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

With more than 13'000 employees representing 160 professions, the Hôpitaux Universitaires de Genève (HUG) are a reference institution at a 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 HR policy of the HUG is based on the development of skills and professional paths in alignment 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 activities of the Center include, in particular, specialized training in care as well as continuing education. Head of Customer Service and Administration Unit \\- 80% to 100% You will join the Organization 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 by 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 smoothness 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 an efficient distribution of resources, 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. Thanks to an approach centered on service, continuous improvement, and collaboration, you will unite teams, support change, and strengthen synergies with the various stakeholders. You will also implement steering tools and performance indicators to improve the efficiency of administrative activities, the quality of service provided, and the logistical management of training. In this context, 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 Organization and Quality Sector in a context of organizational transition. Qualifications You hold a university or HES Bachelor's degree in Business Administration, Business Economics, or an equivalent training. You have at least five years of experience in a high-volume administrative function as well as managerial experience of at least two years, completed by a 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 administrative procedures and 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 proper application. You also demonstrate a strong sensitivity to financial and legal risks, particularly in the context of contracting activities. Possessing excellent interpersonal skills and a strong sense of customer service, you know how to prevent and manage delicate or conflicting situations. You stand out by your analytical spirit, your rigor, as well as your ability to adopt a pragmatic, proactive, reactive, and solution-oriented approach. These qualities are accompanied by good stress management and a great 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 steering, monitoring, and activity planning solutions. Additional Information Start date: as soon as possible Number of positions: 1 Activity rate: 80% to 100% Function class: under evaluation Type of contract: CDM duration of 36 months Application deadline: Information request: Mme S. Pagnetti\\-Takorian, Head of Organization and Quality Sector within the HUG Training and Development Center, \Write an email\ (< >) Your application file must include a letter demonstrating your motivation, your curriculum vitae, copies of diplomas and