Assistant Revenue Unit Supervisor

Description

About the Role

Reporting to the PATH Revenue Operations Manager, the selected candidate will assist in supervising the operation and administration of the PATH Revenue Unit. This position will be involved in all facets of the Revenue Unit operations, including the SmartLink and TAPP Customer Service Centers, and the Revenue Collection Facility.

This is a non-represented, overtime-eligible position that requires a flexible schedule and, overtime to ensure service needs are met. Candidates must be willing to work various tours, including early mornings, nights, weekends, and holidays. The incumbent will be required to be on-call during off hours and could need to report on site quickly, as needed, during events such as inclement weather fare system related issues, or special events. Work schedules can fluctuate from week to week and tours and days off can vary.

• This is an operational role that requires on-site attendance, climbs stairs and carries heavy items, including cash and coin boxes.
• The incumbent will ensure the secure and accurate collection and reconciliation of all PATH and NYCTA revenues, oversee production and release of PATH fare cards and tickets, and the serviceability of fare collection equipment.
• Supervise represented and contract employees in the Revenue Facility their daily duties, including the collection, security and reconciliation of revenues and servicing of fare collection equipment. While representing the Revenue Unit Supervisor, as designated, in matters involving PATH Revenue Unit operations
• Make daily, short, and long-term decisions regarding the proper and timely collection of PATH revenues, including manpower needed to accomplish the task. Assist in creating job schedules and administer vacation picks that meet the needs of service. Coordinate with PATH Trainmasters for the routing of collections from station vaults.
• Oversee the shipment of revenue to the bank; work directly with outside agencies, I.E., Armored Car Co., Bank, and others as needed.
• Ensure industry best practices and audit procedures are followed in the collection, transport, manifest and reconciliation of all fare collection system revenues, fare media and controlled documents.
• Ensure timely response to any emergencies that involve the PATH fare collection system, related equipment, and other Revenue Unit staff issues. Coordinate with Police and other PATH divisions to ensure the highest level of availability fare collection equipment.
• Work with Comptroller's Revenue Accounting, Treasury and Audit Divisions, regarding PATH revenue. Promptly notify stakeholders of any issues that arise.
• Coordinate with Structures & Facility and PAPD for servicing and repair of fare collection equipment.
• Verify the accuracy and security of vending machine cash audits, ensuring adherence to procedures.
• Assist the Revenue Unit Supervisor in reviewing the performance of staff, recommending appropriate development training. Administer Absence Control Program for Revenue Unit staff, including conducting of Attendance Reviews for employees.
• Assist the Revenue Unit Supervisor in creating the budget and business plan for the Revenue Unit, and monitoring budget performance. Order supplies and materials as budgeted.
• Facilitate and embrace the future implementation of new fare collection equipment, including modification of procedures and training staff. Utilize technological advancements and lead staff in this change process.
• Under the direction and guidance of the Revenue Unit Supervisor, the incumbent supervises the daily activities of the SmartLink and TAPP Customer Service Centers.
• Oversee training; ensure preparation and updating of procedure manuals. Develop staff through continuous training and mentoring programs.
• Ensure proper administration, contract compliance and record keeping for contracts, while optimizing personnel and other resources. Review and develop contract specifications and ensure timely renewal. Assist the Revenue Unit Supervisor to establish criteria, develop functional requirements, and review contract specs for contract services, as needed.
• Analyze and investigate unusual circumstances associated with fare collection system and websites. Work with internal and external colleagues for timely resolution to problems, and to ensure quick dissemination of relevant fare-system related or travel information to passengers and internal stakeholders through a variety of communication channels.
• Manage Electronic Transit Benefit and business to business sales programs. Ensure timely financial deposits by providers and uploading of benefits to patron Transit Accounts within the terms of the agreements.
• Provide in-person support at various PATH stations for fare media sales and customer account management services.
• Compile and analyze financial reports related to the fare card programs. Prepare detailed monthly operational reports, utilizing various applications.
• Provide timely response to PATH credit card chargebacks, taking appropriate action to limit revenue loss.
• Control fare media inventory for sales associated with all sales channels, including business to business. Maintain adequate inventory of card and ticket, reconciling monthly. Ensure rotation of card and ticket stock and availability at all times.
• Monitor Customer Service Center emails, develop and revise standardized responses ensuring passenger questions are answered in a clear and concise manner. Recommend required updates to websites and recommend enhancements for improved workflow and service initiatives.
• The foregoing is not exclusive and is not meant to describe all those duties that may be assigned.

• Bachelor's Degree in Accounting, Business, Management or Information Sciences combined with a minimum of one (1) year work experience as a Supervisor OR Associates Degree in relevant field combined with a minimum of three (3) years work experience as a Supervisor.
• Advanced knowledge of Excel, including use of macros and pivot tables is required.
• Must be able to lift 50lbs, push 300+ lbs., bend, and stand for long periods of time. Exposure to high noise levels.
• Must possess ability to work rotating shifts (early am, pm, midnight, weekends, holidays, and overtime) and perform emergency duties with little notice; ability to work in outdoor and industrial environments that are subject to inclement weather, direct contact with the public, and outside areas during active train service.
• Demonstrated mathematical ability, along with interpersonal skills, and the ability to clearly communicate with the colleagues and the general public with courtesy and professionalism.
• Strong leadership skills exhibited by strong interpersonal and negotiating skills, as well as ability to initiate decisive action. The ability to communicate clearly and concisely (both written and verbal).
• Proficient in the use of various computer programs such as Microsoft Word, Excel and PowerPoint. Advanced knowledge of formulas and pivot tables in Excel desired.
• The ability to supervise a diverse staff, including represented and contract staff. Must be able to work well with others and foster a collaborative team environment.

• Considerable standing and walking, including climbing stairs. Exposure to outdoor weather conditions and train station environments. Must have flexibility to work hours per the needs of service, including covering open shifts.

• The ideal candidate will present the following profile:
• This position requires several skills and abilities to perform the required duties, including the ability to supervise a large and diverse staff, articulate communications concisely (both written and verbal), analyze data, work independently and motivate others.
• Demonstrate high integrity and conscientiousness
• Extensive problem-solving skills. The ability to quickly develop and implement alternative courses of action in an innovative and creative manner. Ability to oversee the resolution of technical and compliance issues.
• The ability to identify, select and train, entry-level staff; ability to continually cope and handle various situations
• The applicant should possess a thorough knowledge of PATH Operations, PA/PATH Accounting and Auditing procedures, PATH revenue collection process, PCI compliance and budgeting procedures and practices.
• Must be able to read and interpret reports to determine service needs of vending machines and consumables in station vaults.
• Experience in servicing and working knowledge of how fare equipment works, working familiarity with PATH Revenue Operations or similar experience in a financially secure environment.
• Extensive problem- solving skills, including the ability to quickly develop, communicate, and implement alternative courses of action.
• The ability to utilize various computer applications, learning new systems quickly. Thorough knowledge of Microsoft Outlook, Excel and Word.
• Previous experience supervising union represented staff. Familiarity with Generally Accepted Accounting Procedures (GAAP)