Customer Contact Manager (100%)

• 30 October 2026
• 100%
• Indefinite duration
• CHF 136-000 - 184-000 /year
• Rue des Gares 12, 1211 Genève 2

L-Office cantonal des assurances sociales is an autonomous institution of public law and constitutes a center of expertise in social insurances of the 1st pillar. It manages and coordinates four insurance schemes: old-age and survivors insurance, invalidity insurance, family allowances and loss of earnings allowances. To meet current challenges, l-OCAS is looking for a

Customer Contact Manager (100%)

Within the shared services domain and at the head of the customer contact sector, you ensure the first handling of requests from insured persons, members and partners of l'OCAS, from the first contact until the transmission of qualified files to the business units. You report directly to the head of the domain and guarantee the quality as well as the continuity of service on the assigned channels: telephony, counter, physical and electronic mail. Within this newly created sector, you bring together four services: reception, third-party database, the Fund's logistics and the Invalidity Insurance logistics. You supervise their managers, and you ensure the compliance of the data of natural and legal persons recorded in the third-party database. You agree with the business units on the criteria for file transmission and service commitments. You evolve the channels assigned to the sector within the framework of digitization and the omnichannel strategy defined by the institution, in close link with the business units and IT. You are responsible for the sector's image and the implementation of l'OCAS values. This position is intended for a rigorous and service-oriented person, experienced in team and change management, and coming from customer relations, data management or mail logistics.

Your various missions

• Lead the customer contact sector and unite the teams around a common work culture, aligned with the values and guiding principles of l-OCAS
• Implement the sector's strategy over the long term, anticipate necessary evolutions and support managers in adapting practices
• Coordinate the four services, monitor their objectives and the development of their operational performance
• Plan personnel needs, support service managers in their managerial responsibilities and promote skill development
• Represent the sector to internal and external partners, and defend its interests in a logic of collaboration and service quality
• Position the sector as the entry point of l'OCAS on the channels assigned to it and formulate proposals for the customer relationship management program
• Offer reliable first-level reception and response to insured persons, members and partners
• Master incoming flows, from the receipt of requests and documents to their orientation towards the competent services within the deadlines
• Guarantee the reliability, compliance and updating of third-party databases
• Supervise mass mailings (printing, folding, dispatch)
• Lead the evolution of the organization and tools without interruption of services
• Prepare and monitor the sector budget and engage contracts within its scope as a buyer

Your profile

• Holder of a master's degree in management, economic and social sciences, communication or in a field related to the activity, or equivalent training / experience
• Minimum 5 years of experience in customer relations, data or document flow management, social insurances, an institutional or banking field
• Holder of a CAS / DAS in management or public management, an asset
• Knowledge of the principles of the LPD
• Knowledge of the LPGA and the LIPAD, an asset
• Knowledge of the ISO 18295 standard, document management and databases, an asset
• French: perfect mastery orally and in writing
• German: good mastery orally and in writing, an asset
• Other languages, an asset
• Ability to integrate, to deploy and to carry a strategic vision, to pilot and to accompany change in a complex environment
• Aptitude to integrate complex and varied parameters, to define priorities, to make decisions and to implement actions, with management by indicators
• Analytical and synthesis capacity, spirit of initiative and ability to propose
• Adaptability, sense of service, interpersonal skills and aptitude for collaborative work
• Resistance to tension, determination and tenacity

What we offer

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

What guides us

• Develop professional excellence
• Put humans at the center
• Demonstrate dynamism

Start date: as soon as possible

Application deadline: 20.11.2026

Workplace: rue des Gares 12, 1201 Genève

Application procedures: Please submit your complete application file via the following link: Responsable contact clients | OCAS Carrière