Team Head - Banking Operations Service Desk DE

A bit about the role

Banking Operations is a strategic Avaloq service line providing back-office services to banks in a BPaaS model. We are organized as a global business area, running state-of-the art back-office services with industry leading automation, quality and risk standards. Our highly skilled and experienced staff manages a full range of services, which, among others, covers securities, payments, corporate actions and tax.

We’re experts in creating true added value for our clients, which is why we always seek out creative and client-oriented individuals with drive and passion for our team. We’re currently seeking an experienced manager to lead the Service Desk team in Germany, consisting of eight people. In this role, you will report directly to the Head of Banking Operations Germany within the Banking Operations business area.

The team acts as an interface between customers and the operational back office teams at Avaloq. Flexibility and commitment are essential, because customer satisfaction is our top priority.

Your key tasks

• Manage and Develop your team through inspiring leadership, foster a culture of openness and excellence for cross-functional and inter regional collaboration, and build a strong talent pipeline
• Work with internal stakeholders to further enhance and streamline the service and improve customer satisfaction ratings, supporting and implementing change in daily processes
• Ensure efficient and high-quality delivery of all services, in line with the agreed service level agreements
• Maintain positive relationships with the network and clients, which will contribute to improving the overall quality of the service
• Assume the role of senior point of contact for escalations involving the team
• Be a role model and an agent for change to drive the implementation of strategic efficiency, growth initiatives, transformation and business development while achieving financial targets
• Support the daily business of the team, including
  • Prepare regular reporting and management information
  • Processing of customer enquiries regarding operational processes and services

A bit about you

• Minimum of three years of managerial experience in global organizations and proven ability to deliver in a fast-paced multicultural and global environment
• At least 3 years of practical experience in banking operations
• Positive, proactive, can-do attitude with a high level of integrity and reliability
• Process-oriented, strong communication skills, and good ability to think strategically, analyze issues and understand complex situations
• Fluent in German and English

It would be a real bonus if you have

• Avaloq knowledge
• Strong track record in different areas of Banking Operations
• Business strategy development know-how
• Knowledge of Italian and French

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. 

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. 

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. 

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.  

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