value that IT can bring to the T&S business.

Job Advert

What you will bring to bp...

  • Detailed knowledge of trader voice systems architecture, applications, and operations including client devices, applications, backend infrastructure, networking, recording/monitoring, archiving services and solutions.
  • Effective and clear communicator, ability to lead and work well with the team, high self-motivation, and strong delivery focus.
  • Ensure industry best practices are adhered to by group, team, and suppliers.
  • Superb communication skills - the role includes working directly with end-users to solicit requirements and feedback.
  • Embraces a culture of change and agility.  Adapts to our changing world, with a focus on mindset and culture over process.
  • Confident and enthusiastic to learn new IT systems for accessing critical data and subsequent analysis to facilitate incident and change management.
  • Effective team player who looks beyond own area / organizational boundaries to consider the bigger picture and/or perspective of others and works across cultural boundaries with sensitivity.
  • Demonstrate the experience of designing, implementing, and optimizing support processes in a trading environment.
  • Experience in Contract Management and Service Level Management in the operation of a managed service.
  • Demonstrate a flexible approach to Operations Management and establish a continuous improvement to deliver services to end-users in a more efficient way.
  • Applies judgment and common sense - uses insight and good judgement to enable commercially sound, efficient, and pragmatic decisions and solutions, responding to situations as they arise.

Other things you could also bring to us...

  • Trading & Shipping experience 
  • ITIL v3, or higher,
  • Compliance systems knowledge, e.g. communications monitoring systems
  • Complete tasks quickly and thoroughly, owns issues and is highly dependable.
  • Highly responsible, self-motivated, and able to thrive in an energetic, fast paced, high growth environment. Exhibits ownership of projects and tasks assigned
  • Excellent organizational skills required to adapt to a constantly changing technical environment
  • Strong team player with a customer service orientation with the ability to forge relationships at all levels of the company and across diverse cultures

Education and Academics...

  • A Bachelor's degree, or comparable qualification, preferably in Computer Science, MIS/IT, or another STEM-related subject. 
  • ITIL Qualification desirable but not required

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Flexible working options will be considered.

Entity

Innovation & Engineering

Job Family Group

IT&S Group

Relocation available

No

Travel required

No

Country

United Kingdom

About BP

INNOVATION & ENGINEERING

Join us in creating, growing, and delivering innovation at pace, enabling us to thrive while transitioning to a net zero ?world. All without compromising our operational risk management.

Working with us, you can do this by:

   •   Deploying our integrated capability and standards in service of our net zero and ?safety ambitions
   •   Driving our digital transformation and pioneering new business models
   •   Collaborating to deliver competitive customer-focused energy solutions
   •   Originating, scaling and commercialising innovative ideas, and creating ground-breaking new ?businesses from them
   •   Protecting us by assuring management of our greatest physical and digital risks

Because together we are:

   •   Originators, builders, guardians and disruptors
   •   Engineers, technologists, scientists and entrepreneurs?
   •   Empathetic, curious, creative and inclusive

Experience Level

Executive

Contact Name: BP
Reference: TJ/8150/127318BR
Job ID: 2952100



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