Head of Operational Support H/F

Head of Operational Support (Operations & IT) – Private Banking Environment (Geneva)

Context

Our client is a Swiss private banking institution operating in a high-touch, client-centric environment.

Following a strategic merger of several operational and support teams, the bank is strengthening its operational backbone by creating a Head of Operational Support role.

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.

Role Overview

The Head of Operational 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.

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).

• Hands-on profile (70% production / 30% management).

• Fluent in French and English.

What the Role Offers

• Key leadership role in a boutique private banking environment.

• High visibility and strong impact on daily operations.

• Attractive compensation package and benefits.

• One day of remote work per week.