Municipal Service Division Manager (Utility Billing, Revenue Collection and Customer Service)

City of Santa Clara, CA
November 19, 2023
Santa Clara, CA
Job Type


The Position:
This is a managerial position in the Unclassified Service responsible for managing the Municipal Services Division of the Finance Department which includes Utility Billing, Revenue Collection, Cashiering, Utility Customer Service, Meter Reading, Utility Field Service, and Business License Tax Customer Service and Field Service. An incumbent in this classification exercises independent judgment and discretion, manages employees, provides customer service, leads projects, and formulates administrative policies for the effective use of assigned personnel.

As a member of the City's Unclassified Service, this is an "at will" position. The incumbent serves at the discretion of the City Manager. An incumbent in this classification: demonstrates strong ethical, professional, and service oriented leadership and interpersonal skills; sets a good example; and correctly applies the tenets of the City's Code of Ethics and values.
Typical Duties

Each position in this classification may not include all the duties listed below, nor do the examples cover all duties that may be performed.
Under general direction:
• Plans, develops, coordinates, and manages the activities of the Municipal Services Division of the Finance Department;
• Oversees the work of staff employed in maintaining and servicing utility accounts, receiving and processing utility service applications, including performing service calls, reading meters, evaluating and processing credit data, processing daily billing transmittal for bill generation and mailing, answering inquiries regarding business tax procedures and code requirements, receiving and receipting of monetary transactions, daily bank deposit, and resolving customer complaints;
• Recommends for selection and termination, trains and assigns staff, assigns, coordinates and reviews work of staff;
• Manages several complex on-line computer systems;
• Conducts research and analysis of complex technical issues; evaluates options and makes recommendations for action; prepares staff reports and recommendations;
• Processes all bankruptcy claims;
• Prepares and files various State and Federal reports;
• Prepares and submits Division budget and monitors expenditures of the approved budget;
• Coordinates Division operations with other City divisions and departments;
• Acts as key person in coordinating customer service between Finance and the City owned utilities;
• Maintains liaison with other public and private agencies;
• Acts as liaison between the City's Finance/Municipal Services Division and the City's contracted Information Technology vendor to coordinate all requests from other City departments to ensure the timely processing and dissemination of requested information;
• Negotiates and coordinates numerous contracts; and
• Performs other related duties as assigned.

Minimum Qualifications

• Graduation from an accredited college or university with a Bachelor or Master Degree in Business or Public Administration with an emphasis in finance or an approved related field; and
• Five (5) years of increasingly responsible financial experience, two of which must have been at a managerial level.
• Experience must include management of a variety of financial and administrative and customer service activities involving financial analysis, data and automated systems administration, and budget management.

Desirable Experience:
• Experience with utility billing and revenue collection is highly desirable.

Desirable Academic :
• A CPA is desirable.

The following is required at time of application and for the duration of employment:
Possession of a valid California Class C driver's license is required.

Must be able to perform all of the essential functions of the job assignment.
Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of Santa Clara will not sponsor, represent, or sign documents related to visa applications/transfers for H1B or any other type of visa which requires an employer application.

Incumbents in this position are required to file a Conflict of Interest statement upon assuming office, annually and upon leaving office, in accordance with City Manager Directive 100.

Additional Information:
You must answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applications must be filled out completely (i.e. do not write "see resume or personnel file."). To receive consideration for the screening process, candidates must submit a 1) Cover Letter and, 2) Resume. Incomplete applications will not be accepted. Application packets may be submitted online through the "Apply Now" feature on the job announcement at .

Applications must be submitted by the filing deadline of December 8 at 4:00 PM. If you are interested in applying you are encouraged to apply as soon as possible, before the position is closed.

The City of Santa Clara is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of Santa Clara is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at (408) 615-2080 or .
Knowledge, Skills, and Abilities

Knowledge of:
• Utility billing and business taxes subject matter;
• Customer service practices, including billing, credit and collection;
• Effective leadership and management principles and practices;
• Principles of organization and management, including conflict resolution, and employee development;
• Research methods and statistical analysis;
• Problem solving and conflict resolution practices and techniques;
• Office safety practices, procedures and standards; and
• Principles and practices of budgeting (operating and capital), communication, contracting, information technology, project management, outreach, performance standards, and records management, and the use of resources to achieve outcomes and expectations.
Ability to:
• Provide the leadership and management of the department through coaching, enabling and facilitating employees working in a team environment;
• Create a culture that is conducive to change and that is able to select, recruit, retain, develop and motivate a skilled and talented workforce where everyone knows their mission, role, and job;
• Establish clear goals and objectives in order to create an organization that delivers excellent customer service through ethical leadership standards, establishes an atmosphere of respect for employees consistent with the City's Code of Ethics and Values;
• Oversee the training and redevelopment of key division management members, such as, first line supervisors.
• Prepare clear, complete, accurate, concise, and logical written and oral reports;
• Communicate a strong positive vision of the division;
• Researches, compiles and analyzes technical and financial studies;
• Exercise good judgment in structuring and organizing work and setting priorities, balancing the interests of the City and constituents, and readily readjusting priorities to respond to current and future needs.
• Effectively manage and utilize on line management information systems;
• Analyze and interpret laws, rules, regulations, and departmental policies;
• Prepare accurate accounting and statistical reports;
• Effectively utilize various PC applications including spreadsheets, databases, and presentation software programs;
• Apply the principles and practices of budgeting and financial operations to municipal government;
• Interpret a variety of operating reports and statistical information; and
• Bend, stoop, reach, carry, crawl, climb, and lift as necessary to perform assigned duties.

City of Santa Clara Benefit Summary Overview for Bargaining Unit #9
Miscellaneous Unclassified Management

This summary provides a brief overview of the City of Santa Clara's benefits available to Bargaining Unit #9 employees in 2023. In the event of any conflict between the information in this summary and the applicable official plan documents, City Manager's Directives (CMDs), Personnel and Salary Resolution, or Memorandum of Understanding (MOU), the applicable official plan documents, CMDs, Personnel and Salary Resolution, or MOU will prevail over this summary. Benefits are subject to change.


  • Membership in the California Public Employees Retirement System (CalPERS)
    • Classic Employees: 2.7% @ age 55 formula -employee pays 8.00% of gross pay, minus $61 bi-weekly
    • New Employees: 2.0% @ age 62 formula - employee pays 7.00% of gross pay

Medicare and Social Security (FICA)

  • Employee pays 6.20% up to $9,932.40(Social Security) and 1.45% (Medicare) of gross pay

Health Insurance:

  • City contribution up to $1827.48/month, based on enrollment in a CalPERS health plan
  • Employees electing health coverage with premiums above the City health contribution will pay additional premium costs from salary on a pre-tax basis
  • Coverage is effective the first of the month after date of hire
  • If an employee enrolls in a plan with a premium that is less than $946.86/month, they will be paid the difference in cash
  • An employee hired on or after 1/1/2023 is eligible for a cash-in-lieu benefit of $250/month if they sign an annual attestation and provide proof of Alternative Required Coverage for themselves and their Tax Family, if applicable. Contact Human Resources for more details

Dental Insurance:

  • Choice of two Delta Dental plans; enrollment is mandatory
  • City pays lowest cost of employee only plan ($22.22 for 2023); additional cost is paid by employee
  • Coverage is effective on the first day of the month following three full calendar months of employment

Vision Insurance:

  • Choice of two VSP plans
  • City pays the lowest cost employee only plan ($9.00 for 2023); additional cost is paid by employee
  • Coverage is effective the first of the month after date of hire

Voluntary Employee Beneficiary Association (VEBA):

  • City contributes $50.00 a month toward employee's VEBA account. Account funds may be used to pay for qualified medical expenses after separation from the City and after age 50 (pre-tax)
  • If account balance is less than $2,000 upon separation, then account funds can be used immediately

Life Insurance:

  • City pays for $50,000 of Basic Life Insurance coverage. Employer premium is $9.55/month
  • Coverage is effective the first of the month after one calendar month of employment
  • Additional optional insurance may be purchased by the employee for the employee, spouse, domestic partner, and/or dependent children

State Disability Insurance (SDI):

  • Employee pays 0.9% of gross pay; max deduction of $1,378.48 (includes Paid Family Leave)
  • 7 day waiting period. Maximum benefit is $1,620/week for absences due to non-work related injuries/illnesses. Benefit is based on earned wages in a specific 12-month period

Paid Family Leave (PFL):

  • Up to 8 weeks of benefits within a 12-month period to care for a family member or to bond with a new child
  • No waiting period. Minimum benefit is $50/week. Maximum benefit is $1,620/week. Benefit is based on past quarterly wages

Long Term Disability (LTD) Insurance:

  • Benefit is 60% of basic wage up to $13,333; max $8,000/month
  • City paid benefit. City pays $.207/$100 of insured earnings
  • 60 calendar day waiting period
  • Coverage is effective the first of the month after one calendar month of employment

Deferred Compensation:

  • Voluntary plan through Nationwide Retirement Solutions
  • Employee may contribute up to the lesser of $22,500/year or 100% of gross compensation into a pre-tax 457(b) account or a post-tax Roth 457(b) account (or a combination of the two accounts) subject to IRS rules.Employees over 50 years of age may contribute up to $30,000/year

Flexible Spending Account (IRS Section 125 Plan):

  • Employee may contribute up to $3050per year in pre-tax dollars to a health care spending account
  • Employee may contribute up to $5,000 per year in pre-tax dollars to a dependent care spending account
  • Employee may contribute up to $300per month in pre-tax dollars to a commuter benefit plan


  • Vacation is accrued bi-weekly, cannot use vacation during first 6 months of City service
    • For 1 - 4 years of service: 10 days (80 hours)/year
    • For 5 - 9 years of service: 15 days (120 hours)/year
    • For 10 - 15 years of service: 21 days (168 hours)/year
    • For 16 - 20 years of service: 22 days (176 hours)/year
    • For 21+ years of service: 24 days (192 hours)/year

Maximum accrual is 480 hours Once per year, employees can elect to convert up to 80 hours of accrued vacation to cash to be paid out in up to two cash-outs the following calendar yearSick Leave:

  • Sick leave is accrued bi-weekly for equivalent of 96 hours per calendar year with no maximum accrual
    • Up to 48 hours/year of accumulated sick leave may be used for family illness
    • Up to 32 hours/year of accumulated sick leave may be used for personal leave

Employee may convert sick leave to vacation once per calendar year (annual maximum conversion is 96 hours sick to 48 hours vacation) Partial sick leave payoff provision on retirement depending on years of service and sick leave cap (balance as of 01/01/2004 plus 1,500 hours)Management Leave:

  • 120 hours of management leave credited to employees each January 1st
    • New employees hired between January 1st and June 30th receive 120 hours of management leave their first year
    • New employees hired between July 1st and December 31st receive 60 hours of management leave their first year

Unused management leave may be carried over from one calendar year to the next; however, an employee may never have more than 240 hours (calendar years 2021 through 2024) of "banked" management leaveHolidays:

  • Seventeen paid eight-hour holidays per year (13 & 4 holidays between 12/25 to 1/1 of following year)

Mobile Communication Device Allowance:

  • $80/month in lieu of carrying a City-issued cell phone

Auto Allowance (an alternative to mileage reimbursement or use of a City vehicle):

  • Department Heads receive $320/month (up to $520, with City Manager approval). Other Unit 9 employees can receive $200/month (Up to $500 with City Manager approval)

Tuition Reimbursement Program:

  • Up to $2,000 per fiscal year for tuition reimbursement. See CMD 26 for details

Employee Assistance Program:

  • Confidential counseling to employees and dependents. Up to maximum of five (5) consultations per family member per incident per year; City paid premium is $4.03/month
  • Employees may call Managed Health Network (MHN) confidentially at 1-800-227-1060

Retiree Medical Reimbursement Program:

  • Employees who retire from the City with at least ten (10) years of service shall receive reimbursement to help cover retiree single health insurance premiums. The reimbursement maximum includes the PEMHCA minimum.
  • Up to age 65, retirees are eligible for reimbursement up to $406/month in 2023(amount adjusted annually)
  • After age 65, retirees are eligible for reimbursement up to $243/month in 2023(amount adjusted annually)

Alternate Work Schedule:

  • An employee shall be eligible to work a 9/80 alternate work schedule according to the conditions, criteria, and requirements set forth in City Manager's Directive 71. Requests to work a 9/80 schedule shall be made through or by the Department Head to the City Manager. The City Manager must approve the schedule and the City Manager or Department Head (for employees other than Department Heads) may terminate the schedule at anytime.

Closing Date/Time: 12/8/2023 4:00 PM Pacific

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