Director - Business and Automated Systems

Director - Business and Automated Systems

Boston, MA location

 

This position is within the Division of Unemployment Assistance (DUA) in the Department of Workforce Development (DWD).


Duties:

Director is responsible for the development of operational procedures as well as the automation development and testing of UI changes to the UI system. This position manages both business and automated system units. In addition, the selected candidate will:

1. Interpret state and federal Unemployment Insurance (UI) laws, regulations, and policy directives; formulate policy recommendations for approval by the DUA Deputy Director of Benefits; design operational approaches to all major UI claims programs to ensure conformance with federal and state statutory and regulatory requirements and with executive branch policy.
2. Develop new business processes that incorporate technological innovations and streamlined procedures to achieve greater operating efficiency improved quality and better customer service.
3. Formulate and document work procedures for Unemployment Insurance service delivery staff and management statewide using traditional and electronic means,
4. Oversee design and development of training curriculum, content, and delivery of instructional programs to prepare several hundred UI field staff and managers statewide to implement major new UI initiatives.
5. Ensure that program design and work procedures promote achievement of federally established performance standards and agency goals. The systems must be compliant with state and federal laws, agency policies and procedures. Systems must be updated on a timely basis and be "user-friendly".
6. Ensure that the Benefit Payment Automated System, the Wage Reporting System, the Integrated Voice Response Systems (IVR), the Automated Call Distribution Systems (ACD), the Computer Telephony Integration (CTI) Systems, and the Mail Claims Scanning and Imaging Systems are functioning according to user established specifications.


Qualifications:
MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five years of full-time, or equivalent part-time, supervisory or managerial experience in business administration, business management, or public administration.

Preferred Qualifications:
Knowledge of the UI Benefit and Automated System.
Ability to understand, apply, and write the policy, procedures, and standards that govern Unemployment Insurance operations.
Knowledge of Call Center Technology (Interactive Voice Systems, Computer Telephony Integration).
Knowledge of Mail Claims Technology (Scanning and Imaging Systems).
Knowledge of COBOL programming language protocols.
Knowledge of data base structures.
Knowledge of the laws, regulation, policies, procedures governing Unemployment Insurance operations.
Knowledge tolls available to development internet applications.
Ability to analyze current operations.
Ability to prepare flowcharts and diagrams.
Ability to analyze complex problems.
Ability to create, modify Project Plans.
Ability to write concisely to express thoughts in a logical sequence.
Ability to communicate effectively orally and in writing.
Ability to give oral and written instructions in a precise, understandable manner.
Ability to establish rapport and deal effectively with others.
Ability to work independently.
Ability to work in a team setting.
Ability to interpret new state and/or federal laws and regulations so that they may be 'translated' into automated system specifications.
- Experience in managing large projects involving multiple disciplines (e.g., technical, legal and regulatory, business processes, etc.).
- Experience working in a complex organizational structure with multiple lines of authority.
- Proven ability to communicate complex ideas and data effectively, both verbally and in writing.
- Experience achieving goals by managing staff of varying abilities and temperaments in a team environment.
- Experience providing direction to employees over which one has no direct authority.
- Demonstrated ability to work on several large and/or complex projects simultaneously and complete projects within reasonable time frames.
- Experience in a work environment in which priorities shift on a regular basis.
- Ability to take a project from a general concept, through multiple definitional layers, to a workable operational process.
- College degree desired; advanced coursework in project management, human resource management, group process, team-building, and conflict management valuable.

This position is a highly technical position. The incumbent should have extensive knowledge of the UI benefits system.
How to apply:

Step 1. Review the Optional Affirmative Action Form and complete the form if you feel there is information you would like to provide us. The form is located at www.detma.org/detjobs.asp

Step 2. E-mail your Resume with Cover Letter (formatted in MS Word) referencing Vacancy Series (VS) #2006-31-G describing how you meet the minimum entrance requirements. If you are submitting the optional Affirmative Action Form it should be sent with your Resume and Cover Letter. All documents should be sent to: Recruitment@detma.org

TO ENSURE CONSIDERATION, RESUME AND COVER LETTER MUST BE RECEIVED BY 5:00 P.M. (CLOSE OF BUSINESS) ON AUGUST 18, 2006. PLEASE REFERENCE JOB POSTING VS #2006-31-G ON ALL CORRESPONDENCE. Any questions can be referred to:

Human Resources Department - Staffing Unit