Manager Administrative Services And Customer Experience

Regulatory Services Division Manager

Responsible for management and oversight of administrative functions and data stewardship operations associated with Regulatory Services Divisions, including billing, check processing, license and permit applications, quality control (of data), and customer service duties.

This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

The City of Minneapolis does not sponsor applicants for work visas.

Supervision and Leadership

• Manage the activities and supervise administrative staff who support the Regulatory Services department.
• Supervise staff engaged in computerized record and data entry activities and revenue collection, monitoring work output, accuracy, efficiency and compliance.
• Serve on division and inter-departmental leadership teams to ensure effective communication and collaboration on department initiatives and projects to share information, improve systems and enhance relationships.
• Develop and maintain standard operating procedures and other guides for effective staff training.
• Establish quantitative and qualitative indicators for onboarding and training program success.
• Improve staff capacity by recruiting, training, conducting performance reviews and creating employee development plans.

Administration and Customer Service

• Oversee administrative functions associated with assessments, administrative citations, permits, customer service counter, rental licensing renewals and other billing systems as assigned.
• Provide constituent services by responding to queries, requests and complaints from the public, elected officials and other City staff in a timely manner.
• Prepare and implement 311 scripting and response protocols to meet division needs.

Data Quality, Analytics and Continuous Improvement

• Manage over-all data quality programs and policies and serve as expert resource for the division, working with staff to study, identify, document, improve and implement new and existing business processes and practices as they relate to data quality and infrastructure and over-all organizational efficiencies and responsiveness.
• Coordinate analysis and evaluations of business processes and programs pertaining to data entry and data quality and develop information solutions that improve and enhance processes and over-all business objectives that meet the needs of the operating units.
• Create and perform analysis on activity reports and other performance data to measure productivity and goal achievement, determining areas needing program improvement.
• Lead and support strategic planning, continuous improvement, and employee engagement efforts to improve the effectiveness of Regulatory Services Administrative functions.

Other Duties

• Serve as subject matter expert and member of project teams that support current and future department information technology and finance related issues and systems.
• Oversee pre or post implementation testing of related system function or process, including execution of test procedures, interpretation of results and recommendations on use, modification or correction.
• Coordinate on innovative, effective ways to implement policy directives from Elected Officials.
• Research and establish standards, procedures and techniques for effective and efficient management of records that are consistent and compliant with State and Local retention schedules and regulations.

Minimum Education
Bachelor's Degree in Business Administration, a related field or equivalent

Minimum Experience
Five years of progressively responsible experience in administration or management positions, including:

• three years program analysis and evaluation, customer service, data management and quality control and experience in designing and streamlining business processes
• at least two years supervisory experience

Equivalency
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.

A cover letter and resume are required. You must attach a cover letter and updated resume to your application or your application will be considered incomplete.

Selection Process
The selection process will consist of one or more of the following steps: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.

Background Check
The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.

Drug and Alcohol Testing
All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position.

Union Representation
This position is not represented by a collective bargaining agreement.

Eligible List Statement
The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire one month after it has been established.

Interview Selection
The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.

Knowledge and Skills
Knowledge of the principles and practices of regulatory administration and office management and administration including business processes as well as financial and legal requirements; Knowledge of human resources practices and procedures; Good knowledge of the business processes and organizational development principles related to data quality control and management; Good knowledge of departmental policies and practices, and knowledge of City Ordinances; Skill and knowledge of modern computerized office systems and programs; Excellent verbal and written communication skills, including public speaking, presentation, negotiating and decision-making skills; Ability to explain in non-technical language the principles and practices of City codes used in enforcement to a diverse population; Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds; Ability to analyze and evaluate problems and issues at strategic and management levels; Ability to work under pressure, be organized and meet frequent deadlines; Ability to lead, manage and supervise the work of subordinates.