Borough Manager

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health by providing high quality drinking water, managing wastewater and storm water, 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. The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills and the maintenance of the citywide network of meters and meter reading devices, serving approximately 836,000 customers. Under the direction of the Director of Borough Operations, the Borough Manager plans and manages the day-to-day clerical operations of the Borough office. Physical/environment factors include a busy customer service environment, heavy phone volume, long periods of sitting, and intensive computer work. Hours/Shift: 35 hours per week. Work location: various locations. Appointments are subject to OMB Approval.

Responsibilities

Plans and manages the day-to-day clerical operations of the Borough office; Oversees all activities within the office and ensures compliance with organizational policies and procedures; Ensures proper development, supervision, and discipline of all office staff; Ensures every employee is properly trained to complete assigned tasks; Develops and/or implements controls to ensure prompt and accurate processing of the office's workload; Provides authoritative review and resolution of customer service issues and extremely complex billing, including interpretation of NYC Water Board Rules and Regulations; Responds to escalated complaints from customers and office staff; Helps improve customer service by contributing information and making recommendations; Implements and/or adheres to bureau and agency service standards for productivity, quality, and customer service; Resolves staffing concerns and escalates matters when necessary; Responds promptly to information requests from Supervisor and senior leadership and prepares/distributes analysis and reports timely; Conducts annual performance evaluations, quarterly probationary appraisals, and regular coaching sessions with subordinates

Requirements

Only candidates serving in the Permanent Civil Service Title of Administrative Manager OR reachable on Administrative Manager Promotional List Exam #1552 will be considered for interview; Baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity (supervising staff performing clerical/administrative work of more than moderate difficulty); OR associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience, 18 months of which must have been administrative, managerial, executive or supervisory; OR four-year high school diploma or equivalent and six years of satisfactory, full-time progressively responsible experience, 18 months of which must have been administrative, managerial, executive or supervisory; OR education and/or experience equivalent to the above, with all candidates required to possess the 18 months of administrative, managerial, executive or supervisory experience

Nice to have

Strong analytical and organizational skills; Outstanding written and oral communication skills; Ability to multi-task and work under pressure; Strong critical thinking and strategic planning skills