Director of Key Accounts Group

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.

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.

Qualified applicants for this position should have:

• 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.

Note:

Only those serving in the permanent civil service title of Administrative Staff Analyst will be considered.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position…