Unit Chief - Operations, Pcs

City of New York•New York City, NY

About The Position

The Unit Chief oversees the Process and Courier Services (PCS) Unit under the general direction of the Director of Central Services or designee. The role is responsible for supervising, coordinating, and quality-controlling Service of Process operations across multiple boroughs, ensuring requests are handled accurately and on time, and ensuring compliance with agency policies and legal requirements. The Unit Chief coordinates with Law Department personnel and contracted vendors, oversees invoice reconciliation, manages database systems including Geotab, ActSoft Workforce Manager, and OPTIC, and exercises independent judgment to resolve operational issues and improve workflows and systems. The position also supervises, trains, and supports PCS staff and Unit Chiefs; monitors activity and fleet metrics; prepares reports; manages timesheets and overtime projects; and leads the implementation, enhancement, and development of technology systems used by PCS. Candidates must be permanent in the civil service title Customer Information Representative to be considered.

Requirements

Must be permanent in the civil service title Customer Information Representative to be considered.
Strong understanding of Service of Process procedures and legal requirements.
Proficiency with PCS operational systems, including OPTIC, Geotab, ActSoft Workforce Manager, and vendor platforms.
Strong analytical skills for reviewing invoices and identifying discrepancies.
Ability to supervise, train, motivate, and evaluate staff.
Strong communication and customer service skills.
Ability to troubleshoot technology issues.
Ability to manage multiple initiatives and competing deadlines.
Strong organizational, administrative, and documentation skills.
Qualification requirements for Customer Information Representative include a baccalaureate degree; or an associate degree or 60 semester credits plus one year of satisfactory full-time qualifying customer-service, help-desk, or public-information experience; or a high school diploma or equivalent plus two years of such experience; or a satisfactory combination of education and experience. All candidates must have a four-year high school diploma or equivalent.
Qualifying NYC government experience may substitute at the stated rate, and college credit may substitute for qualifying experience at 60 semester credits per year of experience.
For Assignment Level III, candidates must meet Assignment Level I qualification requirements and have two additional years of satisfactory full-time qualifying experience.

Responsibilities

Receive, assemble, and approve Service of Process requests for Manhattan, Queens, and Staten Island for Law Department attorneys and support staff.
Coordinate with Law Department clients and staff, and contracted vendors, on service requests involving recipients across the five boroughs, detention facilities, and out-of-state locations.
Ensure timely return of Affidavits of Service, overseeing approximately 96 Manhattan requests per month and 100 Queens and Staten Island requests per month.
Allocate and supervise staff to meet deadlines for expedited Family Court cases, often within 24 to 48 hours.
Perform quality control on completed service requests and ensure cases are properly logged and closed in OPTIC and other databases.
Work with contracted vendors to resolve deadline-date and service-performance issues and invoice discrepancies.
Review, reconcile, and ensure timely and accurate processing of monthly invoices across assigned boroughs.
Produce monthly discrepancy reports to validate vendor payments.
Supervise, coach, mentor, and train PCS staff and Unit Chiefs on systems and workflow tasks.
Assist PCS staff with troubleshooting agency iPhones, Microsoft 365 tools, ActSoft Workforce Manager, and other systems.
Ensure proper OPTIC data entry for Manhattan, Queens, and Staten Island.
Request or perform maintenance, updates, and configuration changes in PCS database systems.
Lead the design, enhancement, and development of OPTIC for Manhattan, Bronx, and Brooklyn operations.
Prepare and present monthly Unit Chief reports to the Division Chief.
Monitor and report monthly activity levels and production metrics, including Operations fleet activity.
Manage e-form overtime projects and approve staff timesheets.
Prepare statistical reports analyzing service volume, speed, and quality.
Forward unresolved or complex matters to appropriate internal offices.