Manager, Customer Service

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**Title**:Manager, Customer Service & Assessment**:

- Job Close Date: Feb 12, 2025

**File Number**:

- 2086**Employee Group**:

- Mgmt Non Union**Service Area**:

- Finance Supports**Division**:

- Financial Services**Job Type**:

- Full-Time Permanent**# of Openings**:
1

**Summary of Duties**:
Reporting to the Division Manager, Taxation and Revenue, the Manager, Customer Service and Assessment is responsible for the management of municipal issues related to property assessment, resultant assessment appeals and tax appeals, rebate programs and special charges, as well as daily operation of the public information unit responsible for taxation and property assessment.

**Work Performed**:

- Provide leadership in the coordination and delivery of programs, initiatives, policies and projects that contribute to the implementation of strategic initiatives for the Financial Services to meet the Council’s Strategic Plan.
- Manage employees including hiring, administration, training, and performance aspects of reporting employees. Respond to sensitive and confidential human resource issues as required.
- Ensure compliance with assessment and taxation legislation.
- Provide leadership in the execution and delivery of services and programs in the following areas of accountability:

- provision of public information services related to taxation and assessment
- provision of property assessment appeal board decision recalculation and administration under the Assessment Act and Municipal Act
- administration of assorted tax rebate programs
- administration of tax appeal program under the Municipal Act
- provision of assessment roll audit function including municipal assessment appeals
- administration of tax/assessment related functions required under the Local Improvement Act, Drainage Act and Tile Drain Loans Act.
- administration of assessment updates for various Business Improvement Areas
- Demonstrate commitment to anti-racism, anti-oppression, and human rights through interactions with community partners, employees and individuals and implementation of policies, programs and protocols that reflect this commitment.
- Demonstrate commitment and adherence to health and safety legislation and programs; and actively promote a culture of safety with direct reports.
- Identify, recommend, adapt and implement innovative and effective work practices and procedures to improve service delivery and the business responsibilities related to assessment and tax legislation.
- Analyze, identify potential impacts, and educate employees in relation to changes to property tax and assessment legislation
- Recommend and develop processes and tools needed to increase efficiencies and improve the effectiveness of services provided by the Customer Service and Assessment Team.
- Encourage and support employee participation and commitment to individual, divisional, and organizational objectives. Actively mentor, provide development opportunities and build a high-level team performance with direct reports.
- Implement strategies to track performance measures for team deliverables, using appropriate data collection and analytics.
- Engage in opportunities to work across Divisions and Service Areas in support of enterprise-wide collaboration.
- Provide updates, information and recommendations to the divisional leadership on priorities with responsibility to operationalize identified goals and strategies.
- Assist with administration of GIS and planning initiatives associated with assessment.
- Identify, research and propose changes to public information and assessment procedures.

**.**:

- Identify and recommend internal controls in the form of policies, procedures, practices in relation to the general and specific risks of the Corporation; ensures internal controls are implemented, monitored and reported on specific to the Division.
- Provide input to the development of the annual operation budget for the Financial Services Division and with expenditure and revenue control related to property assessment budgets.
- Attend meetings of City Council, Infrastructure and Corporate Services Committee, and Standing Committees, as required and advise on matters relating to property assessment, the assessment roll and tax adjustments.
- Represent the Division at various meetings regarding tax appeal, customer service, and assessmen