JOB TITLE: DRIVER LICENSE REGIONAL MANAGER

JOB CODE: 71043

SERIES NATURE OF WORK: The Driver License job series describes work in the issuance of driver’s licenses in the Pennsylvania Department of Transportation.

DEFINITION: This is managerial work in the administration of the driver licensing program for a region in the Department of Transportation.

An employee in this job is responsible for directing subordinate managers and supervisors in the administration of the driver licensing program for a region. Work is differentiated from the Driver License District Manager by responsibility for all driver licensing activities in a region including supervision of multiple district managers and issues. Work involves resolving and investigating the highest level of issues concerning identity, customer service, residency, legal presence, and licensing and ensuring adherence to all federal and state laws and regulations. Work involves establishing and implementing goals and objectives to improve the efficiency and effectiveness of the program and reviewing work schedules. Work also involves ensuring all subordinate managers are utilizing customer service, service recovery, and employee development skills to ensure that employees are properly trained, and customers receive fair and equitable treatment in a timely and accurate manner. Supervision is exercised over Driver License District Managers and staff. Work is assigned in the form of general objectives and is reviewed by a higher-level manager for adherence to policy and procedures.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Manages the driver licensing program for a region.

• Ensures all driver licensing program enhancements are implemented effectively and consistently within an assigned region.

• Attends training and trains staff, contractors, and partners on identity verification, driver licensing laws, and regulations related to fraud and on commercial and non-commercial driver licensing program enhancements, to upgrade and maintain required knowledge and skills.

• Resolves the highest level of situations regarding identification fraud and verification of non-US citizens; examines, researches, and investigates provided identity and residency documents to determine legal presence and authenticity.

• Resolves the most complex Driver License Center facility and customer issues in conjunction with driver license facility management and district managers.

• Reviews and conducts various audits of Driver License Center activities and addresses any deficiencies.

• Creates, reviews, and analyzes a variety of reports, such as regional recaps, equipment, wait time, customer service audits, override, and production to evaluate program effectiveness and efficiency.

• Monitors wait time and next available driver test reports and determines when complement adjustments are necessary to ensure efficient operations.

• Recommends revisions of policies and procedures and program enhancements to the Statewide Operations Manager and the Driver License Division Chief.

• Interprets legislative and regulatory changes and identifies impacts on the driver licensing program.

• Operates a motor vehicle during the administration of an on-road driver test.

• Performs the full range of supervisory duties.

• Employees in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the laws and regulations governing the operation of a motor vehicle.

• Knowledge of the principles and practices of management in a customer service environment.

• Knowledge of the principles and practices of supervision.

• Knowledge of the principles and practices of effective customer service.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to read, comprehend, and interpret written materials.

• Ability to analyze and interpret legislative changes and the impact on driver license operations.

• Ability to operate motor vehicles.

• Ability to follow oral and written instructions.

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Five years of experience obtaining, evaluating, and providing information to the public including two years of supervisory experience over customer service providers;

or

• An equivalent combination of experience and training which includes two years of supervisory experience over customer service providers.

SPECIAL REQUIREMENTS:

• All positions require an active Pennsylvania non-commercial Class C Driver’s License or equivalent and twenty-one years of age at the time of application.

• All positions require no suspensions or revocations of a driver’s license during the five year period immediately preceding employment.