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This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program

Description

The City of Richmond Department of Public Utilities is seeking a qualified candidate to fill the Program and Operations Supervisor, Senior position for the Special Billing unit in the Customer Service Division. This position will lead the front-line team responsible for the day-to-day operations of specialized billing functions, including high-volume commercial and industrial accounts, stormwater billing, soil and erosion billing, portable meters, and automatic payment programs.

Duties include but are not limited to

Managing and leading the staff within the Special Billing Division.
Overseeing billing accuracy, timeliness, and compliance while reducing financial risks and optimizing process efficiency.
Ensuring the highest standards of accountability in billing practices and proper implementation of policies.
Serving as liaison between senior leadership, field operations, and data analytics to ensure alignment of billing processes with organizational goals.
Establishing and developing SOPs; implementing and managing KPIs for billing accuracy, timeliness, and exception resolution.
Providing policy support and program/project administration requiring independent evaluation and analysis of billing-related issues.
Analyzing complex billing issues to facilitate decision-making; managing city-wide billing programs or projects; serving on inter- and intra-departmental committees and task forces; drafting and revising policies and procedures.
Leading frontline and or supervisors, assigning and monitoring work completion for professional and paraprofessional billing staff. Duties for supervisors include conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.
Investigating and responding to high-level inquiries received from the Mayor's, CAO's, DCAO's or Director's Office regarding complex billing matters.
Overseeing data gathering, compilation, advanced analysis, and development of recommendations and reports related to special billing accounts and exceptions

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

Bachelor's degree in business or public administration, or field related to assignment
Five years of journey-level professional experience in area related to assignment
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED TRAINING AND EXPERIENCE:

A Master's degree in business, public administration, or field directly related to assignment may be preferred
Two to three years of paraprofessional experience in an area related to the assignment, such as assisting with program or project administration, management analysis, Financial operations, and field service order completion.
Four years of customer service/call center/administrative experience.
Call center operations, trends, and supporting technology infrastructure.

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire.

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

Thorough knowledge of computer programs such as Microsoft Office Suite, Adobe Acrobat Electronic, electronic databases and related software applications.
Accounting, budgeting, accounts payable/receivable
Computer programs such as Microsoft Office Suite
Cultural development
Data analysis
Data management
Electronic databases and related software applications (such as RAPIDS financial system, EIS eXpress reporting/ GL Connect)
Federal regulations pertaining to assigned area
Laws and legal procedures related to focus area
Evidence Based Programs
Project management
Rule Based Applications
Surveillance services, including GPS

Skills (some combination of the following):

Communicating and coordinating with various internal and external departments
Presentations, both creating and presenting
Creating and implementing policies and procedures
Gathering and interpreting data routinely
Interpreting and applying federal regulations for programs
Managing contracts, projects, data, and reports
Overseeing daily accounting and procurement functions
Overseeing the financial and operational aspects of programs of focus
Supervising including conducting performance evaluations, and mentoring
Understanding a program's intent and application
Oral and written communication

Abilities (some combination of the following):

Ability to gather and compile data, analyze and aggregate data, develop recommendations and reports based on data and communicate results of analyses and recommendations to leadership.
Demonstrated ability to problem solve, plan, prioritize, multi-task and manage time effectively
Grasp the comprehensive scope of a project while still attending to details
Organize
Set timetables, achieve milestone, track progress, and take corrective actions

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; and occasionally climb, stoop, crouch, reach, stand, walk, push, pull, lift, finger, grasp, and feel. The working conditions may include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be light work, exerting up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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