Manager, Taxpayer Service (Level 6) - Santa Cruz Tax Office

Summary

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, Motor Vehicle Transfers, lost documents, Property Tax Certificate and GCT Registration as well as ensuring the security and availability of stock. 💰Salary: $6,333,301– $8,517,585 JMD per annum

Responsibilities

• Key Outputs:

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

• 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 Operational and Work Plans with the supporting budget for the Unit, ensuring that all the relevant activities to be undertaken and required resources are considered and that expenditures are made within the budgetary allocations;
  • • Plans, coordinates and directs all the activities of the functional areas;
  • • Ensures staff is aware of and operates in accordance with all relevant laws and policies;
  • • Maintains effective working relations with external and internal stakeholders and ensures that the Unit provides a consistently high level of service.

• Technical and Professional Duties:

  • • Provides a wide range of taxpayer assistance and services within the ambit of various revenue laws and regulations;
  • • 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, guides, return forms, applications 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, registration, general application for GCT registration and TRN;
  • • Manages the problem resolution procedures in investigating and resolving taxpayer’s complaints;
  • • Monitors the documentation for transactions which are provided, to determine their validity and authenticity;
  • • Monitors and directs the issuing of Taxpayer Registration Numbers, Motor Vehicle Titles and Driver’s License;
  • • Monitors the operating standards for the processing of all applications i.e. TRN, TCC, transfers, Driver’s Licence and Property Tax Certificate and other related SOPS;
  • • Attends courts to represent TAJ as an expert witness;
  • • Assists with the deferment and demonstration plates site visits and other related field assignments;
  • • Monitors the processing of TCC applications;
  • • Oversees and monitors the accuracy of information on Property Tax Certificates;
  • • Assigns and monitors work queues in RAiS to ensure work is completed in a timely manner;
  • • 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 system;
  • • Authorizes GCT registration letters for individuals and enterprises conducting business;
  • • Prepares and submits all reports;
  • • Identifies, monitors and escalates high priority issues from the front line, including emerging risks, to the relevant authorities;
  • • Updates and submits the Enterprise Risk Management (ERM) Sub- risk Register for the Unit;
  • • Performs any other related duties assigned by Senior Manager/Collector of Taxes and or AGM, Taxpayer Service and Education.

• Human Resource Management Duties:

  • • Develops and manages the Unit’s HR plan that addresses staff requirements and succession planning and liaises with the Senior Manager/Collector of Taxes;
  • • 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;
  • • Performs other related duties assigned by the Senior Manager/Collector of Taxes.

• 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 managed;
  • • Human resource policies and procedures are administered equitably without discrimination;
  • • Reports prepared and submitted in keeping with established standard and agreed timelines.

Required Skills

• Specific Knowledge:

  • • Working knowledge of all the relevant tax laws, regulations and guidelines governing the transactions processed;
  • • Knowledge of the Automated Motor Vehicle (AMVS), Revenue Administration and Information System (RAiS), Property Tax System, Motor Vehicle Tracking System and TRN Legacy System;
  • • Working knowledge of Tax Administration Jamaica’s operations and functions;
  • • Knowledge of management principles, practises and procedures;
  • • Knowledge of the Department’s Code of Conduct;

• Required Skills and Specialised Techniques:

  • • Excellent decision-making, planning, organizing and analytical skills;
  • • Excellent time management and judgement skills;
  • • Excellent interpersonal and team building skills;
  • • Ability to take initiative;

Qualifications

• • BSc. Degree in Management Studies, Public Administration or other related discipline or equivalent;
• • Diploma in Tax Audit and Revenue Administration (TARA);
• • Four (4) years experience, two (2) of which should be at a supervisory level;

Additional Information and Instructions

• Working Conditions:

  • • Normal office environment;
  • • Travel (25%)

Applications with resumes should be submitted no later than Thursday, July 3, 2025 to: The Recruitment Officer Tax Administration Jamaica Donald Sangster Building (5th Floor), 116 East Street Kingston 4 ✉️ Email: taj-jobs@taj.gov.jm ℹ️ Subject Should Include: Manager, Taxpayer Service (Level 6) - Santa Cruz Tax Office 📜 N.B. Please include the job title in the subject line of your email. While we thank all applicants for their interest, only short-listed candidates will be contacted.

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