About this role
Borough Manager
Note: Only Candidates Serving in the Permanent Civil Service Title of Administrative Manager will be considered for interview.
Appointments are subject to OMB Approval.
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 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. 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. Bureau of Customer Services serves approximately 836,000 customers and generates more than $4 billion of revenue annually.
Under Direction of the Director of Borough Operations, with latitude for independent initiative and judgement, the Borough Manager plans and manages the day-to-day clerical operations of the Borough office, oversees all activities within the office and ensures compliance with the organizations policies and procedures. Ensures proper development, supervision, and discipline of all office staff. Ensures every employee is properly trained to complete his or her assigned tasks. Develops and/or implements adequate controls to ensure the prompt and accurate processing of the office’s workload. Provides authoritative review and resolution of customer service issues, and extremely complex billing, including but not limited to, interpretation of NYC Waterboard Rules and Regulations. Responds to escalated complaints from customers and office staff. Helps to improve customer service by contributing information and making recommendations for improvement. Implements and/or adheres to existing bureau and agency service standards pertaining to 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 to discuss performance, development and/or to follow up on employee action plans.
Physical /Environment Factors
Busy Customer Service Environment Heavy Phone Volume Long Periods of Sitting Intensive Computer Work
Preferred Skills
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
Hours/Shift 35 hours per week
Work location Various Locations
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.