About Our Client
A private bank.
Job Description
* Lead, structure and oversee all operational support activities on a day‑to‑day basis
* Manage and merge two operational support teams, fostering collaboration, synergies and engagement
* Act as the main escalation point for operational and IT‑related issues
* Monitor incidents and tickets, define priorities, allocate resources and ensure timely resolution
* Ensure high service levels and define, monitor and improve KPIs and service standards
* Drive and coordinate operational and IT‑related projects (including ticketing and workflow optimisation)
* Play a key role in JIRA‑based projects and continuous process improvement initiatives
* Ensure proper case traceability and reporting via ticketing tools and internal systems
* Remain hands‑on and operational while leading transformation
* Collaborate closely with senior stakeholders in Operations and IT
* Represent Operational Support in internal and external meetings
The Successful Applicant
* 8‑10+ years of experience in banking, with a strong initial IT background, followed by roles in operations or operational support
* Proven experience in operational support, IT/OPS issue management, helpdesk or Front Office support
* Demonstrated people management experience, ideally managing multiple teams or a team merger
* Strong understanding of private banking operational environments
* Strong expertise in IT & operational issues management
* Solid knowledge of banking transactions processes and tools
* Experience with ticketing tools (mandatory); JIRA is a strong plus
* Exposure to G2 systems is a plus
* Ability to manage both run activities and project delivery
* Strong leadership, coaching and team‑building abilities
* Structured, organised and able to set priorities in a demanding environment
* Client‑ and service‑oriented mindset with strong problem‑solving skills
* Hands‑on, pragmatic and solution‑driven
* Excellent communication skills and stakeholder management
* Adaptable, resilient and comfortable in change and transformation contexts
* Fluent in French and English (spoken and written)
* Apprenticeship or higher education in Banking, Finance, IT or related field
Quote job ref: JN-042026-7001397
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