HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System  https://hsbc.eightfold.ai/careerhub/explore/jobs/563774601504931

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.    

We are currently seeking an experienced professional to join our team in the role of Global Telephony and Fax Manager.
 

For any UK based employees wanting to apply for this role, please do not apply via this page, Instead use this link which will take you to our new platform hsbc.eightfold.ai/careerhub/explore/jobs. Any non-UK residents please continue with your application via this page.

The HSBC Unified Communications (RTC) Team delivers real-time collaboration tools for staff and customers, covering conferencing, telephony, AV systems, digital signage, video on demand, and IPTV. Key platforms include Zoom and Cisco Telephony, with a shift toward cloud and SaaS-based solutions. The UC team sits within the RTC, Colleague and Collaboration Technology group under the Chief Technology Office.
 
Role Purpose:
We’re seeking a seasoned Senior Manager to lead the Global Enterprise & E-Fax team. This role demands strong expertise in Cisco UC, cloud telephony, and automation. As a product owner, you’ll shape communication strategy and drive next-gen solution adoption.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Define and execute the global strategy for enterprise telephony and e-fax services. Act as Product Owner for automation initiatives, prioritizing backlogs and delivering solutions such as self-service tools and automated provisioning.
• Oversee the stability, performance, and security of telephony and e-fax systems globally. Lead major incident response, root cause analysis, and continuous improvement to ensure high availability and SLA adherence.
• Drive the evaluation, migration, and integration of cloud-based telephony platforms. Develop hybrid strategies that balance on-premise infrastructure with scalable cloud solutions.
• Provide architectural guidance and hands-on expertise with Cisco UC technologies (CUCM, Unity, UCCX/UCCE, Expressway, gateways), ensuring best practices in implementation and lifecycle management.
• Manage relationships and contracts with key technology vendors and service providers. Ensure performance, compliance, and cost-effectiveness through regular reviews and negotiation.
• Lead and develop a global team of engineers. Collaborate with business, infrastructure, and security teams while ensuring regulatory compliance (e.g., GDPR, financial regulations) and communicating effectively with senior stakeholders.
 
 
 

 

To be successful in this role you should meet the following requirements :-

•    Proven experience managing large-scale telephony and fax services, including traditional (T1, hard phones) and modern platforms (e-Fax, softphones, cloud telephony), with deep hands-on knowledge of Cisco UC technologies and global deployments.
•    Strong skills in incident management, problem resolution, and stakeholder communication. Ability to lead operational improvements while engaging cross-functional teams and senior stakeholders effectively
•    Demonstrated ability to act as Product Owner for voice and fax services, driving medium- and long-term strategy, future roadmaps, and automation initiatives to enhance service efficiency and user experience.
•    Experience managing third-party vendors and service providers (e.g., Cisco partners, telcos), including contract negotiation, performance monitoring, and alignment with business and compliance goals.
•    Strong track record of leading and developing global engineering teams, including performance management, mentoring, and fostering a culture of accountability and continuous improvement.

The role is based in Sheffield, Hybrid.
 

If you are an HSBC Contractor and wish to apply to this role, click here.

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted  by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser - https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin
 
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.
 
We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.
 
If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
 
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500.