Head of Operational Support

Tasks

The main responsibilities of the Head of Operational Support include:

• Establishing and overseeing 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
• Making 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 established and expected standards, and implementing and monitoring KPIs accordingly
• Serve as an escalation point and ensure that timely and regular feedback is provided
• Representation at internal and external meetings related to operational support to ensure optimal relationships with internal stakeholders and the service provider Lombard Odier
• Ensuring proper case tracking by regularly updating all ticketing tools
• Escalate and report 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

Requirements

The following requirements apply to this position:

• 8–10 years of experience in banking operations, with a focus on support functions—specifically operations and IT issue management
• Proven experience in leading and managing diverse teams, particularly in operational support roles
• A deep understanding of the private banking environment is required

Professional Competencies

The following professional skills are required for this position:

• Extensive expertise in banking operations and/or help desk and/or support for front-office 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 following personal qualities are required for this position:

• 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 the project forward
• Flexible and able to work in a diverse and demanding environment

Language Requirements

The following language skills are required for this position:

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