Career Opportunity

Compliance Manager - Office of the Treasurer & Tax Collector (0922) (140746)

Recruitment: RTF0140745-01123958

Published: November 23, 2023

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About:

11/22/23 – This announcement has been extended from the original 11/26/23 closing date to allow for more applicants to apply.

Specific information regarding this recruitment process is listed below:
• Application Opening: Wednesday, November 1, 2023
• Application Deadline: Sunday, December 3, 2023, 11:59PM (PST)
• Compensation Range: $125,242 - $159,926 (Range A)
• Recruitment ID: PBT-0922-140746

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

Our Mission
The Office of the Treasurer & Tax Collector serves as the banker, tax collector, collection agent, and investment officer for the City and County of San Francisco. As the entity responsible for safeguarding the City’s money, the Office uses this expertise and authority to assist San Francisco residents through award-winning programs and initiatives that help low-income families build economic security and mobility.

Our Vision
We are committed to providing excellent services for taxpayers, customers, and our community. By promoting diversity, equity, and inclusion, we are a stronger, smarter, and more informed government agency.

Role description

The Compliance section supports the accurate reporting of San Francisco’s city business taxes so taxpayers and citizens can have confidence that all taxpayers are meeting their obligations. San Francisco voters have approved multiple taxes that put the City at the forefront of innovative and progressive local tax policy; including gross receipts, commercial rents, overpaid executive, parking, transient occupancy, traffic congestion mitigation, sugar-sweetened beverage, and cannabis taxes. The section has four units, Account Services, Data Analysis, Investigations, and Audit. Account Services processes setup, periodic returns, refunds, and payment exceptions. Investigations discovers unregistered and non-filing businesses, and performs field investigations. Audit reviews tax returns to identify errors and educate taxpayers about their obligations. Data Analysis supports the work of other units by using analytical techniques to improve efficiency, targeting, and large dataset review.

Under the direction of the Compliance Director (0941 Manager VI), the Compliance Manager (0922 Manager I) is responsible for assisting in the management of Compliance units, which is comprised of a staff of seven first-line supervisors and over thirty staff. The Compliance Manager will supervise Compliance supervisors and perform the following essential duties.

Under current policy, this position supports a hybrid remote work schedule. The incumbent will be required to work a minimum of three (3) days per week in the office.

Essential Duties and Responsibilities:
The essential duties of the position include but are not limited to:

• OPERATIONS MANAGEMENT: Works closely with the Compliance Director and other managers to manage, plan, organize, and direct the daily operations of the section; implements policies, procedures, performance metrics, and evaluates changes to improve operational efficacy.
• PERSONNEL MANAGEMENT: Directs the allocation of resources to achieve goals and meet performance expectations, team building and staff development; manages various personnel issues, including interviewing candidates, counseling on performance, and recommending disciplinary actions.
• PROJECT MANAGEMENT: Tracks and manages technology and business process projects of varying complexity and oversees the full implementation, including: drafting scopes of work, project plans, testing plans (i.e. use cases and desired/expected results), role assignments, cost estimates, timelines, progress reports, and comprehensive training manuals; anticipates challenges, assesses risks and/or critical impacts; proactively adjusts timelines, and reprioritizes project goals and deadlines, as needed.
• PRODUCTION ANALYSIS AND REPORTING: Performs comprehensive analyses on compliance data and provides concise reports, including but not limited to case closure rate, outreach efficacy, and team productivity; clearly disseminates and articulates data in a concise and relatable manner; maintains all supporting documentation to support the data provided.
• TEAM COLLABORATION: Collaborates with the Compliance section leadership team, interdepartmental business sections, other City agency stakeholders and/or vendors to resolve complex issues, projects, and business process implementation to improve organizational effectiveness and high value customer service.
• COMMUNICATION (WRITTEN AND ORAL): Speaks and interacts with people authoritatively, in a precise, understandable, and courteous manner, using appropriate terminology, demonstrating personal concern for the individual and sensitivity to personal differences, establishes rapport and persuasion in dealing with management, co-workers, taxpayers, and the general public to explain specialized information related to billing and collections; maintains a professional manner and demeanor when dealing with difficult individuals; writes clearly and effectively for the purpose of documenting and maintaining appropriate, clear and accurate records, emails, memos, letters, and narrative reports; tailors communications to audience (including taxpayers and their representatives).

How to qualify

MINIMUM QUALIFICATIONS:

Education: Possession of a baccalaureate degree from an accredited college or university; AND

Experience: Four (4) years of professional experience in tax compliance, such as taxpayer assistance, investigations, or audit.

Education Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.

Experience Substitution: Possession of a Master’s degree or higher may substitute for one (1) year of the required professional experience.

Note: One year full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40 hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.

Desirable Qualifications:
The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring:

• A Master’s degree in Business Administration, Public Administration, Change Management, or a closely related field.
• At least two (2) years of experience successfully supervising, managing, and developing teams of employees.
• Experience successfully implementing approaches to tax compliance that increase productivity and yield; expertise in tax compliance including local, state, and federal laws and regulations, modern practices, strategies, and techniques specific to types of tax compliance.
• Experience navigating and improving computer software and databases related to compliance (e.g. customer relationship management system, billing system).
• Experience collaborating with colleagues within the department to provide overall organizational effectiveness and high value customer service.
• Excellent written and oral communication skills.
• Experience with complex reporting and analysis on case closure rate, outreach efficacy, and team productivity, utilizing proper research and data methods and techniques.

Verification
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training, and other information substantiating how you meet the minimum qualifications must be included on your SmartRecruiters application by the filing deadline. Information must be entered into the SmartRecruiters applicant tracking system under the headings for Experience and Education. Leaving these sections blank and attaching a resume in lieu of completing the Experience and Education sections will cause your application to be rejected.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

SELECTION PROCEDURES:
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Supervisory Test Battery (Weight: 40%): Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication; Conflict Management and Process Improvement. For more information about this Supervisory Test (and a suggested reading list), please visit Supervisory Test Battery Info. Please note: this examination is only held in San Francisco. A passing score must be achieved on the Supervisory Test Battery to continue in the selection process. This is a standardized examination and, therefore, test questions and answers are not available for public inspection or review. Scores attained on the Supervisory Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Supervisory Test Battery. The Supervisory Test Battery may be used for many other classes; therefore, your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Supervisory Test Battery. Retesting is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Supervisory Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Evaluation (Weight: 60%): Candidates who obtain a passing score on the Supervisory Test Battery will be sent a Supplemental Questionnaire via electronic mail after the closing of this filing period.

The Supplemental Questionnaire is designed to measure the knowledge, skills and/or abilities in job-related areas required for the position which may include, but not be limited to: Ability to: apply compliance techniques and practices for tax audits, investigations, customer support, or data analysis; strategize, lead, and manage Business Taxpayer Compliance data analysis research and analysis projects, campaigns; actively engage staff, supervise, evaluate, coach, train, mentor, develop, motivate, and build an effective team of functionally diverse, specialized employees, identify opportunities to improve efficiency, work processes; recommends personnel decisions; coordinate, work with, deal tactfully and effectively with personnel at all levels and the public, establish cooperative relationships, often in stressful situations; write in a clear, concise and effective manner to compose reports and correspondence, document procedures, policies, guidelines, and business requirements; speak in a clear and effective manner to present facts clearly and concisely, and for public speaking, training, presenting, leading meetings and projects, and communicating actions and specialized information to the public and departmental personnel.

Applicants will be given a deadline to return the Supplemental Questionnaire. Those who do not respond by the established deadline will not be eligible to continue in the examination process and will not be added to eligibility list resulting from this process. All applicants’ responses to the Supplemental Questionnaire are subject to verification.

The Supplemental Questionnaire will be rated and scored by our Subject Matter Experts. A passing score on the Supplemental Questionnaire must be achieved in order to be placed/ranked on the Eligible List. Candidates will be placed on the eligible list in rank order according to their final score.

Passing scores on each the Supervisory Test Battery and Supplemental Questionnaire Evaluation must be achieved in order to be placed/ranked on the Eligible List.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

What else should I know?

Additional Information

Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be six (6) months, and may be extended with the approval of the Human Resources Director.

Certification Rule:
The certification rule for the eligible list resulting from this examination will be Rule of the List.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2023-24.pdf.

Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is 'abuse of discretion' or 'no rational basis' for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY:
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov/ and begin the application process.

• Select the “I’m Interested" button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst, Josephine Jackson at josephine.serra@sfgov.org.

All your information will be kept confidential according to EEO guidelines.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.