Business Service Manager-Customer Billing Services

Work, Serve, Thrive.  With the City of Durham  

Advance in your career while making a real difference in the community you serve.

Hiring Range: $72,975.00 - $93,033.00

Hours: 8:00 a.m. - 4:00 p.m.

The Department of Water Management, serving 245,000 customers with 97,000 accounts in the City and County of Durham, seeks a Business Services Manager to provide collaborative leadership in supporting the Customer Billing Service Division's service delivery functions, such as: manage, coordinate and develop activities involving fiscal and resource management; co-managing and developing the department's budget; processing accounts payables and receivables; preparing requisitions; monitoring contracts, and updating performance.  Assists the Utility Finance Manager in providing leadership and supervision of approximately 20 positions either directly or through supervisors.  Oversees interviewing, hiring, and training for new employees and on-going training, evaluation, and discipline for all employees.  Collaborates with our partner organizations, such as Durham One Call, Water and Sewer Maintenance, Public Works, and Finance/Cashiering to provide seamless customer service.  Evaluates performance indicators and directs changes to resolve problems and ensure quality and consistency of our service delivery.

• Provides general management oversight of financial, contract administration, grants, performance, personnel, or program administration functions; develops, updates, evaluates, and implements programs, projects, plans, policies, and procedures; supervises staff; develops and coordinates training; assists with and/or leads strategic planning and/or performance measurement processes; and ensures compliance with contracts, and applicable regulations, policies, and procedures.

• Supervises and coordinates a department's business operations including information technology, public affairs, marketing, finance and budgeting; evaluates and approves changes and updates made to department technology systems; and oversees the development of correspondence and promotional materials.

• Prepares, reviews, monitors, and adjusts budgets; reviews, evaluates, and/or approves expenditures, budget transfers, and fund allocation; researches, reviews, and analyzes financial information; prepares expenditure and revenue estimates and financial forecasts; and develops and makes budget and financial recommendations.

• Coordinates the preparation of and/or prepares, reviews, maintains and submits legal, financial, technical, and other complex, special, and general reports, plans, bid documents, contracts, applications, claims, memorandums, and other documents; oversees the maintenance of databases and online systems; researches, compiles, reconciles, and analyzes information; develops findings and makes related recommendations; reviews work and work of others for accuracy, completeness, and compliance with applicable specifications, requirements, regulations, policies, and procedures.

• Collaborates with City management and departments, vendors and/or external agencies; convenes, facilitates and attends meetings and conferences; provides subject-matter expertise and consulting; investigates and resolves complex and high-visibility issues; and represents the department for citywide activities and projects such as preparation of the annual audit.

• Bachelor's degree or equivalent in business or public administration, or directly related field

• Five years of related experience with at least three of those in a budgeting capacity/environment

• Two years of supervisory experience

• Must have a valid, unrestricted, North Carolina driver's license (or if you possess a valid license from a State other than North Carolina, you must be willing and able to obtain a valid, unrestricted NC driver's license within 60 days of hire)

• Demonstrate proficiency in progressive practice including but not limited to: quality customer service, advanced service delivery methods, service order automation, process improvement, and quality assurance

• Extensive and proven customer relationship building experience

• Excellent interpersonal and communications skills with proven ability to establish and maintain positive working relationships with subordinates, managers, and peers and to interact with customers tactfully and with a high degree of integrity.

• Advanced writing skills and familiarity with MS Word to draft policies, procedures, ordinance amendments, and customer communications.

• Advanced mathematical skills and proficiency in Excel to prepare revenue and statistical routine and ad hoc reports.