0941 Manager VI, Customer Services Bureau Director

Recruitment #PBT-0941-112091

Introduction


This announcement may close at any time but not before September 13, 2021 at 5:00PM. Interested candidates are encouraged to apply promptly.

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 filing 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

 

 

 

Verification:
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Verification of required work experience typically must be on the employer’s letterhead, and must include the applicant’s name, job title, description of job duties, dates of employment, hours per week, and signature of the employer, supervisor, or appropriate representative.
Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. CCSF employees will not receive credit for experience obtained outside of their classification unless recorded in accordance with the provisions of the Civil Service Rule 110.9.1/111A.11.2.

Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted.

Verification of required valid licensure/certification typically must be a photocopy of the license/certificate including the name of the issuing agency as well as the name of the license/certificate holder, license/certificate number, and expiration date.


 

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.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 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.

We communicate by email.

You may be contacted by email about this announcement and, therefore, it is your responsibility to ensure that your registered email address is accurate and kept up-to-date.  Also, you must ensure that email from CCSF is not blocked on your computer by a spam filter.  To prevent blocking, you should set up your email to accept CCSF mail from the following addresses: @sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu. You will receive a confirmation email that your online application has been received in response to every announcement for which you apply. You should retain the confirmation email for your records.  Failure to receive the email means that the online application was not submitted or received.

 

Word of advice:

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline.  Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

 

 

Have questions about the application process?

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Stefanie Lim, by telephone at 415-916-6632 or by email at smlim@sfwater.org.

Selection Procedures

Minimum Qualifications Supplemental Questionnaire (Weight: Qualifying)

Applicants will be prompted to complete a Supplemental Questionnaire as part of the online application process. All applicants must complete the Supplemental Questionnaire and it must be submitted with the application by the final filing deadline. The information provided on the Supplemental Questionnaire must be consistent with the information on the application and is subject to verification. Applicant responses to the Supplemental Questionnaire will be used to assist in determining if applicants meet the minimum qualifications for the position.

 

Management Test Battery: (Weight: 40%)

Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication; Conflict Management and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=343. Please note: this examination is only held in San Francisco. A passing score must be achieved on the Management Test Battery to continue in the selection process.

This is a standardized examination and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Management Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Management Test Battery. The Management Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Management Test Battery, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Management Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Management Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire (Weight 60%)

Applicants will be prompted to complete a supplemental questionnaire that must be submitted during the online application process. All applicants must complete the supplemental questionnaire. The purpose of the Supplemental Questionnaire is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas, which have been identified as critical for this position and include, but are not limited to: Knowledge of administrative and management principles and practices, including process and policy development, strategic management; Knowledge of business administration, finance, budget development and human resource management; Knowledge of basic technologies utilized in a utility customer services operations environment; Knowledge of utility customer services operations and functions, including billing and collections, and knowledge of rules and regulations and applicable local, state and federal legislations related to these operations and functions; Ability to lead, motivate and empower employees; Ability to establish and maintain effective working relationships with executive leadership, departmental staff, representatives of other agencies and the public; Ability to identify and analyze issues and complex problems, review related information to develop and evaluate options and implement appropriate solutions; Ability to understand information and ideas presented orally and to verbally communicate information and ideas; Ability to understand and communicate information and ideas in writing

A passing score must be achieved on all exam components in order to continue in the selection process and be placed on the eligible list.

Candidates will be placed on the eligible list in rank order according to their final score.

Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

The department may administer additional position-specific selection procedures to make final hiring decisions.


Certification:
The certification rule for the eligible list resulting from this examination will be Rule of the List.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be 6 months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Count-by-Job-Codes.pdf.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Conclusion

Terms of Announcement:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Requests:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 
http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at: 
http://sfdhr.org/information-about-hiring-process#veteranspreference

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:
http://www.sfdhr.org/index.aspx?page=20#senioritycredit

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.


Exam Type: CPE
Issued: August 30, 2021
Carol Isen
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0941-112091
PUC/SL/415-916-6632

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

 


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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