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

With more than 13,000 employees representing 160 professions, the Geneva University Hospitals (HUG) are a reference institution at both national and international levels. 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 organisational 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 career paths in line with institutional needs and focuses on consideration of the individual, work-life balance, and health and safety at work.

The HUG Training and Development Centre (CFD) develops and deploys a range of programmes and measures to ensure that HUG has the necessary skills to fulfil its mission and that each staff member can realise their full potential and remain at the forefront of their profession. The Centre's activities notably include specialised nursing training as well as continuing education.

You will join the Organisation and Quality team of the HUG Training and Development Centre as Head of the Customer Service and Administration Unit.

In this role, you will lead the unit by ensuring 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 contacts, and ensure the smooth running of daily operations.

In a collaborative work climate approach, you will manage the secretarial team and support the maintenance and development of their skills. You will organise the unit's priorities, ensure efficient resource allocation, and guarantee compliance with quality and deadline commitments.

You will actively contribute to the optimisation of administrative processes and workflows, harmonise practices, and develop an organisation that promotes responsiveness, reliability of services, and satisfaction of internal and external clients. Through a service-centred 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 context, you will identify areas for improvement and lead projects aimed at simplifying processes and optimising user experience.

Furthermore, you will participate in transversal projects of the Training and Development Centre, contribute to the evolution of working methods, and support organisational transformations in line with HUG's strategic orientations.

Finally, you will demonstrate flexibility and openness to support the mission of the Organisation and Quality Sector in a context of organisational transition.

You hold a university Bachelor’s degree or a HES degree in Business Administration, Business Economics, or an equivalent qualification. You have at least five years of experience in a high-volume administrative role as well as a minimum of two years of managerial experience, complemented by a CAS-type management training. Experience gained in a commercial environment or in managing service providers is an asset.

You possess excellent knowledge of procedures and administrative activities specific to a large organisation. You have demonstrated your ability to structure, formalise, and optimise administrative processes while ensuring their regulatory compliance, monitoring, and proper application. You also show a strong awareness of financial and legal risks, particularly in the context of contractual activities.

Endowed with excellent interpersonal skills and a strong customer service orientation, you know how to prevent and manage delicate or conflictual situations. You stand out for your analytical mind, rigour, and 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 have a keen sense of organisation and prioritisation. Finally, you have a thorough command of management tools, common information systems, artificial intelligence tools, as well as solutions for activity monitoring, tracking, and planning.

• Start date: as soon as possible
• Number of positions: 1
• Activity rate: 80% to 100%
• Job classification: under evaluation
• Contract type: fixed-term contract of 36 months
• Application deadline: 28.08.2026
• Contact for information: Ms S. Pagnetti-Takorian, Head of Organisation and Quality Sector at the HUG Training and Development Centre, sophie.pagnetti@hug.ch

Your application file must include a letter demonstrating your motivation, your curriculum vitae, copies of diplomas and certificates required for the position, and the last 2 work certificates.

This announcement is addressed equally to women and men.

Only applications submitted via the recruitment platform will be considered. Paper and email applications will not be processed.