Borough Manager

City of New York•New York City, NY

16h

About The Position

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health by providing drinking water, managing wastewater and storm water, and reducing air, noise, and hazardous materials pollution. DEP is the country's largest combined municipal water and wastewater utility, with nearly 6,000 employees. Its Bureau of Customer Services (BCS) oversees water and wastewater billing and the maintenance of the citywide network of meters and meter-reading devices. BCS serves approximately 836,000 customers and generates more than $4 billion in revenue annually. Reporting to the Director of Borough Operations, the Borough Manager plans and manages the day-to-day clerical operations of a Borough office. The role oversees office activities, ensures compliance with organizational policies and procedures, and is responsible for the development, supervision, training, and discipline of office staff. The Borough Manager establishes or implements controls for prompt and accurate processing of office workload and provides authoritative review and resolution of customer-service issues and complex billing matters, including interpretation of NYC Water Board Rules and Regulations. This position responds to escalated complaints, supports improvements to customer service, adheres to service standards for productivity and quality, and addresses staffing concerns. It also responds to information requests from supervisors and senior leadership, prepares and distributes analysis and reports, and conducts performance evaluations, probationary appraisals, and coaching sessions. Only candidates serving in the permanent civil service title of Administrative Manager or on Administrative Manager Promotional List Exam #1552 will be considered for interview. Appointments are subject to OMB approval.

Requirements

Candidates must serve in the permanent civil service title of Administrative Manager or be on Administrative Manager Promotional List Exam #1552 to be considered for interview.
One qualifying pathway is a bachelor's degree from an accredited college and four years of satisfactory, full-time, progressively responsible clerical or administrative experience involving independent decision-making about program management or planning, resource allocation, and scheduling and assignment of work; at least 18 months must be in an administrative, managerial, executive, or supervisory capacity supervising staff performing clerical or administrative work of more than moderate difficulty.
Alternatively, an associate degree or 60 semester credits from an accredited college and five years of qualifying progressively responsible experience, including at least 18 months of qualifying administrative, managerial, executive, or supervisory experience.
Alternatively, a four-year high school diploma or equivalent and six years of qualifying progressively responsible experience, including at least 18 months of qualifying administrative, managerial, executive, or supervisory experience.
Education and/or experience equivalent to one of the stated pathways may qualify, but all candidates must have the required 18 months of administrative, managerial, executive, or supervisory experience.
Education above the high school level may substitute for general clerical or administrative experience at 30 semester credits for six months of experience, up to a maximum of 3½ years; it cannot substitute for the required administrative, managerial, executive, or supervisory experience.

Nice To Haves

Strong analytical and organizational skills.
Outstanding written and oral communication skills.
Ability to multitask and work under pressure.
Strong critical-thinking and strategic-planning skills.

Responsibilities

Plan and manage the day-to-day clerical operations of the Borough office.
Oversee office activities and ensure compliance with organizational policies and procedures.
Develop, supervise, train, and discipline office staff; ensure employees are trained for their assigned tasks.
Develop or implement controls to ensure prompt and accurate processing of the office's workload.
Review and resolve customer-service issues and complex billing matters, including interpreting NYC Water Board Rules and Regulations.
Respond to escalated complaints from customers and office staff.
Contribute information and recommendations to improve customer service.
Implement and adhere to bureau and agency standards for productivity, quality, and customer service.
Resolve staffing concerns and escalate matters when necessary.
Respond promptly to information requests from supervisors and senior leadership.
Prepare and distribute analyses and reports in a timely manner.
Conduct annual performance evaluations, quarterly probationary appraisals, and regular coaching sessions with subordinates.