Director of Key Accounts Group

City of New York•Corona, NY

3d•Onsite

About The Position

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and collects over $4.5 billion in revenue each year. The Bureau of Customer Services (BCS), Key Accounts Group, is seeking an experienced candidate for the position of Director of Key Accounts Group. Under direction of the Senior Director of Customer Operations, with considerable latitude for independent judgment and decision-making, the selected candidate will oversee a group responsible for building and maintaining strong relationships with Key Account customers, including providing tailored services and solutions for complex or high-use customers, ensuring timely and accurate billing, addressing payment concerns, and timely collection of revenue. In addition, the selected candidate will be responsible for day-to-day financial and other BCS/UMAX billing system transactions completed by the Unit and will conduct quality assurance reviews of Unit transactions; ensuring that all transactions conform to established Water Board rules and regulations, and tasks performed conform to existing and revised bureau policies and procedures. The candidate will also provide recommendations for process improvements, oversee unit interactions with customer advocate groups, elected officials and complaint/ regulatory agencies, and will create/distribute reports to illustrate the performance and status of Key Accounts customers and Key Accounts Group staff. The selected candidate will be responsible for assigning and delegating work assignments to staff, monitoring time and leave usage, conducting probationary and annual performance evaluations; coaching and providing feedback to staff and other supervisory responsibilities.

Requirements

Management and supervisory experience relevant to the responsibilities of this position.
Excellent organization, presentation, critical and analytical thinking, communication, and problem solving skills.
Ability to troubleshoot issues and communicate effectively.
A strong understanding of the Bureau of Customer Services’ business processes and how they are executed within the UMAX system.
Proven ability to prioritize work for others and to meet deadlines.
Ability to establish and maintain effective working relationships with team members, supervisors, and employees from other groups.
A vision for how to build a culture of continuous improvement within an organization.
Only those serving in the permanent civil service title of Administrative Manager will be considered.
1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 3. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 4. Education and/or experience equivalent to "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Responsibilities

Building and maintaining strong relationships with Key Account customers, including providing tailored services and solutions for complex or high-use customers
Ensuring timely and accurate billing
Addressing payment concerns
Timely collection of revenue
Day-to-day financial and other BCS/UMAX billing system transactions completed by the Unit
Conducting quality assurance reviews of Unit transactions; ensuring that all transactions conform to established Water Board rules and regulations, and tasks performed conform to existing and revised bureau policies and procedures
Providing recommendations for process improvements
Overseeing unit interactions with customer advocate groups, elected officials and complaint/ regulatory agencies
Creating/distributing reports to illustrate the performance and status of Key Accounts customers and Key Accounts Group staff
Assigning and delegating work assignments to staff
Monitoring time and leave usage
Conducting probationary and annual performance evaluations
Coaching and providing feedback to staff and other supervisory responsibilities