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Deputy Commissioner Bureau of Customer Services

NYC Department of Environmental Protection


Description
New York City Department of Environmental Protection Deputy Commissioner Bureau of Customer Services

Background: The New York City Department of Environmental Protection (NYC DEP) is one of the largest municipal agencies in the City with the responsibility to protect the environmental health, welfare and natural resources of the City on behalf of its residents and visitors. The agency is diverse, with a number of discreet divisions responsible for managing the water supply for the City as well as enhancing and maintaining the water delivery and sewage removal infrastructures, and upgrading and maintaining the City's 14 sewage treatment plants, among other things.

The agency is primarily funded by the Municipal Water Finance Authority, whose duty is to finance the capital needs of the water and sewer systems for New York City. DEP is responsible for operating and maintaining the system, as well as for collecting the revenues for the Authority. The NYC Water Board which is overseen by the WFA and managed by DEP sets the rates, and the Bureau of Customer Service (BCS) is the division at NYC DEP that bills and collects payment on the nearly 836,000 accounts. BCS also installs and reads meters, verifies their accuracy, inspects the work quality of meters installed by private plumbers, and enforces the City's water use rules. BCS is also responsible for managing water conservation programs for its consumers.

BCS is customer focused, and needs to ensure that bills are accurate and timely. Towards that end, the Bureau runs and maintains a computer system to track the information and produce bills, both for its flat-rate customers and its metered customers. The system, which was installed in the early 1990s and is COBOL based, needs to be evaluated and potentially replaced to meet the needs of the City and its customers as it moves forward. As such, DEP is seeking a smart and committed management professional with experience managing and delivering systems projects to a successful conclusion to become its next Deputy Commissioner at the Bureau of Customer Services.

The Position: NYC DEP is seeking a new Deputy Commissioner, Bureau of Customer Services (DC-BCS), who is a dynamic leader and manager with the power and presence to advocate successfully and passionately on behalf of the program in the New York City community. The position of the DC-BCS is a critical, visible position requiring strong management experience, business and financial acumen, and a successful track record of working with or for government and/or large utilities. In particular, the DC-BCS should be highly knowledgeable, customer focused, flexible and entrepreneurial in dealing with the challenges of changes in government priorities.

The Deputy Commissioner must be a highly intelligent self-starter who shares the Agency's commitment to its core mission. This individual must be able to clearly articulate BCS' purpose and objectives successfully and persuasively to the business, government and local communities, as well as before elected officials and the public. He or she should have proven ability to foster the growth of an organization as well as significant management, business and financial planning and analysis experience. In addition, he or she must demonstrate significant accomplishments and past successes, be hands-on, a strategic thinker, planner and problem solver, and be comfortable with ambiguity and driving change.

The successful candidate will be highly intelligent, skilled at strategic analysis and planning, an excellent communicator (both spoken and written), a hands-on manager, and extremely organized. He or she must be able to work closely with staff at all levels to promote an open, inclusive environment that emphasizes cooperation and teamwork with a minimum of ego. In addition, he or she will be bright, diplomatic, of the highest integrity, and possess sound judgment and interpersonal skills as well as a sense of humor.

Responsibilities:

• Provide leadership to the Bureau of Customer Services, managing the approximately 500 employees and the approximately $32 million expense budget.
• Oversee the billing and collection of water and sewer revenue, including billing DEP’s 836,000 customers, and collect revenue to meet the target, currently at $3.6 billion per year.
• Manage the nation’s largest automated-meter reading (AMR) system; leverage the AMR system to introduce new customer-service improvements.
• Operate a customer call center six days per week to respond to and resolve customer billing concerns.
• Manage the BCS correspondence unit to evaluate initial and second-level billing disputes.
• Manage the water meter replacement program, including the large-meter replacement program which is targeted to replace 36,000 large meters and general an additional $30 million in annual revenue.
• Oversee the operation of DEP’s meter-testing facility, utilizing it to support the meter replacement program.
• Manage, along with the New York City Department of Finance (DOF), the annual lien-sale process which generates approximately $100 million per year in revenue. Work closely with DOF to extend the authorization to see liens.
• Evaluate and potentially replace DEP’s billing and collection system.

Qualifications:

• Bachelor’s degree from an accredited university; advanced degree preferred.
• Excellent leadership, management and team-building skills, including the ability to create change, motivate, align efforts, set goals, delegate and monitor effectively.
• A demonstrated record of success in strategic planning and problem solving.
• Entrepreneurial in spirit and ability to find innovative ways to grow an organization.
• Proven track record of progressive responsibility in a large community, governmental and/or policy, advocacy, nonprofit, or a similarly diverse organization.
• Experience in managing a high-volume customer call center a plus.
• Experience in building and mentoring a high performance management team in a complex organization with demonstrable skill in developing strong teams and collaborations.
• Knowledge of local and state government desired; knowledge of relevant laws, rules, regulations and policies
• Experience in sound management of the finances of an organization of similar capacity and complexity.
• Significant financial management experience.
• Excellent spoken and written communication skills.

Salary is commensurate with experience. For more information about NYC DEP, please visit their website at www.dep.nyc.gov

How TO APPLY:
The New York City Department of Environmental Protection has retained the services of Harris Rand Lusk to conduct this search. Inquiries, nominations, and applications may be directed in confidence to: Jack Lusk, Managing Partner or Anne McCarthy, Senior Director Harris Rand Lusk 122 East 42th Street, Suite 3605 New York, NY 10168 amccarthy@harrisrand.com


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