Head of Operational Support

Job description

The Head of Operational Support is responsible for overseeing the day-to-day activities of the Operational Support team to ensure efficient task management and smooth operational execution. This role is responsible for maintaining high service levels, prioritizing tasks, managing exceptions, and ensuring seamless support for internal stakeholders.

Tasks

The tasks 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
• Timely decision-making to identify and implement the most efficient solutions for escalated issues
• Effective communication to gather appropriate and accurate information about managed or escalated issues
• Ensuring that service quality meets established and expected standards, and implementing and monitoring KPIs accordingly
• Serving as a point of escalation and ensuring that timely and regular feedback is provided
• Serving as the key representative in internal and external meetings related to operational support to ensure an optimal relationship with internal stakeholders and our provider, Lombard Odier
• Ensuring proper case tracking by updating all ticketing 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

Requirements

The profile includes:

• 8–10 years of experience in banking operations, with a focus on support functions, particularly operations and IT incident management
• 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

The professional competencies include:

• Extensive expertise in banking operations and/or help desk and/or front office support
• Extensive expertise in IT incident 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

Personal competencies 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
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