Career Opportunity

9177 Manager III, Citations & Permit Processing Section Manager, Finance and IT Division - SF Municipal Transportation Agency

Recruitment: RTF0139291-01120638

Published: September 27, 2023

Accepting applications until: October 13, 2023

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

In addition to submitting your application, you MUST submit the supplemental questionnaire.

Applicants must complete the supplemental questionnaire prior to starting the online application process. Your application will not be reviewed without the completion of the supplemental questionnaire.

APPOINTMENT TYPE: Permanent Exempt - This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

Extended filing deadline to accept additional applications

Application Opening: September 15, 2023

Deadline to Apply: October 13, 2023

Recruitment ID: 139292

Salary: $134,524 to $171,678 annually

Role description

Position Description

The Citations and Permit Processing Section Manager, under general policy direction of the Senior Manager, Revenue Collection & Sales, is responsible for managing and directing the complex operations of the Section with 41 employees and includes a variety of customer facing functions, including an in-person Customer Service Center and Phone Center operations, and processing citation protests, parking permits, payment plan and community service applications, serving an average of 12,000 in-person customers per month. 

In coordination with the Senior Manager of Revenue Collections and Sales, the position is also responsible for the develop and administration of a $6.1 million annual budget and collection of approximately $11.5 million in revenue. The position will also be responsible for the identification, development and implementation of innovative programs and strategies to improve the overall effectiveness as well as organizing new and future resource needs for the Citations and Permits Section and the Agency overall.

Examples of Important and Essential Duties

• Communicates regularly with senior level management regarding the performance of the Section and coordination of efforts with other SFMTA Divisions.
• Develops and administers budget, and forecasts budget needs for staffing, equipment, materials, and supplies.
• Develops, implements, and maintains policies/procedures, administrative monitoring practices, and controls to obtain smooth and effective operations; assists in the identification, development and implementation of division and Agency goals, objectives, policies, and priorities.
• Develops, implements, and maintains procedures and management criteria for operations; evaluates proposed changes to procedures and makes recommendations to support day-to-day operations and improve customer service performance and operating efficiency.
• Directs the allocation of resources to achieve timely outcomes and measurable goals within budget; adjusts plans and programs to meet emerging or innovative programs, while continuing to address major Agency priorities for areas of responsibilities.
• Manages the performance of staff; establishes performance requirements and personal development targets; regularly monitors performance and provides training and coaching for performance improvement and development.
• Receives and analyzes division and Agency reports; directs the preparation of monthly and annual reports; and directs the gathering and analysis of information and reports necessary to document and evaluate processes.
• Recommends and presents final decisions regarding policy, operations, and administrative procedures to Senior and Executive management.
• Responds to customer service escalations and complaints and assists subordinate staff with difficult or unusual assignments; resolves problems and mediates conflicts encountered during daily operations; promotes teamwork and encourages regular communication; informs staff of relevant business issues and their impact on the organization.
• Addresses the most complicated and sensitive of customer inquiries, complaints, and referrals, including assignments for research, tracking of inquiries, and response; ensures the consistent application of relevant statutes, regulations, codes, policies, and procedures.
• Performs other related duties as assigned.

How to qualify

MINIMUM QUALIFICATIONS

1. Possession of a Bachelor’s degree from an accredited college or university; AND

2. Five (5) years of regulatory program experience in an external customer facing environment providing complex administrative policy information and processing transactions and/or applications; AND

3. Including two (2) years of experience managing staff working in a regulatory program in an external customer facing environment providing complex administrative policy information and processing transactions and/or application.

Substitution:

Additional qualifying experience may be substituted for the required education in Minimum Qualifications on a year-for-year basis. One year (2000 hours) of qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes:

1. Applicants must meet the minimum qualifications by the final filing date unless otherwise noted.

2. One (1) year full-time experience is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time experience.

DESIRABLE QUALIFICATIONS

• Experience managing teams of at least 20 employees in complex processing.
• Experience in developing strong teams, establishing clear and measurable expectations, and providing coaching, training, and mentoring.
• Experience identifying, developing recommendations, and leading implementation of program changes to achieve measurable improvements in service delivery.
• Experience using data to establish, monitor and refine metrics for performance evaluation.
• Experience developing and updating policies and procedures.
• Experience effectively utilizing de-escalation techniques when interfacing with challenging customers.
• The ability to understand, interpret, communicate, and apply applicable laws, codes, and ordinances.
• Knowledge of equal employment opportunity principles, regulations, and objectives for application to employment decisions and to ensure an equitable work environment.
• Skilled in the use of common computer applications including Excel, PowerPoint and Word.
• Ability to define issues, analyze problems, evaluate alternatives, and develop sound, independent conclusions, and recommendations in accordance with laws, regulations, rules, and policies.
• Ability to present facts clearly and concisely orally and in writing to including elected officials, executive management, customers, and other stakeholder groups.
• Ability to creatively and effectively utilize existing resources to deliver services based on changing priorities and demands.
• Present proposals and recommendations clearly, logically, and persuasively.
• Use tact and diplomacy in dealing with sensitive and complex issues, situations and concerned people.

What else should I know?

Verification:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found at: https://sfdhr.org/information-about-hiring-process#verification. 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.

Selection Process:

Applications will be screened for relevant qualifying experience.  Additional screening mechanisms may be used to determine candidates' qualifications.  Only those applicants who most closely meet the needs of the Agency will be invited to move forward in the selection process.

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

For questions or inquiries, please contact the analyst, Tracy Pon at Tracy.Pon2@sfmta.com.

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.