Process Improvement and Analytics Manager

Job description

Company Description Job Description Housed within the Bureau of Vital Statistics (BVS), the Corrections and Amendments (CAU) Unit is one of the largest public-facing operations within the New York City Department of Health. CAU processes hundreds of thousands of customer requests annually for birth and death records and related documentation, including acknowledgments of parentage, letters of exemplification, pre-adoption records and no-record-found letters. CAU also operates a high-volume public reception area serving hundreds of in-person customers daily and coordinates extensively with city, state, and federal agencies, social service providers, and the legal community. The unit represents one of the most visible points of interaction between New York City residents and the Health Department. Duties will include but not be limited to: Personnel, Training & Performance Management: – Analyze staffing needs, workload distribution, and performance trends to support hiring, backfills, and workforce planning. – Coordinate onboarding processes and evaluate training effectiveness. – Lead coordination of Tasks & Standards, performance evaluations, and probationary reviews using established metrics. – Support supervisors with data-informed performance improvement plans and documentation. Operational Analysis & Program Management: – Independently analyze CAU operational workflows, volumes, processing times, and performance indicators to identify trends, risks, and opportunities for improvement. – Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and long-term operational strategies. – Monitor unit performance against established targets; prepare analytical summaries, reports, and recommendations for leadership. – Lead operational coordination in the Director’s absence, including staff assignments and priority-setting. Data, Research & Process Improvement: – Design, maintain, and analyze operational tracking reports and datasets related to workload, productivity, customer demand, and service quality. – Identify bottlenecks and inefficiencies using qualitative and quantitative methods and propose data-driven solutions. – Develop, test, and evaluate operational and system enhancements, including business rules, workflow redesigns, and technology improvements. – Document research findings, process analyses, and recommendations to support policy, operational, and system decisions. -Assess how AI can be incorporated into unit workflows for enhanced modernization and efficiency. Mailroom & Lobby Operations Oversight: - Assume managerial oversight of the operational workflow for incoming written and electronic correspondence, as well as in-person client requests and inquiries for vital statistics data including the registration, amendment, analysis, and reporting of all vital events in NYC including births, deaths, and terminations of pregnancy. - Utilize customer service metrics to analyze daily operation workflows, response times to client inquiries, the efficiency of staffing models, and overall client satisfaction. - Serve as the Client Escalation Lead by developing and implementing escalation procedures and policies to standardize response efforts to high-priority requests. This process will include but not be limited to: o Performance Evaluation: Evaluating team members' performance and providing feedback o Training and development: Equipping agents with training to handle more complex customer issues o Collaboration: Coordinating with internal teams to facilitate the resolution of escalated issues o Post-resolution review: Participating in review meetings to discuss handling of escalated issues and potential policy changes - Identify trends to drive continuous improvement of the daily operational workflow. Systems, Facilities & Technology: – Work with IT, BVS leadership and vendors to test, troubleshoot, and implement eVital system enhancements. – Develop user acceptance testing plans and document system issues, risks, and functional requirements. – Assess the operational impact of facilities, equipment, and technology issues and coordinate resolution. Compliance, Quality & Continuity of Operations – Monitor compliance with records retention, document security, and regulatory protocols – Collaborate with Quality Assurance staff to analyze incident reports, training outcomes, and service quality indicators. – Support continuity of operations planning and emergency response activities, applying operational analysis during disruptions. PREFERRED SKILLS: – Demonstrated experience conducting operational analysis, program evaluation, or performance monitoring – Ability to independently plan and carry out analytical work and translate findings into operational improvements – Strong quantitative and qualitative analytical skills, including experience with service metrics and reporting – Experience managing or evaluating high-volume, public-facing service operations – Demonstrated ability to support staff onboarding, training, and performance management – Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings – Proficiency in Microsoft Excel and other data tools – Ability to exercise sound judgment in complex, fast-paced operational environments – Experience working with diverse communities and delivering customer-centered public service – Spanish or other language proficiency is a plus Why you should work for us: - Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/) - Benefits: City employees are entitled to unmatched benefits such as: o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-deferred savings program and o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers. - Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home. - Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work. Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise. Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers! The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549. CITY RESEARCH SCIENTIST - 21744 Qualifications 1. For Assignment Level I (only physical, biological and environmental sciences and public health) A master's degree from an accredited college or university with a specialization in an appropriate field of physical, biological or environmental science or in public health. To be appointed to Assignment Level II and above, candidates must have: 1. A doctorate degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and one year of full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization; or 2. A master's degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization; or 3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least a master's degree in an appropriate field of specialization and at least two years of experience described in "2" above. Two years as a City Research Scientist Level I can be substituted for the experience required in "1" and "2" above. NOTE: Probationary Period Appointments to this position are subject to a minimum probationary period of one year. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.