Job Description - IBTTA



Job Description

Job Title: Toll Operations Manager

Reports To: IT & Toll Systems Director

FLSA Status: Exempt

Department: IT and Tolling

Location: Charlotte, NC – I-77 Mobility Partners (I77MP)

Direct Reports: 1- 5

Summary: I-77 Mobility Partners (I77MP) is seeking an operations manager to set-up and run tolling operations at our technologically advanced, state of the art, Express Toll Lanes project in Charlotte.

The toll operations manager will oversee the design and implementation of the required operational central systems, produce the operational policies and procedures, participate in recruiting the tolling operations staff, and run toll operations activities under the supervision and direction of the IT & Toll Systems Director. Tolling experience is advantageous but not required.

I-77 Mobility Partners (I77MP) is developing the I-77 Express Lanes Project through a contract with the North Carolina Department of Transportation (NCDOT).

Essential Duties and Responsibilities:

• Day to day running of the tolling operations team in accordance with operational policies and procedures.

• Develop, maintain and enhance business policies and procedures for tolling operations, in compliance with the contract.

• Ensure requirements for automated operational central systems are aligned with policies and procedures, and communicated and documented with all third party suppliers in contractual agreements and project documentation.

• Provide oversight of changes/improvements/upgrades carried out by suppliers to operational central systems, including testing of such upgrades.

• Oversee, configure, and continuously improve the full toll transaction lifecycle, from transaction creation to final reconciliation.

• Manage toll operations staff, responsible for efficiently clearing any manually processed transaction queues as part of the transaction lifecycle.

• Closely liaise with teams responsible for field systems, collections, and financial accounting, ensuring data feeds and reports for each group are developed, and operating correctly.

• Interaction with NCDOT to manage the toll transaction collection and reconciliation process, including the tracking and reporting of any delayed payments.

• Ensure accuracy of toll transaction files prepared for collections, evaluating and investigating any adjustments, rejections and file disputes that are received.

• Prepare and present reports relating to operations as required by internal departments and NCDOT.

• Oversee a team of support specialists managing complex customer disputes and requests about toll transactions that cannot be resolved by call center or storefront staff.

• Other tasks as assigned

Qualifications (Knowledge, Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• Bachelor’s degree.

• 5 to 8 years’ experience in operations with automated processes and/or transactional systems.

Professional Qualities:

• Excellent Communication skills.

• Effectively manage tasks, deadlines and individuals.

• Ability to interact with colleagues in a self-managed team structure.

• Must be able to multitask, problem solve, and implement innovative processes within a fast paced environment.

• Display attention to detail.

• Experienced in training, supporting and motivating operational staff.

Computer Skills:

• Must be able to demonstrate computer proficiency, especially as to Microsoft Excel, Word and Power Point and other PC based programs

• Working knowledge of Microsoft Project and Visio

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet.

• Some travel required, may include occasional air travel.

• The employee must occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer

• While performing the duties of this job, the employee is regularly required to talk or hear.

• The employee is frequently required to stand, walk and sit.

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