Revenue Performance and Quality Assurance Analyst
Requisition ID: 14464
Department: Finance and Corporate Services Dept.
Service: Revenue Service
Branch: Customer Accounts Branch
Employment Type: 1 Full-time Temporary - Up to 1 year
Work Hours: 35.00 hours per week
Affiliation: CIPP
Salary Information: $78 367,38 - $95 355,26 annually (2024 rates of pay)
Location: 100 Constellation, Nepean
City: Ottawa, ON
Job Category: Finance & Accounting
Application Close: 04/10/2024
JOB SUMMARY
The mandate of the Revenue Service is to ensure that all revenue functions at the City of Ottawa are undertaken with a strategic corporate outlook, reflect industry best practices, and comply with statutory regulations to meet the expectations of Council and provide equitable services to the citizens of Ottawa.
You are responsible for: conducting preliminary and in depth analyses of complex section/unit data, supporting quality assurance programs for the customer service, collections, assessment and billing sections in the Revenue Service; maintaining and evaluating the quality assurance program and performance metrics in the Revenue Service; participating in and providing input into complex customer service, collection, assessment and billing related matters and decision-making; and assisting with communications. You also: draft new and maintain related policies and procedures; assist with the collection of documentation, calculations and explanations/rationales for Court proceedings; support monthly and year-end reviews; respond to written and verbal inquiries and complaints from various internal and external parties; and support the Coordinator with the monitoring of daily functions, identifying discrepancies and/or performance issues, and providing recommendations for training and/or possible solutions.
EDUCATION AND EXPERIENCE
Completion of 4 year university degree in Business Administration, Commerce, Finance or a related field
Minimum of 4 years of experience municipal finance setting, with direct experience in customer service or collections
CERTIFICATIONS AND LICENCES
KNOWLEDGE
- Legislation related to assessment, billing, collections, water and tax
- Quality assurance practices and procedures
- Working knowledge of relational databases and storage of data
- Method of conducting audits as well as investigative and monitoring techniques
- Business process review and re-engineering concepts and methodologies
- Research, environmental scanning techniques
- Data collection techniques, data synthesis, validation and analysis methods and techniques
- Performance measurement, benchmarking and best practices principles as well as outcome-based management techniques
- Concepts of quality assurance/quality improvement and performance-based service system
- Consultation, presentation and negotiation techniques
- Microsoft Office Suite and the billing and collection software applications
- Knowledge of applicable health and safety legislation, including the rights and duties of workers.
COMPETENCIES, SKILLS AND ABILITIES
- Analyze data emanating from a variety of sources; identify problems, gaps, etc., undertake cost-benefit analysis to develop the best option/recommendations
- Develop/recommend innovative and creative ways in which quality assurance and improvement issues can be addressed and resolved
- Conduct research to keep abreast of changes/trends in the best practices, industry benchmark, service protocols, standards, etc., and determine the need and mechanisms to incorporate required changes into service delivery
- Strong research and analytical skills
- Capable of multi-tasking, managing multiple priorities and tight deadlines
- Innovative, analytical problem solver and results-oriented within an environment where risks must be continually balanced
- Contribute to team work, foster strong working relationships with management, staff and colleagues
- Independent, able to work with minimal supervision
- Good interpersonal, oral and written communication skills
- Self directed, independent and resourceful
- Utilize integrity, commitment to achieving results
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.
- 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.