Water & Sewer Director of Business Operations en City of Tuscaloosa, AL

About the Department

The purpose of this classification is to provide financial, analytical, special project management and business operations management for the Water and Sewer Department.  Work includes preparation and monitoring of assigned budgets, development of rates and fees, performance analysis, conducting research projects, management of financial services and processes, and providing direction and supervision to assigned staff.This position manages and directs the operations of utility services Employee(s) in this class participate as a member of an analytical team supporting the efforts of a customer service-oriented organization, and work in a collaborative manner to foster teamwork, coordination, and financial and analytical support across the department and the city organization.

Position Duties

The following duties are normal for this classification.  The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.   Other duties may be required and assigned.  Specific duties listed may not be required for all positions within this classification but are determined by the normal requirements for the particular position.

Acts on behalf of the Executive Director of Water and Sewer as directed; plans, coordinates, and oversees daily operations and activities; supervises and evaluates assigned personnel as directed; processes employee concerns and problems, directs, counsels, recommends disciplinary action and completes employee performance appraisals.

Plans, organizes, and manages financial and administrative services; provides centralized coordination for departmental financial management, analysis and business operation; provides complex policy administrative support to the Executive Director.

Reviews various monthly and annual revenue collection reports (cash and accrual basis) including monthly revenue analysis reports, fiscal year comparative analysis, delinquent account reports and budget to actual analyses; provides reports to Executive Director of Water& Sewer.

Manages assigned special projects by performing research and analysis, directing the relevant activities and assignments of staff within and outside the department, developing implementation plans, monitoring ongoing implementation efforts and making adjustments as needed, and reporting on results and outcomes of special projects.

Manages and directs the City’s utility billing and related accounting functions, including oversight and performance of all aspects of billing.

Coordinates with Accounting & Finance along with auditors to establish and implement fraud prevention measures and controls.

Maintains a comprehensive, current knowledge and awareness of applicable laws/regulations and new standards in technology; reads professional literature; attends professional training and development; and maintains professional affiliations.

Maintains billing system to ensure utility customers are accurately charged for utility services provided, audits utility billing for accuracy; prepares special reports for auditing purposes; ensures utility billing software provides accurate efficient and reliable service for customers and utility needs.

Acts as steward of a fund(s); maintains a high level of fund management integrity; responsible for all financial aspects of the fund, projects and monitors revenues, expenditures, and fund balances to include all facets of a fund financial; ensures accuracy of annual (and carryover) appropriations; responsible for disclosing to leadership any changes to the annual appropriations; establishes, implements, monitors, and audits reserve policies.
  
 Coordinates preparation of assigned budgets, adjustments to base, carry over requests, and related proposals to city management; conducts budget analysis, develops rate, fee and internal service (replacement) studies and analysis; oversees financial transaction processes and internal service fund contributions/decisions.
  
 Calculates cost of services and recommends appropriate user charges, fees and allocation basis; performs rate studies and analysis; coordinates the work of other staff members supporting these efforts; serves as liaison to finance department and internal auditors, etc.

Exhibits decision-making skills to promptly resolve acute and chronic issues facing the customer service, and billing operations; streamlines, and enhances the quality of all water and wastewater customer service, billing, and collection operations; provides and ensures cost-containment, revenue and disbursement management, and department and employee accountability and responsiveness.

Develops short-range and long-range plans to meet changing business office and customer service needs.

Manages and directs the City’s utility billing and related accounting functions, including oversight and performance of all aspects of billing, servicing customer and accounts, 

Responsible for supervising and overseeing customer billing and support activities and ensuring exceptional customer service delivery; works closely with meter services to ensure accurate monthly meter reads; responds to complex customer inquiries and complaints.

Assumes full management responsibility for all utility services and activities by formulating, implementing, modifying and improving the activities for business; recommends and administers policies and procedures.

Manages the development and implementation of department goals, objectives, policies, and priorities for each assigned service area; establishes, within city policy, appropriate service and staffing levels; and allocates resources accordingly.

Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; assesses and monitors workload, administrative and support systems, and internal reporting relationships; and identifies opportunities for improvement, and directs the implementation of changes.

Manages and participates in the development and administration of the department budget; estimates funds needed for staffing, equipment, materials, and supplies; directs the monitoring and approval of expenditures; and directs the preparation and implementation of budgetary adjustments as necessary.

Coordinates activities with those of other departments and outside agencies and organizations on various issues including those related to utility services.

Responds to and resolves sensitive inquiries and complaints from both internal and external sources. Creates and maintains positive public relations with the general public; responds to calls from the public concerning problems, complaints, or emergency situations; directs questions/problems to appropriate division; resolves complaints as required.

Serves as a liaison between city officials, city departments, department personnel, and other related agencies, boards, businesses, commissions, or groups regarding administrative matters for water and sewer; provides technical expertise.

Attends City Council meetings as required and takes necessary action regarding Council agenda items.

Provides clear and concise information through channels (up and down) as needed to inform subordinates and superiors of significant issues that arise; provide clear written and oral communications on all matters of concern

Analyzes data and plans; compiles technical and statistical information and prepares technical and summary reports.

Conducts research and analysis on policy issues, master plans, methods, service levels, and productivity measures as requested; performs or develops cost/benefit analysis, system analysis, organizational analysis, administrative processes, and rate setting methodology and assessment; may perform and assist implementation; researches and prepares reports on the impact of federal, state, and local legislation on services.

Demonstrates continuous effort to improve operations, decrease work order turnaround time, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Implements data-driven processes to effectively manage and enhance services.

Implements customer service initiatives to create an open for business environment.

Recommends policies and procedures that guide and support the provision of quality services by the department.

Incorporates continuous quality improvement principles in day-to-day activities.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.

Must meet regular attendance requirements.

Must be able to maintain good interpersonal relationships with staff, co-workers, managers and citizens.

Performs other related duties as required.

Minimum Qualifications

Bachelor's Degree in Public Administration, Business Administration, Management, Accounting, Finance, or a related field required; Master’s degree preferred; five (5) years of increasingly responsible professional experience in the field of accounting, finance, utility services, business management, , or related field to include administrative and/or supervisory responsibility; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.     Must possess and maintain a valid driver’s license.

Other Qualifications

The following requirements are normal for this classification.  Specific requirements may not apply to all positions within this classification but are determined by the normal requirements for the particular position.

PHYSICAL REQUIREMENTS: Tasks involve the ability to exert very moderate physical effort in light work of lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 10 pounds). Tasks will involve extended periods of time typing and data entry at a computer workstation. Physical demand requirements are at levels of those for sedentary work. Ability to sit for hours with florescent and incandescent lights.

DATA COMPREHENSION: Requires the ability to compare and/or judge numerical, statistical, and accounting data, understand business and technical processes related to water and sewer provision, and understand forms, reports, maps, procedural manuals, and operational manuals.

INTERPERSONAL COMMUNICATION: Requires the ability to speak with and/or signal people to convey or exchange financial, personnel, and water utility-related information, including giving/receiving assignments and/or directions to/from co-workers, assistants, managers, or supervisors, and effectively communicating with the general public in general and under duress.

LANGUAGE ABILITY: Requires ability to read a variety of financial, personnel, and water utility-related documentation, directions, instructions, and methods and procedures. Requires the ability to write basic job-related documentation and reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others and groups with poise, voice control, and confidence using correct English and well-modulated voice.

INTELLIGENCE: Requires the ability to learn and understand relatively complex financial, accounting, statistical, personnel and water utility-related principles and techniques, to understand departmental policies and procedures and the City Code, to make independent judgments in absence of supervision, and to acquire and be able to expound on knowledge of topics related Water Works business and customer service organization and operations. Requires understanding of use of computer programs, and the ability to comprehend and apply complex Utility Billing and Customer Service software.

VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow verbal and written instructions. Requires the ability to use word processing software.

NUMERICAL APTITUDE: Requires the ability to add and subtract, multiply and divide, calculate decimals and percentages, and determine time. Requires the ability to use spreadsheet software.

FORM/SPATIAL APTITUDE: Requires the ability to visually inspect items for proper length, width, and shape using job related equipment, which may include standard measuring devices.

MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using automated office equipment.

MANUAL DEXTERITY: Requires the ability to handle a variety of items, automated office equipment, control knobs, switches, etc. Must have the ability to use one hand for twisting motion or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DIFFERENTIATION: May require the ability to discern color.

INTERPERSONAL TEMPERMENT: Requires the ability to deal with and relate to people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with complaints, distress, emergency situations, or tight deadlines. The worker may be subject to tension as a regular, consistent part of the job.

PHYSICAL COMMUNICATION: Requires the ability to talk, express, or exchange ideas by means of spoken words and/or hear and perceive nature of sounds by ear.