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 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 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 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 employees development and coaching

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IT Skills :

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