Job Description

Zweigstelle


Geneva


Eintrittsdatum


01.06.2025


Arbeitszeiten


100%


Art des Arbeitsvertrags


Permanent


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Description



The Bank's entire operations are managed by COO Division 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 COO division comprises Operations, Finance, Information Management, Human Resources and Logistics. COO 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.



Mission



The E-banking Support is a cross-bank support team for internal and external clients on E-banking topics. The main mission is to be the first point of contact of Relationship Managers and final clients to solve any request related to e-banking platform.



Main responsibilities


To achieve this, he/she will liaise with internal departments (IT support, e-banking development team, business management, etc...) to answer the request or find the most efficient solution to the problem.


Main duties

Support the clients of the e-banking platform. First level support and coordination of all clients' queries. Connection assistance / connectivity problems resolution. Errors, malfunction, IT diagnostic. Functional queries. Queries related to clients' banking operations. Act as a point of escalation for all cases at risk. Perform regular review of procedures and directives and their application to E-banking activity. Set up, supervise and analyze the KPIs and KRIs. Run regular quality reviews with the sponsors of the e-banking program. Ensure continuous review and streamlining of processes and tasks. Participate in the defining of the e-banking strategy and ensuring it is aligned with the Business Plan of the Bank. Client relationship: + Ensure a seamless level of quality towards our client in accordance with the SLA in terms of:
+ Functional expertise
+ Oral and written communication
Accountability Timeframe


Core competencies

Effective communication : Quality verbal and written communication skills in order to answer client's and RM's request properly Organizational skills and professional business culture : Organize the work to deliver an excellent level of services. Think in 'Problem-Action-Results' terms / Walk the extra mile / Be proactive / Show strong client service ethic / Build lasting client relationships





Personal skills


Able to work under a fast paced environment and being dedicated Knowledge of income and gains taxation for European countries Coordinate and drive various departments to reach a common target Ability to efficiently manage priorities Be able to work independently but also as a team Express opinions and criticism in a constructive way Go beyond specific assignments, walk the extra mile Maintain quality standards despite schedule pressures Strong Microsoft office knowledge Strong communication skills French and English are required, German/Italian/Spanish is a plus Open mind and team orientation: Be open to other's ideas. Always balance personal and team interests keeping in mind that the Bank's interest are the priority. Express and accept constructive criticism. Be 'solution oriented' and have a strong sense of customer services. Be proactive and driven. Develop and maintain a relationship network within the various Bank departments. Comply consistently with internal and external regulations.



Education
+ Education: Bachelor Degree
+ IT Tools: Microsft office

Experience
+ Years of experience: 3-7 : intermediate
+ Experience required:
+ Experience in client facing position
+ Knowledge of bank back office/operations (cash transfer, securities, funds)
+ Open to change and to challenge the existing status quo
+ Seek opportunities for improvement
+ Excellent communication skills, open & transparent communication
+ Excellent management of priorities
+ Risk awareness
+ Experience in private banking: Mandatory

Language
+ English: Fluent
+ French: Fluent
+ Spanish: Advanced

OTHER
+ Swiss resident: Mandatory