Customer Contact Manager (100%)

The Office cantonal des assurances sociales is an autonomous public law institution and constitutes a center of expertise in 1st pillar social insurances. 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, the 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 initial handling of requests from insured persons, affiliates, and OCAS partners, from the first contact to 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 base, Caisse logistics, and Invalidity Insurance logistics. You supervise their managers and ensure the compliance of data for natural and legal persons registered in the third-party base. You agree on file transmission criteria and service commitments with the business units. You evolve the channels assigned to the sector within the framework of digitization and the omnichannel strategy defined by the institution, in close connection with the business units and IT. You are responsible for the sector's image and the implementation of OCAS values. This position is intended for a rigorous and service-oriented person, experienced in leading teams and change, 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 the OCAS
• Implement the sector strategy over the long term, anticipate necessary developments, 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 quality of service
• Position the sector as the OCAS gateway on the channels assigned to it and formulate proposals for the customer relationship management program
• Offer reliable reception and first-level response to insured persons, affiliates, and partners
• Master incoming flows, from the receipt of requests and documents to their routing to the competent services within the deadlines
• Guarantee the reliability, compliance, and updating of third-party databases
• Supervise mass mailings (printing, folding, dispatching)
• Lead the evolution of the organization and tools without interruption of services
• Prepare and monitor the sector budget and enter into contracts within its scope as a buyer

Your profile

• Holder of a master's degree in management, economic and social sciences, communication, or 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, or 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 spoken and written
• German: good mastery spoken and written, an asset
• Other languages, an asset
• Ability to integrate, decline, and carry a strategic vision, to pilot and accompany change in a complex environment
• Ability to integrate complex and varied parameters, define priorities, make decisions, and implement actions, with management by indicators
• Analytical and synthesis skills, spirit of initiative and ability to propose
• Adaptability, sense of service, interpersonal skills, and aptitude for collaborative work
• Resistance to tension, determination, and tenacity

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