Head of Operational Support

Tasks

The responsibilities of the Head of Operational Support include:

• Establish and oversee the appropriate organizational structure to enable the team to efficiently manage all operational support activities
• Monitoring daily issues, setting priorities, assigning tickets, and managing activities and resources accordingly
• Make timely decisions to identify and implement the most efficient solutions for escalated issues
• Effective communication to gather relevant and accurate information about managed or escalated issues
• Ensure that established service quality standards are met and that the relevant KPIs are implemented and monitored
• Serve as the first point of escalation and ensure that timely and regular feedback is provided
• Serve as the key representative in internal and external meetings regarding operational support and ensure strong relationships with internal stakeholders and the service provider Lombard Odier
• Ensure that all tracking tools are kept up to date
• Escalate and report issues to the Head of Operations and the Head of IT Operations as appropriate
• Lead a team of several people and ensure that employees receive training and coaching

Requirements

The ideal candidate's profile includes:

• Proven experience in leading and managing diverse teams, particularly in operational support roles
• A thorough understanding of the private banking sector is required

Professional Competencies

Professional skills include:

• Extensive expertise in banking operations and/or help desk and/or front office support
• Extensive expertise in issue management and reporting
• A solid understanding of banking transaction processes and tools
• Strong leadership and human resources management skills, with the ability to foster teamwork
• Ability to work with a standard ticketing tool

Personal Competencies

Personal skills include:

• Strong time management, organizational, and prioritization skills
• Strong customer and service orientation combined with good business acumen
• Good analytical and problem-solving skills
• Excellent learning and adaptability skills
• Excellent oral and written communication skills
• A proactive and solution-oriented attitude
• Team player, entrepreneurial mindset, and integrity
• Practical, results-oriented, with the energy and dedication to drive delivery
• Flexible and able to work in a diverse and demanding environment

Language requirements

The language requirements include:

• Proficiency in French and English (both spoken and written)

IT skills

IT skills include:

• Proficiency in Office 365, with a focus on Excel formatting and formulas