Head of Operational Support

• Crisis Management
• Outsourcing
• Business Continuity
• Cyber Security
• Day-to-day oversight and management of IT support team

• Ensuring independence of team members and self in respect of areas of responsibility to appropriately fulfil role and functional requirements, supporting the development of specialist skills and knowledge to enhance and enrich roles.
• Directing and leading a team of people, who may also be line managers, in their day-to-day work and achievement of their objectives.
• Ensuring that the team have necessary skills and capabilities for the role and have agreed personal development plans, with clear goals and aspirations, making sure that they have access and opportunity to undertake relevant training. This will be achieved via direct and indirect management and monitoring.
• Manage performance and conduct of team members including setting the cultural agenda to define how employees work together, fostering an environment and culture of collaboration and communication.
• Act as a role model for leadership, demonstrating and engendering a strong sense of integrity and adherence to the firm’s policies, principles, procedures, and values within the team, building a strong team spirit and supporting innovation and continuous improvement.
• Providing expertise from a technical/functional perspective whilst allowing direct reports the space, support, and encouragement to deliver, being open to new and better solutions driven through collective sharing of knowledge and expertise.
• Oversight by ensuring mandatory training and annual attestation of the entire function is adhered to.

• Establish a culture that delivers fair outcomes and a first-class experience to clients and an engaging and motivational environment where employees can deliver their best.

• Ensure a sound operational resilience framework, mapping of critical business services and reporting to COO / Operations Committee that is understood by its employees and meets expected internal and regulatory standards.
• To effectively support the business in its duty to comply with the relevant laws and regulations, and internal procedures.
• Responsible as Outsourcing Manager for the development of sound outsourcing policies and procedures, compliance with relevant regulatory requirements, regular review of outsourced arrangements, coordination of Outsourcing Service Owners and liaison with the local outsourcing governance framework
• Support ad hoc regulatory and change management projects relevant to the role as delegated by the COO.
• Ensure a safe and comfortable work environment that meets the needs of its staff and visitors, compliant with Group requirements and local health and safety regulations.
• Monitors the IT support staff.
• Responsible for matters relating to premises such as rent, rates, service charge, insurance, utilities, cleaning, contracts, general maintenance, etc.
• Responsible for the smooth running of external and internal collection and delivery of messenger services including post, sorting and despatch of mail, dealing with couriers, handling registered post, shredding and physical data destruction.
• Responsible for production and business continuity site physical security, health and safety, first aid, maintenance of common staff areas and equipment and machinery, stationery, furniture, meeting rooms, etc.
• Oversee IT as responsible for Communications Systems Maintenance, including telephony, voice recording, video conferencing.
• Premises and communications project work. Responsible for office planning and implementing office moves for current and new employees.
• Designated Physical Security Officer

• The role holder is required to cultivate mutual respect, understanding and sustainable relationships with their stakeholders and the communities in which they will interact with on a daily basis.
• We expect you to be passionate about the business and industry in all its facets and strive for continual improvement for the department and broader business. Furthermore, you will contribute to help shape a culture of openness, enthusiasm and curiosity that inspires entrepreneurship within the team and broader business.
• We expect all employees to take a client-centric approach in everything they do and provide best in class services to ensure a consistent level of excellence.

• Being a role model for leadership behaviours.
• Ensuring everything we do puts the client at the centre.
• Gaining the confidence and trust of colleagues and clients through honesty, integrity, and authenticity.
• Ensuring our corporate values are inherent in everything you do.
• Communicate in a clear and consistent manner taking account of the relevant stakeholders.
• Building and managing teams using diverse skills and perspectives to achieve common goals.
• Navigating through a multitude of stakeholder goals to achieve results.
• Developing people to meet both individual and the organisation’s goals.

• At least 10 years relevant industry experience
• Professionally qualified. Relevant qualifications include: Prince2, NEBOSH, qualifications in cyber security

• Rank: D
• Reporting line: COO

• Member of the Operations Committee

Julius Baer