Manager, Taxpayer Service (Level 7)

JOB PURPOSE

To plan, coordinate, oversee and manage the activities of Taxpayer Services, ensuring adherence to the different standards for processing TRN, TCC, Drivers Licence, New Motor Vehicle Registration and Transfers, lost documents, Property Tax Certificate and GCT Registration. 

KEY OUTPUTS

• Taxpayer services activities managed; 
• Information provided and documents checked; 
• Complaint management system implemented and enforced; 
• Floor management activities coordinated; 
• Reports prepared and submitted; 
• Human resource managed. 

KEY RESPONSIBILITY AREAS

Management and Administrative Duties 

• Provides leadership, support and guidance to all staff to ensure that the Unit is effectively managed; 
• Participates in the development of the Work Plans and budget for the Unit, ensuring that all the relevant activities to be undertaken and required resources are considered; 
• Plans, coordinates and directs all the activities of the functional area; 
• Establishes and enforces standards and rules of professional conduct for staff within the Unit in order to maintain the highest degree of confidence in its integrity and efficiency; 
• Ensures staff is aware of and operates in accordance with all relevant laws and policies; 
• Maintains effective working relations with external and internal stakeholders, ensuring that the Unit provides a consistently high level of service.

Technical and Professional Duties 

• Provides a wide range of taxpayer assistance and services with respect to various revenue laws and regulations and their administration by TAJ; 
• Disseminates tax advice to taxpayers and explains probable consequences of various courses of action; 
• Provides assistance to taxpayers in the completion of all types of tax returns, applications for TRN, GCT registration forms and other tax related forms and documents; 
• Ensures operation standards are maintained for the processing of all transactions; 
• Ensures that an adequate supply of explanatory and information pamphlets, return forms, application for GCT registration, TRN and other materials are available; 
• Provides assistance and advises taxpayers in understanding their rights in meeting their tax obligations and respond to all enquiries regarding tax delinquent cases, account adjustment, general application for GCT registration and TRN; 
• Manages the problem resolution procedures in investigating and resolving taxpayers complaints; 
• Monitors the documentation for transactions which are provided, to determine their validity and authenticity; 
• Monitors and directs the issuing of Taxpayers Registration Numbers, Motor Vehicle Titles and Driver’s License; 
• Monitors the operating standards for processing all application i.e. TRN, TCC, transfers, Driver’s Licence and Property Tax Certificate; 
• Monitors the processing of TCC applications; 
• Oversees and monitors the accuracy of information on Property Tax Certificates;
• Provides guidance on all issues relating to Local Government Taxes and fees;
• Monitors the processing of all lost documents; 
• Authorizes users to the tax operating system, monitors and safeguards usage of these systems; 
• Authorizes GCT registration letters for individuals and enterprises conducting business; 
• Prepares and submits reports; 
• Performs any other duties assigned by AGM.

Human Resource Management Duties 

• Develops and manages the Unit’s HR plan that addresses staff requirements and succession planning and liaises with the AGM; 
• Participates in the recruitment of staff for the Unit and ensures that they are aware of and adhere to the policies and procedures of the Department; 
• Conducts periodical reviews of supervisees in accordance with the Work Plan; 
• Completes final performance assessments and recommends appropriate training and development programmes as necessary; 
• Initiates and participates in disciplinary proceedings relating to staff members within the Unit and implements corrective measures; 

PERFORMANCE STANDARDS

This job is satisfactorily performed when: 

• Taxpayer services are provided in accordance with the relevant established standards and guidelines; 
• Accurate information is provided consistently and documents are properly checked; 
• The complaint management system is implemented, enforced and monitored for proper usage according to the guidelines; 
• The floor management activities are properly coordinated and monitored; 
• Human resource policies and procedures are administered equitably and without discrimination; 
• Accurate, comprehensive reports are done in the stipulated format and submitted by the due date. 

AUTHORITY TO:

• Void transaction on applications; 
• Withhold documents tendered with applications and summon the police in case of irregularities; 
• Deny applications for TCC.

REQUIRED COMPETENCIES

Specific Knowledge 

• Comprehensive knowledge of all the relevant tax laws, regulations and guidelines governing the transactions processed; 
• Comprehensive knowledge of procedures governing the processing of Property Tax, TRN, TCC and Motor Vehicle applications; 
• Knowledge of management principles, practises and procedures;
• Knowledge of the TAJ’s Code of Conduct; 
• Working knowledge of Tax Administration Jamaica operations and functions;
• Working knowledge of computer systems and the relevant applications. 

Required Skills and Specialised Techniques 

• Very good decision-making, planning, organizing and analytical skills;
• Very good time management and judgement skills; 
• Good communication, interpersonal and team building skills; 
• Very good leadership skills; 

Qualification and Experience 

• Bachelor’s Degree in Business Administration/ Management Studies, or equivalent qualification; 
• Diploma in Tax Audit and Revenue Administration (TARA) would be an asset;
• Four (4) related years experience. 

WORKING CONDITIONS 

• Normal office environment; 
• Travel (10%-15).

While we thank all applicants for their interest, only short-listed candidates will be contacted.