Purpose: |
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This position enhances the customer experience through providing operational oversight and strategic leadership in any of the following areas: Bill Production and Support, Pay Channels, Branch Operations, Credit and Collections and/or Quality, Process Improvement, and Training. |
Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Provides strategic management oversight, leadership, and accountability for meter-to-cash assigned departments.
- Analyzes, evaluates, and directs implementation activities of the "Best-in-Class" programs and technology applicable to assigned areas.
- Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.
- Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project (CIP) budgets and responds to any deviations from the approved cost/timeline and milestone activities.
- Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations.
- Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors.
- Bears responsibility for service level agreements with other City of Austin departments and fosters positive interdepartmental relationships.
- Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.
- Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures.
- Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategies for increasing customer experience and operational efficiency.
- Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.
- Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.
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Responsibilities - Supervisor and/or Leadership Exercised: |
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Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
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Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of accounting and/or audit practices and reporting concepts.
- Knowledge of quality improvement and project management methodologies.
- Knowledge of applicable Federal, State, and Local laws and ordinances.
- Knowledge of continuous improvement methodologies.
- Knowledge of applicable policies, practices, procedures, and standards.
- Knowledge of supervisory and managerial techniques and principles.
- Skill in development and implementation of customer facing programs.
- Skill in essential statistical and analytical reporting and problem solving.
- Skill in managing the collection and analysis of operational data.
- Skill in contract management, negotiation and monitoring.
- Skill in utilizing data systems and project management solutions to manage and report on operational activities.
- Skill in exercising innovative approaches to improve contact center operations and technology.
- Ability to effectively audit and forecast operational patterns.
- Ability to develop and lead training programs.
- Ability to develop and engage staff and create opportunities for professional growth.
- Ability to establish and maintain professional communication and working relationships with City personnel and the public.
- Ability to manage financial outcomes and find resolutions to address shortfalls.
- Ability to effectively communicate, both orally and written.
- Ability to handle hostile conflict and uncertain situations.
- Ability to quickly recognize and analyze irregular events.
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Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity.
- Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience.
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Licenses and Certifications Required: |
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None.
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