Head of Operational Support

The Head of Operational Support is responsible for overseeing the day-to-day activities of the Operational Support team, ensuring efficient task organization and smooth operational execution.This role is accountable for maintaining high service levels, setting priorities, managing exceptions, and ensuring seamless support to internal stakeholders.As the primary escalation point for operational support issues raised by his team or internal clients, the Head of Operational Support also serves 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.The role involves close collaboration with the Head of Operations and the Head of IT Operations to report specific issues and provide regular statistics and reporting on team activity and performance.As a people manager, the Head of Operational Support is committed to fostering employee development, supporting skill enhancement, and promoting a culture of continuous improvement. Key responsibilities Establish and monitor the appropriate organization allowing efficient management of all operational support activities by the teamMonitor daily issues, define priorities, assign tickets and manage activities and resources accordinglyMake timely decisions to identify and implement the most efficient solutions to escalated issuesCommunicate effectively to gather appropriate and accurate information regarding issues being managed and/or escalatedEnsure service quality meets established and expected level/standards and implement and monitor KPIs accordinglyAct as the initial escalation point and ensure that timely and regular feedback is providedServe 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 OdierEnsure proper case traceability by keeping all ticketing tools accurately updatedEscalate and report issues to the Head of OPS & Head of IT OPS when appropriateLead a team of several people, ensuring employees development and coaching Your profile Professional experience8-10 years' experience in banking operations with a focus on supporting functions - Focus on OPS & IT issues managementSuccessful experience in leading and managing versatile teams, particularly in operational support functionsIn depth knowledge of private banking working environment is a mustProfessional competenciesStrong expertise in banking operations and/or help desk and/or support to Front OfficeStrong expertise in issues management & reportingVery good knowledge of banking transactions process and toolsSolid leadership and people management skills with the ability to build synergies in the teamAbility to work with a mainstream ticketing tooPersonal competencies:Solid time management, organization and prioritization abilitiesStrong client and service orientation with good business acumenGood analytical & problem-solving skillsVery good learning and adaptation skillsExcellent verbal and written communication skillsProactive and solution-oriented attitudeTeam player, entrepreneurial approach and integrityHands-on, results focused, with the energy and commitment to drive deliveryFlexible and ability to work in a multi-tasking and demanding environmentLanguage requirements:Proficient in French and English (both oral and written)IT Skills:Proficient in Office Suite 365 with a focus on Excel application formatting and formulaG2 suite knowledge is a plusTicketing tool mandatory - Jira is a plusEducation:Apprenticeship or higher degree in Finance-Banking