Global Voice Manager

7 months ago

Cape Town, South Africa Collinson Full time

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 global colleagues.

**Purpose of the role**

The role of the Global Voice Manager is to lead team of network and voice technical professionals across the globe, delivering a global internal network with accountability for all WAN, LAN, with infrastructure to our internal clients and end users, and providing voice technology platforms to our internal and external clients. Delivering on our strategy of network simplification removal of MPLS technologies, the role will drive the completion of this programme and ensure compliant operation and implement and ensuring operational excellence

**Main Accountabilities**- Delivery of global operations network services and voice platforms, servicing all Collinson offices and customer contact centre voice platforms
- Lead transformation of our global network and voice platforms
- Ownership of SLA management, operational reporting and service reviews to senior internal and external stakeholders
- Accountability for the security and resiliency of our global network
- Work with key internal customers to create and deliver internal product roadmaps utilising and driving the most out of existing technologies, highlighting and providing future
- Provide operational monitoring, KPI and incident management of our internal and customers Infrastructure
- Lead guidance and direction in implementing next generation monitoring and alerting tools to deliver improved operational efficiencies, response times and automation
- Implement resiliency measures to improve our global network
- Provide management of third party support providers

**Knowledge, skills and experience required**
- Extensive experience of network design, strategy and delivery
- 15+ years working managing network and voice operations
- Experience of managing large global teams and third party managed service providers
- Experience with client engagements, contractual, commercial and process and service design work, including good understanding of client and project financial management.
- Strong transformational experience, with a bias to service improvement, digital acceleration, process re-design and optimisation and cost savings.
- Network architecture
- Build/design operational experience of meraki, aruba, cisco networking, juniper, fortigate as a minimum
- Ability to show initiative and to work independently
- Ability to thrive in a fast moving and changing environment
- AWS Connect, Avaya, Freshdesk, MS Teams telephony
- Proactive management style.
- Experience in network and organisation design
- Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. _
- We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to o

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