Service Center Manager (DMV)

This mid-level management position is located in the Department of Motor Vehicles (DMV), Driver Services Administration. The position serves as the senior manager of a DMV customer service center or facility, with primary responsibility for ensuring the integrity, effectiveness, efficiency and quality of customer service provided by DMV employees. The Service Center Manager provides leadership and has primary responsibility for the activities that support driver and vehicle services. The incumbent is expected to demonstrate initiative, creativity, and sound judgment when planning, developing, and implementing an approach to be taken or methods to be used. DUTIES AND RESPONSIBILITIES Manages, monitors, reviews, and evaluates the daily operation and performance of the service center operations of legal compliance, accuracy, efficiency, and customer service. Develops and implements operational policies, procedures, processes for the driver license issuance, non-driver identification, permit control, driver records, titling, registration, vehicle inspection, and emission operations. Reviews internal control systems for compliance with established procedures and standards. Take measures to correct deficiencies in productivity, accuracy, effectiveness, and customer services. Ensure internal control systems to ensure protection against fraud, waste, abuse, and mismanagement. Aggressively promotes the integrity of the service center, administration and department. Responsible for the development and refinement of procedures to improve systems for the administration. Analyzes and evaluates operational problems identified through reports, quality reviews, assessments and various complaints from groups or individuals to determine causes and develop solutions Keeps abreast of key agency policies and priorities likely to affect the service center. Ensures that activities and services reflect management policies. Participates as a member in management meetings and on committees. Make presentations to various agencies, committees and others concerning the operations of the service center. Ensure that employee development plans are established for staff of the service center, including, but not limited to comprehensive on-the-job training for all employees, and external training opportunities and cross training to enhance their professional growth and development. QUALIFICATIONS AND EDUCATION Specialized Experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, applicants must have one (1) year of specialized experience equivalent to at least the next lower grade level in the line of progression. LICENSES AND CERTIFICATIONS None WORKING CONDITIONS/ENVIRONMENT Work is performed in an office setting, which has adequate light, heat and ventilation. The work is primarily sedentary, however, there may be walking or standing for periods of time. May include regularly scheduled weekend hours. OTHER SIGNIFICANT FACTS Tour of Duty: Rotating Shifts, Tuesday to Saturday Pay Plan, Series, and Grade: MS-0301-13 Promotion Potential: No known promotion potential. Duration of Appointment: Career Service Permanent. Collective Bargaining Unit (Union): This position is not in a collective bargaining unit. Duration of Appointment: Management Supervisory Service (MSS): At-will employment applies to the MSS. All positions and appointments in the MSS serve at the pleasure of the appointing authority and may be terminated at any time with or without cause. EEO STATEMENT The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor. #J-18808-Ljbffr