Job offer
Head of Operational Support
The Head of Operational Support is responsible for overseeing the day-to-day operations of the Operational Support team to ensure efficient task fulfillment and smooth operational execution. The incumbent acts as the main point of contact for operational support issues and is responsible for communication with internal stakeholders and the vendor Lombard Odier.
Job description
Tasks
- Establish and monitor the appropriate organization allowing efficient management of all operational support activities by the team
- Monitor daily issues, define priorities, assign tickets and manage activities and resources accordingly
- Make timely decisions to identify and implement the most efficient solutions to escalated issues
- Communicate effectively to gather appropriate and accurate information regarding issues being managed and/or escalated
- Ensure service quality meets established and expected level/standards and implement and monitor KPls accordingly
- Act as the first escalation point and ensure that timely and regular feedback is provided
- Serve as the key representative in both internal and external meetings concerning operational support, ensuring an optimal relationship with internal stakeholders as well as with the provider Lombard Odier
- Ensure proper case traceability by keeping all ticketing tools accurately updated
- Escalate and report issues to the Head of OPS & Head of IT OPS when appropriate
- Lead a team of several people, ensuring employee development and coaching
Requirements
Your profile
- 8-10 years' experience in banking operations with a focus on supporting functions - Focus on OPS & IT issues management
- Successful experience in leading and managing versatile teams, particularly in operational support functions
- In-depth knowledge of private banking working environment is a must
Professional Competencies
- Strong expertise in banking operations and/or help desk and/or support to Front Office
- Strong expertise in issues management & reporting
- Very good knowledge of banking transactions process and tools
- Solid leadership and people management skills with the ability to build synergies in the team
- Ability to work with a mainstream ticketing tool
Personal Competencies
- Solid time management, organization and prioritization abilities
- Strong client and service orientation with good business acumen
- Good analytical & problem-solving skills
- Very good learning and adoption skills
- Excellent verbal and written communication skills
- Proactive and solution-oriented attitude
- Team player, entrepreneurial approach and integrity
- Hands-on, results focused, with the energy and commitment to drive delivery
- Flexible and ability to work in a multi-tasking and demanding environment
Language skills
- Proficient in French and English (both oral and written)
IT skills
- Proficient in Office Suite 365 with a focus on Excel application formatting and formula
- IG suite knowledge is a plus
- Ticketing tool mandatory - JIRA is a plus
We offer
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