Head of Operational Support

Tasks

The main 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
• Make 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
• Ensure that service quality meets established and expected standards, and implement and monitor KPIs accordingly
• Acting as a point of escalation and ensuring that timely and regular feedback is provided
• Act as a key representative in internal and external meetings regarding operational support to ensure optimal relationships with internal stakeholders and the provider
• Ensuring proper case tracking by regularly 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 inspire and coach their professional development

Requirements

The ideal profile includes:

• 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 thorough understanding of the private banking sector is required

Professional Competencies

Required skills:

• Extensive expertise in banking operations and/or help desk and/or front-office support
• Extensive expertise in issue management and reporting
• A solid understanding of the process and tools used for banking transactions
• Strong leadership and human resources management skills, with the ability to foster teamwork
• Ability to work with a standard ticketing tool

Personal Competencies

Required personal skills:

• 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

Required