Head of End Users Support and Services
Group Shared Services - GSS
The Bank’s entire operations are managed by GSS and are headed up by the Chief Operating Officer. It strives to provide both in-house and external clients with a first-rate service to ensure our business operates efficiently and at the best possible cost. The GSS division comprises Operations, Finance, Information Management, Human Resources and Logistics. GSS employees are committed to providing, with professionalism and enthusiasm, an efficient, proactive, high-quality service that meets the needs of clients within the context of the Bank’s overall strategy.
Manages the Global Service Desk and the IT On Site and Remote Site Support teams.
Pragmatic, results oriented, strong people management and communication skills, rigorous, flexible, efficient under stress.
Lead the Global Service Desk, the IT On-Site Support and the IT Remote Site Support teams (14 people)
Continuously develop a service-oriented mindset focusing on business outcomes and satisfaction
Act as a point of escalation and provide prompt feedback and solutions to clients
Develop a strategic plan for these functions and implement measurable improvements
Remain accountable for the support service delivery and quality in all UBP branches in remote sites
Ensure that periodic activity reports and KRIs are prepared and published
Measure customer satisfaction levels in order to identify service improvement opportunities
Manage assigned Opex and Capex budgets effectively
Provide support to around 2’000 users in 15+ sites worldwide
Provide VIP support meeting full satisfaction of demanding users
Provide support to external relationship managers and Bank clients
Meet key stakeholders in the business on a regular basis to build strong relationships and proactively resolve potential production or performance issues
Understand business impact in order to prioritize activities appropriately
Provide clear and accurate communication to the business in case of incident or project deployment
Manage and coach team leaders/members
Lead by example showing a hands-on attitude
Set clear and measurable tasks and objectives
Promote a business satisfaction mindset in the team
Build a working environment facilitating employee satisfaction
Promote knowledge sharing between team members
Candidates must have strong experience, at least 7-years', in implementing a high-level Service Desk function in an international and dynamic environment. Proven ability to build solid relationships with the business, good people management practice including remote management, negotiation skills, communication skills, willingness to travel, and experience working within the ITIL framework.
Education and Language skills:
Fluent in English and in French
Swiss residence: optional
Recruiting agencies are not required for this role.