Role Overview
This position sits at the crossroads of Front Office, Operations, and IT, with a clear mandate: restore efficiency, structure day-to-day support activities, and absorb operational complexity so that the Front Office can focus on client relationships.
The Head of Front Office Support is responsible for managing and coordinating all first-line operational and IT support activities impacting the Front Office. This is a hands-on leadership role combining operational execution, incident management, team leadership, and close collaboration with internal stakeholders and an external banking platform provider. One of the main tasks of the job is to implement Jira within the bank, and we are looking for someone who has already done that.
Key Responsibilities
* Act as the single operational entry point for Front Office support issues.
* Ensure service continuity and efficient operational execution.
* Own and improve the ticketing framework (Jira).
* Transform incidents into actionable KPIs and reporting.
* Act as primary escalation point for complex issues.
* Manage the relationship with the external banking platform provider.
* Lead and develop a hybrid team of IT and Operations profiles.
Experience & Skills
* 8–10 years of experience in banking operations / operational support.
* Strong exposure to Front Office support.
* Proven experience implementing or restructuring a ticketing system (Jira).
* Fluent in French and English.
What the Role Offers
* High visibility and strong impact on daily operations.
* Attractive compensation package and benefits.
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