Operations Business Support Specialist

  • Experience level : Intermediate
  • Activity : Group
  • Office : Geneva

Job description/ key responsibilities:

Customer Focus

  • Principal point of contact for assigned customers with regard to requests or issues for the Front office and OPS. Obtains and evaluates all relevant information from customer to assure prompt follow-up
  • Drives customer satisfaction through maximized first-contact resolution
  • Where first-contact resolution is not possible, acts as liaison manager and directs requests and unresolved issues to the designated next stage instance and assures follow-up along the entire lifecycle of the request or issue

Escalation management

  • Escalates complex and/or long-standing customer requests or issues within the responsibilities of the service desk to line manager
  • Addresses customer complaints and issues appropriately and escalates to line manager, if and where necessary

Reporting

  • Keeps records of interactions with customers and other stakeholders
  • Prepares and distributes customers activity reports, and conducts periodic business review (over the phone or onsite)

Evolution

  • Develops and maintains a solid understanding of customer demand and their challenges to assure workflows meet customer timeframes as outlined in the service level agreements
  • Is able to provide feedback on the efficiency of the customer service process and makes appropriate propositions
  • Participate in ad-hoc projects work, as assigned by the line manager
Your profile

Professional experience

  • 5-10 years’ experience in banking operations or as a front-office assistant, culminating in a broad-based understanding of front-to-back processes with a good knowledge of transactional and operational processes

Professional competencies:

  • Equipped with working knowledge in the following areas: Settlements, Corporate Actions & Income, Payments & Cash Management, Static Data & Pricing, Customer Reporting & Taxes, Hedge Funds & Private Equity, Reconciliation
  • Ideally already equipped with customer service experience from previous roles with strong sense of service and business support

Personal competencies:

  • Good analytical skills & problem solver
  • Very good learning and adaptation skills with the ability to prioritize
  • Communication skills (written & spoken)
  • Attention to detail / accuracy
  • Proactive and solution oriented attitude
  • Flexible and ability to work in a multi-tasking and demanding environment

Language requirements:

  • Proficient in French and English

IT Skills:

  • Working knowledge of Microsoft Office
  • Knowledge of G2 would be an strong asset

Education:

  • Apprenticeship in Banking (or higher degree)
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