Stellenangebot
Head of Operational Support
Der Head of Operational Support ist für die Überwachung des täglichen Betriebs der Operational Support-Mannschaft verantwortlich, um effiziente Aufgabenerfüllung und reibungslose operative Ausführung sicherzustellen. Der Stelleninhaber fungiert als Hauptansprechperson für operative Supportprobleme und ist für die Kommunikation mit internen Stakeholdern und dem Anbieter Lombard Odier zuständig.
Stellenbeschreibung
Aufgaben
- Establish and monitor the appropriate organization allowing efficient management of all operational support activities by the team
- 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 escalated issues
- Communicate effectively to gather appropriate and accurate information regarding issues being managed and/or escalated
- Ensure service quality meets established and expected level/standards and implement and monitor KPls accordingly
- Act as the first 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 internal stakeholders as well as with the provider Lombard Odier
- Ensure proper case traceability by keeping all ticketing 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 employee development and coaching
Anforderungen
Ihr Profil
- 8-10 years' experience in banking operations with a focus on supporting functions - Focus on OPS & IT issues management
- 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 Competencies
- 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 transactions 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 Competencies
- 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 adoption 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
Sprachkenntnisse
- Proficient in French and English (both oral and written)
IT-Fähigkeiten
- Proficient in Office Suite 365 with a focus on Excel application formatting and formula
- IG suite knowledge is a plus
- Ticketing tool mandatory - JIRA is a plus
Wir bieten
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