Head of Operational Support

Job description

Tasks

• Establish and monitor the appropriate organization allowing efficient management of all operational support activities by the team
• Monitor day-to-day issues, define priorities, assign tickets and manage activities and resources accordingly
• Make timely decisions to identify and implement the most efficient solutions to escalated issues
• Communicate effectively to gather appropriate and accurate information regarding issues being managed and/or escalated
• Ensure service quality levels established and expected level/standards and implement and monitor KPIs accordingly
• Act as the initial escalation point and ensure that timely and regular feedback is provided
• Serve as the key representative in both internal and external meetings concerning operational support, ensuring an optimal relationship with our internal stakeholders as well as with our provider Lombard Odier
• Ensure proper case traceability by keeping all tracking tools accurately updated
• Escalate and report issues to the Head of OPS & Head of IT OPS when appropriate
• Lead a team of several people, ensuring employees' development and coaching

Requirements

Professional experience and training

• Focus on 5-10 years (international experience)
• Successful experience in leading and managing versatile teams, particularly in operational support functions
• In-depth knowledge of private banking working environment is a must

Professional skills

• Strong expertise in banking operations and/or help desk and/or support to Front Office
• Strong expertise in issues management & reporting
• Very good knowledge of banking transaction process and tools
• Solid leadership and people management skills with the ability to build synergies in the team
• Ability to work with a mainstream ticketing tool

Personal skills

• Solid time management, organization and prioritization abilities
• Strong client and service orientation with good business acumen
• Good analytical & problem-solving skills
• Very good learning and adaptation skills
• Excellent verbal and written communication skills
• Proactive and solution-oriented attitude
• Team player, entrepreneurial approach and integrity
• Hands-on, results focused, with the energy and commitment to drive delivery
• Flexible and ability to work in a multi-tasking and demanding environment

Language skills

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

IT skills

• Proficient in Office Suite 365 with a focus on Excel application formatting and formula
• G2 suite knowledge is a plus
• Ticketing tool mandatory - JIRA is a plus

We offer