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
• Ensuring that service quality meets the established standards and implementing and monitoring KPIs accordingly
• Serving as the first point of escalation and ensuring that timely and regular feedback is provided
• Representing the company at internal and external meetings related to operational support to ensure optimal relationships with internal stakeholders and the provider Lombard Odier
• Ensuring proper case tracking by regularly updating all tracking tools
• Escalating and reporting issues to the Head of OPS and the Head of IT OPS, as appropriate
• Leading a team of several people to ensure employee development and coaching

The profile

The ideal candidate for this role should have:

• Proven experience in leading and managing diverse teams, particularly in operational support roles
• In-depth knowledge of the private banking environment is a must

Professional Competencies

The required professional skills include:

• Extensive expertise in banking operations and/or help desk and/or front-office support
• Extensive expertise in issue management and reporting
• Strong knowledge 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

The required 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

The IT skills required to