Head of Customer Service and Administration Unit - 80% to 100%

You will join the Organisation and Quality team of the HUG Training and Development Center as Head of the Customer Service and Administration Unit. In this capacity, you will lead the unit, guaranteeing the quality of reception, customer service, and administrative services. You will supervise all administrative and logistical activities related to the training offer, coordinate the processing and routing of requests to the relevant interlocutors, and ensure the fluidity of daily operations. In an approach promoting a collaborative working climate, you will supervise the secretariat team and support the maintenance and development of its skills. You will organize the unit's priorities, ensure efficient resource allocation, and guarantee compliance with quality and deadline commitments. You will actively contribute to the optimization of administrative processes and workflows, harmonize practices, and develop an organization that promotes reactivity, reliability of services, and the satisfaction of internal and external customers. Through a service-centered approach, continuous improvement, and collaboration, you will unite teams, support change, and strengthen synergies with various stakeholders. You will also implement management tools and performance indicators to improve the efficiency of administrative activities, the quality of service provided, and the logistical management of training. In this framework, you will identify areas for improvement and lead projects aimed at simplifying processes and optimizing the user experience. Furthermore, you will participate in cross-functional projects of the Training and Development Center, contribute to the evolution of working methods, and support organizational transformations in line with the strategic orientations of the HUG. Finally, you will demonstrate flexibility and openness in order to support the mission of the Organisation and Quality Sector in a context of organizational transition. You hold a university or HES Bachelor's degree in Business Administration, Business Economics, or an equivalent qualification. You have at least five years of experience in a high-volume administrative function as well as managerial experience of at least two years, supplemented by management training such as a CAS. Experience acquired in a commercial environment or in provider management is an asset. You possess excellent knowledge of the procedures and administrative activities specific to a large organization. You have demonstrated your ability to structure, formalize, and optimize administrative processes while guaranteeing their regulatory compliance, monitoring, and correct application. You also demonstrate a strong sensitivity to financial and legal risks, particularly in the context of contracting activities. Equipped with excellent interpersonal skills and a strong sense of customer service, you know how to prevent and manage delicate or conflicting situations. You distinguish yourself by your analytical mind, your rigor, and your ability to adopt a pragmatic, proactive, reactive, and solution-oriented approach. These qualities are accompanied by good stress management and a high capacity for adaptation. You also possess a keen sense of organization and prioritization. Finally, you have perfect mastery of management tools, common information systems, artificial intelligence tools, as well as tools for monitoring, tracking, and planning activities. Entry date: as soon as possible Number of positions: 1 Activity rate: 80% to 100% Job class: under evaluation Contract type: CDM for a duration of 36 months Application deadline: 28.08.2026 Information request: Mme S. Pagnetti-Takorian, head of Organisation and Quality sector within the HUG Training and Development Center, sophie.pagnetti@hug.ch Your application file must include a letter demonstrating your motivation, your curriculum vitae, copies of the diplomas and certificates required for the position, and the last 2 work certificates. This announcement is addressed to women and men alike. Only applications submitted via the recruitment platform will be considered. Paper and email applications will not be processed. With more than 13,000 employees representing 160 professions, the Hôpitaux Universitaires de Genève (HUG) are a reference institution at the national and international level. To learn more about our institution, take a few minutes to consult our 2025 retrospective by clicking here. The Human Resources Directorate's main mission is to ensure the development of the institution's human capital in view of organizational evolution. It constantly seeks to innovate, challenge, and improve its practices while basing its strategy on the positive experience of employees. The HUG HR policy is based on the development of skills and professional paths in line with institutional needs and focuses on taking into account the individual, work-life balance, and health and safety at work. The HUG Training and Development Center (CFD) develops and deploys a set of programs and measures to ensure that the HUG have the necessary skills to carry out their mission and so that every staff member can realize their full potential and remain at the forefront of their profession. The Center's activities include notably the form