Position Information Posting Title Customer Account Management Director Job Requisition Number AE503703 Position Number 111918 Job Type Full-Time Division Name Customer Account Management Minimum Qualifications Education and/or Equivalent Experience:
Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity.
Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience.
Licenses and Certifications Required:
None.
Notes to Applicants
The Payment Services Management Director directs and oversees the teams responsible for credit, collections, payment processing and branch customer service. Implements short and long-term strategies for increasing customer satisfaction and improving processes and policies related to fiscal oversight. The Director holds responsibility for expanding payment channels, minimizing accounts receivable, improving the customer experience and developing staff. This position oversees a team of managers and multiple functions, and reports directly to the Vice President of Customer Account Management. Director should have deep knowledge of utility and customer operations.Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE (http://www.austintexas.gov/department/active-employee-benefits) for more information.Employment Application:The City of Austin employment application is an official document; incomplete applications will not be considered.
Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
If you are selected as a top candidate:
Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
This position requires a criminal background investigation.
ASSESSMENTS :
Your skill level in some of the competency areas for this job may be assessed through skills testing.
Candidates moving forward in the interview process will receive information and instructions for preparing a short presentation to be given as part of the interview process.
Work Schedule:
Work hours may include after hours, holidays, and weekends.
Shifts may change according to departmental needs.
Employee may be required to work additional hours outside of regular work schedule.
Fair Labor Standards Act:This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.Travel:If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.Pay Range $59.57 – $78.19Hours M-F 8:00 a.m. – 5:00 p.m.Other hours outside of normal work schedule may be required.Job Close Date 07/01/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd (AE Headquarters) Preferred Qualifications Preferred Experience:
Director-level experience in a banking, telecom, or gas/electric/water utility environment
Knowledge of oversight of account management functions and financial controls such as account reconciliations, billing, collections, and/or payment processing/pay channels.
Experience with financial and customer management systems
Experience with project oversight and taking high-level operational concepts to actualization, implementation and execution
Experience with applying data analytics to identify, create and implement programs to improve the customer experience, drive customer self service, and ensure equity of program offerings
Experience with leadership application of process improvement, change management, and employee development
Experience developing and presenting technical information to non-technical audiences, and presenting to elected/appointed bodies, executives, and other applicable stakeholders
Strong business writing skills and experience developing correspondence in a variety of formats
Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint
Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Provides strategic management oversight, leadership, and accountability for meter-to-cash assigned departments.
Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” programs and technology applicable to assigned areas.
Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.
Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project ( CIP ) budgets and responds to any deviations from the approved cost/timeline and milestone activities.
Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations.
Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors.
Bears responsibility for service level agreements with other City of Austin departments and fosters positive interdepartmental relationships.
Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.
Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures.
Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategies for increasing customer experience and operational efficiency.
Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.
Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.
Responsibilities- Supervision and/or Leadership Exercised:
Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Knowledge of accounting and/or audit practices and reporting concepts.
Knowledge of quality improvement and project management methodologies.
Knowledge of applicable Federal, State, and Local laws and ordinances.
Knowledge of continuous improvement methodologies.
Knowledge of applicable policies, practices, procedures, and standards.
Knowledge of supervisory and managerial techniques and principles.
Skill in development and implementation of customer facing programs.
Skill in essential statistical and analytical reporting and problem solving.
Skill in managing the collection and analysis of operational data.
Skill in contract management, negotiation and monitoring.
Skill in utilizing data systems and project management solutions to manage and report on operational activities.
Skill in exercising innovative approaches to improve contact center operations and technology.
Ability to effectively audit and forecast operational patterns.
Ability to develop and lead training programs.
Ability to develop and engage staff and create opportunities for professional growth.
Ability to establish and maintain professional communication and working relationships with City personnel and the public.
Ability to manage financial outcomes and find resolutions to address shortfalls.
Ability to effectively communicate, both orally and written.
Ability to handle hostile conflict and uncertain situations.
Ability to quickly recognize and analyze irregular events.
Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
EEO/ADA
The City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.Supplemental Questions Required fields are indicated with an asterisk ().
This position requires graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity. Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience. Do you meet these minimum qualifications?
Yes
No
Please describe how you meet the minimum qualifications referenced above. Detail how you meet the educational requirements (if applicable), account for the years of related experience (if applicable), and explain any substitutions of experience for education, or vice-versa (if applicable).
(Open Ended Question)
Please describe your Director-level experience, managing multiple second-level managers and work units within a banking, telecom, or gas/electric/water utility environment.
(Open Ended Question)
Do you have experience and knowledge of oversight of account management functions and financial controls such as account reconciliations, billing, collections, and/or payment processing/pay channels?
Yes
No
Do you have experience working with financial and customer management systems?
Yes
No
Please describe your experience with project oversight and taking high-level operational concepts to actualization, implementation and execution.
(Open Ended Question)
Do you have experience with applying data analytics to identify, create and implement programs to improve the customer experience, drive customer self service, and ensure equity of program offerings.
Yes
No
Describe your experience with leadership application of process improvement, change management, and employee development.
(Open Ended Question)
Describe your experience developing and presenting technical information to non-technical audiences, and presenting to elected/appointed bodies, executives, and other applicable stakeholders.
(Open Ended Question)
Do you have strong business writing skills and experience developing correspondence in a variety of formats?
Yes
No
Which of the following best describes your proficiency with Microsoft Office Suite, specifically with Word, Excel, Outlook and PowerPoint?
None
Basic: create/edit simple, documents, spreadsheets, emails and presentations
Intermediate: create/edit a variety of documents, spreadsheets and presentations: reformat document features, such as color, font style and size of text, change page size/width, and filter and sort data fields
Advanced: create/edit complex, professional-quality documents, spreadsheets and presentations integrate features such as tables, charts, mathematical formulas, hyperlinks and graphics, data/mail merge, and import data from one document to another
This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.
I acknowledge and understand this position requires a Criminal Background Check.
Optional & Required Documents
Required Documents
Optional Documents
Contact City of Austin Employment Services
Office: 512-978-JOBS (5627)
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