Manager of Taxation and Payment Processing

Overview

This position reports to the Director, Revenue Division and manages the taxation and payment processing team within the revenue division, overseeing all property tax billing, including payments in lieu of property taxes, and payment processing for property tax, utilities, and miscellaneous receivable accounts. This role involves developing, recommending, implementing, and monitoring policies and procedures related to these functions. Additionally, the position supervises the assessment base management function, including reviewing and appealing property assessments from the Municipal Property Assessment Corporation. The role contributes to the City’s budget and reporting processes by providing guidance and oversight on account reconciliations and working paper preparation. The position is also responsible for identifying, leading, and executing complex projects aimed at improving departmental efficiency and enhancing the overall customer experience for the city’s residents. The successful candidate will require excellent interpersonal, communication and negotiation skills.

Responsibilities

Leadership and Team Management

• Directly manage the work of 7 to 8 staff including two designated staff with primary responsibility for their hiring, training, directing, and performance management.
• Promote a safe, compliant, and customer focused work environment.
• Set priorities, develop work plans, motivate, and work with staff to ensure the Divisional goals and objectives established by the Director are met.
• Provide support and direction to staff regarding complex or challenging situations which require supervisory decisions.
• Ensure a customer service approach is taken in support of other City divisions.

Operations and Financial Management

• Responsible for managing the billing of property taxes for the residents of the City.
• Provide expertise in interpreting complex property tax legislation and analysis, ensuring compliance and consistency for all taxpayers.
• Approve tax adjustments, rebates and deferrals in accordance with applicable legislation, policies, agreements, etc.
• Report and formulate tax policies and by-laws in accordance with legislation and Council directives.
• Responsible for the administration of the property tax roll and billing in accordance to by-laws and legislation.
• Ensure compliance with legislation (Municipal Act, Assessment Act, GAAP, etc.).
• Contribute to budget preparation, financial reporting, and Council reports.
• Manage all payment processing related functions for property tax, utilities, and miscellaneous receivable accounts, including developing, recommending, implementing, and monitoring all related policies and procedures.
• Responsible for the review and management of all accounts receivable and cash receipts functions, including collection and cash handling activities.
• Deal with difficult customers; diffuse escalated situations; and resolve customer issues in a diplomatic, professional, and empathetic manner.
• Provide backup for the Manager, Billing and Customer Service in the absence of that incumbent.

Project Management and Continuous Improvement

• Lead and deliver complex projects to improve efficiency and customer experience.
• Identify opportunities for process automation and service enhancement.
• Collaborate with internal stakeholders across departments.
• Provide strategic input on corporate initiatives impacting revenue services.
• Monitor and report on project progress, risks, and outcomes.

Assessment Base Management

• Manage all hearings and meetings related to the Assessment Review Board, to protect assessment integrity and minimize losses.
• When required, act as the City’s representative at Assessment Review Board hearings.
• Report to Council on tax and assessment related matters.
• Ensure the integrity of the City’s assessment roll including working with MPAC to maximize integrity and growth.
• Responsible for overseeing assessment services for all City Departments. This includes the development of programs necessary to preserve and enhance the assessment base, the approval of all assessment and tax adjustments that may or may not result in changes to the assessment base and appealing properties in the City that are incorrectly assessed.
• Perform other duties as assigned.

Education

• Minimum 4-Year Honours Degree in a related field (e.g., Business Administration, Economics).

Experience

• Minimum 4 years of related experience.
• Experience in a municipal or not-for-profit setting is considered an asset.

Additional Requirements

• Canadian Chartered Professional Accounting (CPA) designation.
• Municipal Tax Administration Program (MTAP) from the Ontario Municipal Tax and Revenue Association (OMTRA) preferred.

Knowledge, Skills, And Abilities

• Superior communication skills, both written and oral. This position will need to communicate information in a way that can be easily understood by other City staff, Council, and the public.
• Demonstrates strong leadership and inter-personal skills in order to direct, develop, motivate and support staff in achieving short- and long-term goals and objectives.
• This role offers the opportunity to work collaboratively on-site at City Hall, fostering strong team connections and in-person service excellence. Remote work is not available for this position.
• Reliable with a good attitude and employment record.

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