Customer Contact Manager

The Cantonal Office of Social Insurance is an autonomous public law institution and serves as a centre of expertise in first pillar social insurance. It manages and coordinates four insurance schemes: old-age and survivors' insurance, disability insurance, family allowances, and loss of earnings allowances. To meet current challenges, the OCAS is looking for a

Within the shared services domain and heading the customer contact sector, you ensure the initial handling of requests from insured persons, affiliates, and OCAS partners, from first contact to the transfer of qualified files to the relevant departments. You report directly to the domain manager and guarantee the quality and continuity of service across the assigned channels: telephone, counter, physical and electronic mail. You bring together four services within this newly created sector: reception, third-party database, Fund logistics, and Disability Insurance logistics. You supervise the managers of these services, ensure the compliance of data for natural and legal persons recorded in the third-party database. You agree with the departments on the criteria for file transfer and service commitments. You develop the channels assigned to the sector within the framework of digitalisation and the omnichannel strategy defined by the institution, in close collaboration with the departments and IT. You are responsible for the sector's image and the implementation of OCAS values. This position is aimed at a rigorous and service-oriented person, experienced in team leadership and change management, with a background in customer relations, data management, or mail logistics.

Your various tasks

• Lead the customer contact sector and unite teams around a common work culture aligned with OCAS values and guiding principles
• Implement the sector strategy over time, anticipate necessary changes, and support managers in adapting practices
• Coordinate the four services, monitor their objectives and operational performance development
• Plan staffing needs, support service managers in their managerial responsibilities, and promote skills development
• Represent the sector to internal and external partners, and advocate its interests in a spirit of collaboration and service quality
• Position the sector as the OCAS entry point on the channels assigned and make proposals to the customer relationship management programme
• Provide reliable first-level reception and response to insured persons, affiliates, and partners
• Manage incoming flows, from receiving requests and documents to directing them to the competent services within deadlines
• Ensure the reliability, compliance, and updating of third-party databases
• Supervise mass mailings (printing, enveloping, dispatch)
• Drive organisational and tool evolution without service interruption
• Prepare and monitor the sector budget and commit contracts within its scope as a purchaser

Your profile

• Holder of a master’s degree in management, economic and social sciences, communication, or a related field, or equivalent training/experience
• Minimum 5 years’ experience in customer relations, data or document flow management, social insurance, institutional or banking sector
• Holder of a CAS/DAS in management or public management, an advantage
• Knowledge of the principles of the Data Protection Act (LPD)
• Knowledge of the Federal Act on Administrative Procedure (LPGA) and the Federal Act on Information Security (LIPAD), an advantage
• Knowledge of ISO 18295 standard, document management and databases, an advantage
• French: perfect command spoken and written
• German: good command spoken and written, an advantage
• Other languages, an advantage
• Ability to integrate, articulate and carry a strategic vision, lead and support change in a complex environment
• Ability to integrate complex and varied parameters, define priorities, make decisions and implement actions, with indicator-based management
• Analytical and synthesis skills, initiative and proactivity
• Adaptability, service orientation, interpersonal skills and aptitude for collaborative work
• Resistance to stress, determination and tenacity

What we offer

• A pleasant working environment within a constantly evolving institution
• Attractive working conditions with interesting social benefits
• Flexible working time organisation
• A prime location in the heart of Geneva, close to public transport and Cornavin station

What guides us

• Develop professional excellence
• Put people at the centre
• Demonstrate dynamism

Starting date: as soon as possible

Application deadline: 20.11.2026

Workplace: rue des Gares 12, 1201 Geneva