Borough Manager
About The Position
The Borough Manager plans and manages the day-to-day clerical operations of a Bureau of Customer Services borough office under the direction of the Director of Borough Operations. The role oversees office activities and ensures compliance with organizational policies and procedures. It is responsible for developing, supervising, and disciplining office staff; ensuring employees receive appropriate training; and establishing or implementing controls for prompt and accurate workload processing. The Borough Manager reviews and resolves customer service issues and complex billing matters, including interpreting NYC Waterboard Rules and Regulations, and responds to escalated complaints from customers and staff. The position contributes information and recommendations to improve customer service, applies bureau and agency service standards for productivity, quality, and customer service, and addresses staffing concerns. It also responds to information requests from supervisors and senior leadership and prepares and distributes timely analyses and reports. The manager conducts annual performance evaluations, quarterly probationary appraisals, and regular coaching sessions with subordinates. This position is in a busy customer service environment with heavy phone volume, long periods of sitting, and intensive computer work. The schedule is 35 hours per week, and the work location is listed as various locations. Only candidates serving in the permanent civil service title of Administrative Manager will be considered for interview. Appointments are subject to OMB approval.
Requirements
- Must be serving in the permanent civil service title of Administrative Manager to be considered for interview.
- Meet one of the stated qualification pathways: a bachelor's degree and four years of satisfactory, full-time progressively responsible clerical/administrative experience; an associate degree or 60 semester credits and five years of such experience; a high school diploma or equivalent and six years of such experience; or equivalent education and experience.
- The qualifying experience must involve independent decision-making concerning program management or planning, resource allocation, and scheduling and assignment of work.
- At least 18 months of the qualifying experience must be in an administrative, managerial, executive, or supervisory capacity supervising staff performing clerical/administrative work of more than moderate difficulty.
- Education above high school may substitute for general clerical/administrative experience at 30 semester credits for six months of experience, up to a maximum of 3½ years; it may not substitute for the required 18 months of 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, and discipline office staff, and ensure employees are trained for their assigned tasks.
- Develop or implement controls to ensure prompt and accurate processing of the office workload.
- Provide authoritative review and resolution of customer service issues and complex billing matters, including interpretation of NYC Waterboard Rules and Regulations.
- Respond to escalated complaints from customers and office staff.
- Contribute information and recommendations to improve customer service.
- Implement or adhere to bureau and agency service 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
