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.

Your tasks

• Establish and oversee the appropriate organizational structure to ensure the team’s efficient management of all operational support activities
• 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 escalating problems
• 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 a 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 and ensure a strong relationship with internal stakeholders and our provider, Lombard Odier
• Ensure that all ticketing tools are kept up to date to ensure proper case tracking
• Escalate and report issues to the Head of Operations and the Head of IT Operations 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 support for front-office issue management and reporting
• Extensive expertise in 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

• Strong time management, organizational, and prioritization skills
• Strong customer and service focus, combined with a solid understanding of business
• 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