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 service quality meets established and expected standards, and implement and monitor KPIs accordingly
• Serve as the first point of escalation and ensure that timely and regular feedback is provided
• Represent the company in internal and external meetings regarding operational support and ensure that we maintain an optimal relationship with internal stakeholders as well as with our provider, Lombard Odier
• Make sure that all ticketing tools are kept up to date to ensure proper case tracking
• Escalate and report issues to the Head of OPS and the Head of IT OPS, as appropriate
• Lead a team of several people and ensure that employees receive training and coaching

Your profile

• 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
• Extensive knowledge of the private banking environment 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
• Strong knowledge of banking transaction processes and tools
• Strong leadership and people management skills, with the ability to foster synergy within the team
• 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 verbal 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 Office 365, with a focus on Excel formatting and formulas
• Knowledge of O2 Suite