0941 Manager VI, Customer Services Bureau Director

0941 Manager VI, Customer Services Bureau Director
San Francisco Public Utilities Commission

Recruitment #PBT-0941-112091
Salary: $166,270.00 - $212,212.00/year

WHO ARE WE?

San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.org/.

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality.

To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.org/about-us/careers-sfpuc

DIVISION DESCRIPTION

The San Francisco Public Utilities Commission (SFPUC) Customer Services Bureau (CSB) is responsible for the billing and collection of utility services and is the primary point of contact for water, power, wastewater and CleanPowerSF customers. CSB maintains over 175,000 water and wastewater service accounts, over 5,000 municipal and retail electric service accounts, and approximately 500 land-lease accounts totaling over one billion in annual revenue. The Bureau is also responsible for meter reading and field investigations, as well as responding to over 200,000 customer inquiries, complaints and requests for services annually.

POSITION DESCRIPTION

The Customer Services Bureau Director manages the operation of the Customer Services Bureau (CSB) and reports to the Chief Financial Officer and Assistant General Manager of the Business Services of the San Francisco Public Utilities Commission (SFPUC). The Director provides strategic leadership for all customer service operations including billing, collection, customer care, meter reading, and field services for water, wastewater, electric services as well as land leases and permits. The scope of operations is significant and is responsible for the billing and collection of over one billion in annual revenue.

The essential duties of this position include but are not limited to the following:

• Develop strategic goals and objectives, define key results and execute initiatives towards achieving the Customer Services Bureau’s mission and vision. Ensure that objectives, key results and initiatives are aligned with the SFPUC Strategic Plan, mission and values. Link CSB’s individual staff’s annual performance plans, goals and objectives with the Bureau’s goals and values. Define and establish key staff competencies performance standards and metrics to drive efficient and effective operations resulting in internal and external customer satisfaction.
• Lead, motivate and develop staff in assigned operations areas. Build united commitment to achieve high level of performance and a culture of excellence providing for the development of individual and team competencies and opportunities for learning and advancement. Implement best operating practices to drive continuous improvement, innovation and exemplary customer experience. Communicate a shared vision, energize and empower staff, and advance diversity, equity, and inclusion within CSB.
• Direct and ensure compliance with established City and departmental policies, procedures, rules, regulations and applicable local, state and federal legislations. Direct and work with Executive Leadership and Customer Services managers and staff in development, implementation and evaluation of modified or new policies and procedures to improve customer services delivery efficiency, effectiveness, and equity.
• Direct, review, manage and support Customer Services managers in identification, investigation, research, analysis, reporting and resolution of a wide range of technical, process, and operational issues by providing quick and decisive solutions. Encourage collaboration and support of effective course of action, alternative solutions, approaches and changes as required to ensure smart resolution of operational issues.
• Develop, implement and manage fiscal year budgets with baseline and new funding proposals; financial and personnel systems, processes, controls and reporting, including utility service revenue accounting, operating and project budget expenditures, monitoring and adjusting potential over-expenditures.
• Determine, define and evaluate the effectiveness and efficiencies of Customer Services organizational structure, functions, staffing levels and assignments, service levels and delivery systems, resource needs and allocations, administrative systems and controls toward achieving established key performance metrics. Develop strategic hiring plans that allow for succession planning and within budget.
• Collaborate with technical teams in the development of technology implementation and/or changes to various technical environments utilized in support of customer services operations. Leverage emerging new technology in the utility industry and keep abreast of trends in customer experience; identify opportunities and innovative solutions for increased customer satisfaction, efficiencies and optimization.
• Identify, assess, respond to and represent community and utility consumer needs and priorities. Communicate and meet with the public, utility consumer representatives and groups, other departments and agencies, officials, contractors or other interested parties to resolve service issues and provide information on PUC and Customer Services operations, services, policies, rules and regulations.
• Build consistent, effective, collaborative working relationships and communications with PUC executive team, divisions and bureau managers to facilitate and coordinate Customer Services objectives, functions, operations and support within PUC, and resolve any organizational, operational and service issues. Attend and participate in PUC senior management team meetings and Commission Public Hearings as needed.
• Direct and manage development, analysis and utilization of Customer Services management information reports; statistical, financial, staffing, operations reports, studies and records, including customer service records and accounts, special reports, reports to other agencies and organizations, responses to various information requests, customer communication systems, information, reports and surveys.

COMPETENCIES

The ideal candidate will have a demonstrated track record and ability to exercise the following competencies:

• Innovation - Creates a thriving culture in which employees feel both safe and encouraged to explore new ideas and improve existing ones; develops new insights, questions conventional approaches, and encourages others to develop new ideas and innovations
• Motivation - Creates an environment where people are inspired to pursue their highest levels of performance. Identifies and promotes methods for motivating self and others
• Relationship Management - Builds open, honest, and respectful relationships through effective communication and collaboration techniques. Develops networks and lasting partnerships across boundaries to maintain strategic relationships and achieve common goals. Utilizes a variety of communication approaches to successfully gain support, influence others, and strengthen relationships
• Conflict Management & Resolution - Preserves productive and professional relationships by identifying conflict, addressing issues, and arriving at best possible outcomes
• Talent Management - Builds and develops a highly-skilled workforce based on organizational goals, budget considerations, and staffing needs. Ensures that employees are appropriately recruited and provides resources and support to ensure that the workforce is able to meet current and future business needs
• Accountability - Acts with integrity, honesty, and fairness; inspires trust. Clearly defines roles and responsibilities for self and others. Holds self and others to their roles and responsibilities. Complies with legal and ethical guidelines. Acts as a responsible steward of the resources entrusted to the SFPUC
• Decision Making & Problem Solving - Takes ownership of problems and makes timely, responsible, transparent, and clear decisions. Involves others in addressing problems and seeking solutions. Gathers relevant information and conducts appropriate analyses. Understands the impact of decisions
• Strategic Planning - Formulates objectives and priorities, implements plans, and allocates resources to achieve the long-term goals of the organization
• Adaptability - Adjusts, perseveres, and succeeds in meeting objectives despite rapidly shifting environment, demands, and resources. Reacts appropriately to changing conditions or priorities. Alters approaches to most effectively address different situations and people. Responds positively to tasks and situations outside of comfort zone
• Change Management - Ensures that planned changes are thoroughly, smoothly, and effectively communicated and implemented such that the lasting benefits of change are achieved. Leverages a structured approach and people-oriented strategies to drive the adoption and usage of new solutions to fully realize organizational benefits and project objectives

COMPENSATION AND BENEFITS:

The normal annual salary range is $166,270.00 - $212,212.00. Appointment above the maximum of the normal range may be considered based on documented and substantiated recruitment and retention issues or exceptional skills. A special approval process is necessary for appointment above the normal salary range. In addition to competitive salaries, the City offers flexible benefit plans with pre-tax elections which include: medical and dental insurance, Retirement Plan; 457 Deferred Compensation Plan; Social Security; Long-term Disability Plan; Life Insurance; paid Management Training program; 11 paid holidays per year; 5 floating holidays per year; 10 to 20 vacation days per year, depending on years of service. For additional information regarding benefits, visit: http://sfdhr.org/benefits-overview

Equal Employment Opportunity:

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

MINIMUM QUALIFICATIONS

If you are interested in a job like this, we are looking for people that have the following:

• Education: Possession of a baccalaureate degree from an accredited college or university.
• Experience: Five (5) years of managerial experience (including supervisory) in customer service, billing or collections in a utility, bank, or treasurer/tax collector agency
• Substitution: Additional qualifying experience may be substituted for the baccalaureate degree on a year-for-year basis (30 semester/ 45 quarter units equals one year).

Applicants must meet the minimum qualification requirement by the final date unless otherwise noted. All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included in the “Education” and “Training and Employment Record” sections of the City and County of San Francisco online application by the filing deadline. A resume does NOT substitute for this section of the City application and will not be considered in determining whether you meet the minimum qualifications.

Desirable Qualifications:

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

• Senior, executive level management and administrative experience in a public or private utility, customer services organization, CCSF service department or comparable service organization
• Extensive knowledge, experience, functional expertise and demonstrated ability and responsibility in basic and selected specialized areas of utility customer services and service management, including accounts and billing, credit and collections, customer care, service orders, finances, utility rates and usage; customer identification, service address and tracking management
• Strong proficiency in and ability to apply computer and data processing knowledge and skills to preparing and reviewing reports and written communications, analyzing and modifying Customer Services operations, policies and procedures, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

CONDITION OF EMPLOYMENT:

• All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment. For details on how it is applicable to your employment, please click here.

HOW TO APPLY

• Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.