Operational controls are stretched by a steady stream of incidents and ad hoc requests, leaving managers short of timely insight. As an Operations Officer with technical experience and advanced MS Office skills you will be the person who restores predictability, tightens reporting and closes recurring gaps.
The Mission
Join a transversal business functions team inside a major financial institution, responsible for day-to-day operational support and control across multiple internal stakeholders and external partners. The unit combines standard office tooling with bespoke back-office systems to handle incident flows and produce the operational reporting that drives management decisions. Accuracy and timely escalation matter because operational friction directly impacts customer satisfaction and continuity of services. This role sits at the intersection of process control, reporting and client-facing support.
You will own day-to-day operational controls for defined processes, lead issue management from detection to resolution and produce the management reporting that leaders use to monitor performance. You will act as a single point of contact for internal and external queries, ensuring responses are accurate, timely and documented. You will also provide ad hoc project support to implement process improvements that reduce manual work and incident recurrence. The result of your work will be fewer escalations, clearer metrics and improved service quality.
Your Responsibilities
- Ensure operational integrity and continuity for assigned processes, reducing incident recurrence and SLA breaches.
- Lead issue management and escalation, delivering timely resolutions and transparent communications to stakeholders.
- Produce and maintain management reports and KPIs that enable data-driven operational control and decisions.
- Provide ad hoc project support to implement process improvements, automating manual steps where possible and measuring gains.
- Serve as primary contact for operational queries from internal teams and external clients, preserving service quality and customer satisfaction.
- Maintain accurate process documentation and support audits to keep controls and procedures up to date.
Your Profile
Essential Skills
- At least 2 years' relevant experience in operations or business support roles, ideally within a regulated environment.
- Demonstrable technical experience supporting operational processes, incident handling and basic systems troubleshooting.
- Advanced MS Office skills, especially Excel for data analysis, pivot tables and reporting.
- Solid business experience in process control, stakeholder management and customer-oriented communication.
- Clear and diplomatic communicator, able to work independently under pressure and to prioritise competing demands.
- High attention to detail, quality-minded and a pragmatic problem solver.
Preferred Skills
- Familiarity with various IT tools, ticketing systems and reporting platforms.
- Experience contributing to small process improvement projects and basic data automation (macros or Power Query).
Languages
- Dutch — C2 (native)
- French — C2 (native)
- English — B2 (good)
Education
- Bachelor's or Master's degree in business, finance, IT or a related field, or equivalent professional experience.