Borough Manager

City of New York; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

City of New York is seeking an Administrative Manager to lead the Borough office’s day-to-day clerical operations. Responsibilities include supervising staff, training, and resolving advanced customer service and billing issues in line with NYC Waterboard rules.

The role requires strong analytical and communication skills, the ability to multitask under pressure, and strategic planning to improve service quality.

Qualifications

• A baccalaureate degree with 4 years of progressive clerical/administrative experience, plus 18 months in supervisory capacity.
• An associate degree with 5 years of progressive clerical/administrative experience, plus 18 months in supervisory capacity.
• A high school diploma with 6 years of progressive clerical/administrative experience, plus 18 months in supervisory capacity.
• Equivalent combination of education/experience with required supervisory experience; substitution allowed at 30 credits per 6 months up to 3.5 years.

Responsibilities

• Plan and manage day-to-day clerical operations for the Borough office.
• Supervise and develop office staff; ensure training and performance evaluations.
• Handle escalated customer service issues and complex billing interpretations per regulations.
• Prepare reports and analyses; respond to information requests from supervisors and leadership.
• Ensure adherence to service standards for productivity, quality, and customer service.

Skills

Analytical skills

Written and oral communication

Multitasking under pressure

Critical thinking & planning

Education

Bachelor's degree

Associate degree

High school diploma

Education/experience equivalent

Job description

Note: Only Candidates Serving in the Permanent Civil Service Title of Administrative Manager OR on Administrative Manager Promotional List Exam #1552 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

ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C

Minimum Qualifications

1. 1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
2. 2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. 3. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
4. 4. Education and/or experience equivalent to "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

55a Program

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 through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

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.