Utility Billing Administrator, Operations Officer IV (Ncs) - Department Of Public Works

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$85,660.00 - $136,935.00 Annually

Starting Pay:

$85,660.00 - $136,935.00 Annually

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary

The Operations Officer IV role is critical in supporting the operations of the Customer Support and Services Division, by providing high level management oversight into the Billing and Collection operations located in the Abel Wolman building. This position is essential for providing high level support and driving innovative strategies that enhance our billing and collection processes. This position reports directly to the Chief of the Customer Support and Service Division at DPW.

Essential Functions

• Directs, plans, coordinates and oversees operations and activities of workers engaged in utility billing, billing adjustments, rates and revenue activities, etc.
• Directs, plans and oversees the daily workflow of the Billing Unit to ensure timely billing of all customers.
• Develop, plan, and implement both long- and short-term goals of CSSD multiple billing units that comprise our billing operations to include water utility billing for multiple local jurisdictions (Balt City, Balt Co, Howard Co, Carroll Co and AA Co), Rates/Revenue and Adjustments. In addition, this role would provide oversight for our collections operation that handle inter-city/agency accounts, delinquent accounts, account escalation to city law department and commercial accounts.
• Coordinate and meet with stakeholders, including city agency partners, business groups, and others to resolve issues.
• Provide input to leadership on operational, budget and policy decisions.
• Maintain compliance with various reports, regulations and policies and procedures ensuring the alignment with the mission of the City of Baltimore, Department of Public Works.
• Acts as a liaison between the customer service department and other units, divisions in the agency.
• Develop and implements quality assurance programs for staff. Provide constructive and timely performance evaluations.
• Coordinates all training, team building, workshops, and professional development for the billing and collection operations.

Minimum Qualifications

Education: Have a bachelor's degree from an accredited college or university.

AND

Experience: Have six years of experience in administrative, technical or professional work, one year of which must have included supervision or project management.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

• The successful candidate will possess strong collaboration skills, extensive knowledge of quality assurance/control and data management processes.
• This role requires a proactive approach to creating equitable and innovative solutions, along with the ability to effectively analyze data.
• Knowledge of the principles and practices of public and business administration, including the process of planning, organizing, staffing, directing and controlling.
• Knowledge of methods and procedures for the collection or organization, interpretation and presentation of information.
• Knowledge of management practices and methods.
• Ability to adapt and apply the concepts and techniques of administrative analysis to the needs of specific projects.
• Ability to identify problem areas and recommend appropriate solutions based on logical consideration of alternatives.
• Ability to interpret and apply a variety of laws, rules, regulations, standards and procedures.
• Ability to prepare and present reports or recommendations clearly and concisely.
• Ability to compile financial and operational data and to analyze charts reports and statistical and budgetary statements.
• Ability to coordinate the activities of various organizational units.
• Ability to plan, organize and direct the work of others.
• Ability to research and write complex narrative and statistical reports
• Ability to establish and maintain effective working relationships with city officials, community and business groups.
• Ability to communicate effectively, both orally and in writing.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a 6-month mandatory probation.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws. Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER

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