Program Manager, Customer Accounts

at  City of Ottawa

Requisition ID: 12630
Department: Finance and Corporate Services Dept.
Service: Revenue Service
Branch: Customer Accounts Branch
Employment Type: 1 Full-time Permanent
Work Hours: 35.00 hours per week
Affiliation: MPE
Salary Information: $105 581,84 - $133 531,58 annually (2022 rates of pay)
Location: 100 Constellation, Nepean
City: Ottawa, ON
Job Category: Finance & Accounting
Application Close: 30/04/2024

JOB SUMMARY

Customer Accounts is accountable for the customer service to support billing (account maintenance, phone queue, MYSO offerings and online services), pre-authorized payment plans, changes of ownerships and tax adjustments related to assessment requests for reconsiderations and appeals.
As a key member of the management team of the Revenue Service, you are responsible for the planning and overall direction of all operational functions to support the assessment, property tax, water billing and collection units by maintaining customer accounts, recording payments, providing customer service and answering account enquiries. The service provided to the ratepayers and the support provided to the billing and collections units directly affects the accuracy of the billings and the effectiveness of the collections unit. The manner in which customer services are delivered and billing and collections issues are handled has a direct impact on the city’s image and customer satisfaction levels.
You also manage the unit’s human (including contracted services) and financial resources, and stakeholder and partner relationships.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in finance, marketing, commerce, communications, or economics
Minimum of 6 years of related supervisory experience with at least 4 years in the supervision of a large customer service or cash operations unit

KNOWLEDGE

• Municipal finance, assessment and property tax legislation.
• Public Utilities Act as it relates to water and sewer billing.
• Computerized billing systems and financial system.
• Must possess the training, experience and knowledge to organize the work and its performance.
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures.

WHAT YOU NEED TO KNOW

• Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates must meet language requirement for position upon hire.
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
  We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
  The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.
  Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.
  The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.
  Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.

Please refer the Job description for details