Head of Operational Support

Tasks

• Establish and monitor the appropriate organizational structure to enable the team to efficiently manage all operational support activities
• Monitor daily issues, set priorities, assign tickets, and manage activities and resources accordingly
• Make timely decisions to identify and implement the most efficient solutions for escalated issues
• Communicate effectively to gather relevant and accurate information about the issues being managed or escalated
• Ensure that established service quality standards are met, and implement and monitor KPIs accordingly
• 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 to ensure an optimal relationship with internal stakeholders as well as with our provider, Lombard Odier
• Make sure that cases are properly tracked by keeping all tracking tools up to date
• Escalate and report issues to the Head of OPS and the Head of IT OPS, as appropriate
• Lead a team of several people to ensure employee development and coaching

The profile

• Focus on the Top 10% of Recruiters
• Proven experience in leading and managing diverse teams, particularly in operational support roles
• In-depth knowledge of the private banking sector is required

Professional Competencies

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

• 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

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

IT skills

• Proficient in Microsoft 365, with a focus on Excel applications, formatting, and formulas
• G2 Suite knowledge is a plus
• The ticketing tool is mandatory - JIRA