Position : Head of End Users Support and Services
Office : Geneva
Start date :
Working hours : 100%
Field : GSS - IT
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.
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e-Recruitment Portal – Guidelines for handling personal data supplied by applicants
This online recruitment system (hereinafter, ‘e-Recruitment Portal’ or ‘Portal’) is used by the Geneva headquarters of Union Bancaire Privée, UBP SA (hereinafter, ‘UBP’) in accordance with Swiss law, in particular with regard to data protection, and with the principles below. The e-Recruitment Portal allows any person (hereinafter, ‘Applicant’), excluding recruitment consultants and headhunters, to submit either an application for a vacancy listed on the Portal or an unsolicited application.
UBP guarantees the confidential handling of any personal data received via the e-Recruitment Portal, such as names, addresses and other information relating to the Applicant’s identity and professional history (hereinafter, ‘Personal Data’). The Personal Data are securely saved and stored in-house and can be accessed only by those people dealing with the application.
In sending their Personal Data via the e-Recruitment Portal, the Applicant accepts the inherent risks of transmitting data over the Internet, which cannot guarantee the data’s absolute protection and security. In sending their Personal Data to us, the Applicant consents to the use of this data by UBP and/or any affiliate of UBP Group (hereinafter, ‘UBP Group’) as part of the recruitment process, in particular by the human resources departments involved in assessing and following up the application. Should the vacant position be located outside Switzerland or should the Applicant’s profile be of interest to one of UBP Group’s entities abroad, the Applicant agrees in advance that their Personal Data may be transmitted to the entity in question. Moreover, they accept that the law applicable to that entity may not offer legal safeguards equivalent to those of Swiss law, as regards data protection and employees’ rights.
UBP also pledges not to divulge, make accessible and/or sell Personal Data to third parties outside UBP Group without the Applicant’s consent, unless the communication of this information is ordered by a state body, a legal or supervisory authority, and/or required by law. Furthermore, if the Applicant supplies the name of a third party to UBP as a reference contact, it is the Applicant’s responsibility to inform the person in question beforehand. The Applicant also agrees to the reference being contacted by representatives of UBP.
If the Applicant applies through a recruitment agency or headhunter, as well as via the e-Recruitment Portal, only the application that UBP receives first will be considered. Lastly, the Applicant is reminded that, under Swiss law, they have the right to access data concerning them, as well as the right to correct any inaccurate information that they may have submitted. To do so, the Applicant should contact UBP via the e-Recruitment Portal, clearly stating the subject of the request. The Applicant’s file will be kept as long as it is being processed by the departments concerned within UBP Group. The original documents will then be returned to the Applicant and the copies destroyed, unless the Applicant consents to their being kept on file.
By entering Personal Data into UBP’s e-Recruitment Portal,
- I agree that my data be handled in accordance with the above rules and principles, which I have read and understood.
- I agree to UBP keeping my application on file, should UBP believe that my profile might be relevant to another position in the future.