Job ID #32266: Manager, Vacant Unit Tax & General Revenue

Hamilton Insurance Group, Ltd.; Hamilton; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

City of Hamilton is seeking a Manager for Vacant Unit Tax & General Revenue to provide strategic and operational leadership for the program and related services. You will drive billing, collection, audits and customer service, ensuring sound financial controls and continuous improvement.

Reporting to the Director of Revenue Services, you will lead cross-functional teams, ensure compliance with PCI standards, and deploy data analytics to optimize service delivery and revenue outcomes.

Qualifications

• University degree or CPA or equivalent, with related experience.
• Progressive management experience in large public/private bodies.
• Experience with finance, revenue programs, taxation or customer service.
• Ability to lead change, technology adoption and process improvement.
• Strong analytical, planning and communication skills.
• Proven ability to manage multi-disciplinary staff in union/non-union settings.

Responsibilities

• Lead Vacant Unit Tax Program and general revenue billing and collections.
• Oversee audits, compliance, disputes and appeals processes.
• Drive process modernization, automation and digital service delivery.
• Provide financial stewardship with budgeting, forecasting and reporting.
• Ensure PCI DSS compliance and customer service excellence.
• Collaborate with legal, auditors and senior management on policy issues.

Skills

Leadership

Strategic planning

Financial management

Analytics

Communication

Project management

Education

University degree in Business Administration, Commerce, Accounting, Finance, Public Administration or related discipline

Tools

Enterprise financial systems

Billing systems

Data analytics tools

Reporting tools

Job description

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32266: Manager, Vacant Unit Tax & General Revenue
• Union: Non-Union
• Job Description ID #: A15087
• Close date: October 21, 2026
• Vacancy type: This posting is for an existing vacancy

SUMMARY OF DUTIES

Reporting to the Director, Revenue Services, the Manager, Vacant Unit Tax & General Revenue provides strategic and operational leadership for the City’s Vacant Unit Tax Program, other assigned revenue programs and services. The position is accountable for the effective administration, billing, collection, reconciliation, financial control, customer service and continuous improvement of these programs.

Provides leadership in the development and implementation of strategies, policies, procedures, financial controls and service delivery standards that support sound revenue administration, legislative compliance, effective financial management and a positive customer experience.

Leads the administration of the Vacant Unit Tax Program, including approximately 176,000 annual property declarations and associated billing, audit, compliance, dispute and appeal processes.

Responsible for ensuring compliance standards are met related to the payment card industry data security standards (PCI DSS) and City’s PCI program.

Accountable for establishing and achieving sectional goals and objectives through the effective and efficient use of financial and staff resources and with minimal disruption to the public. Uses a ‘best practices’ approach in developing and delivering quality services in a timely and cost-effective manner.

Instills a customer service focus which ensures consistent and fair treatment of all residents. Works closely with Program areas to ensure the City’s revenue policies and procedures are followed at all times.

RESPONSIBILITIES

Assumes lead accountability for the Vacant Unit Tax Program and other general revenues, the effective collections and reconciliations thereof, as well as the dissemination of Vacant Unit Tax and general revenues information from the City. Ensures that the section can meet the growing needs of staff, internal and external clients.

Leads continuous improvement and service modernization initiatives within the section, including the identification and implementation of opportunities for process automation, digital service delivery, system enhancements, data analytics and other technologies that improve efficiency, internal controls and customer experience.

Provides effective financial stewardship and oversight of assigned revenue programs, including budgeting, forecasting, reconciliations, financial controls, adjustments, reporting and monitoring of program financial performance.

Establishes and maintains appropriate internal controls, governance frameworks and documented procedures to safeguard City revenues and ensure the completeness, accuracy and integrity of financial transactions and reporting.

The Manager is accountable to the Director, Revenue Services for ensuring that the Vacant Unit Tax/General Revenue billings, collection, accounting and programs are provided in accordance with City and provincial legislation and in the most effective and efficient manner consistent with the City of Hamilton Mission, Vision & Values.

GENERAL DUTIES (INCLUDING, BUT NOT LIMITED TO)

Participates in strategic planning of the Division and Department as a member of the Division Management Team.

Provides strategic and collaborative leadership through consultation with an effective division management team.

Promotes teamwork and integration between units within the division and with other parties participating in cross function and cross program initiatives (e.g., Housing Services, Municipal Licensing and Enforcement).

Develops and empowers staff through delegation of responsibilities and accountabilities, through regular feedback and by providing development opportunities and technical direction.

Monitors the operations and projects within the section to ensure safety, service quality, cost-effective and timely delivery of services, and environmental and legislative compliance.

Participates in the development and monitoring of the Tax Supported budgets.

Ensures compliance with Provincial and Federal statutes and regulations and municipal by-laws and policies.

Liaises with external Auditors and Senior Management. Primary audit contact at year end as well as throughout the year.

Monitors emerging legislative, regulatory, financial, technological and municipal sector trends and assesses their implications for City programs and revenue administration.

Ensures Customer Service staff are adequately trained to respond to Vacant Unit Tax and general revenues related inquiries from the public and advocate the consistent and fair treatment of all taxpayers.

Responds to various corporate, community, provincial or federal proposals for service initiatives, changes or enhancements.

Provides strategic advice, analysis and recommendations to the Director, senior management, Committees and Council on matters related to the Vacant Unit Tax Program, assigned revenue programs, policy, financial implications, service delivery and emerging issues.

Prepares and contributes to reports, presentations, briefing materials and recommendations for senior management, Committees and Council.

Receives, appraises and resolves escalated taxpayer complaints and responds to higher-level inquiries from property owners, lawyers, general public, other departments and elected officials.

Coordinates the implementation of an effective complaints and appeal process for the Vacant Unit Tax Program

Assists in the development of policy related to the provision of customer service, billing, collection and accounting functions. Ensures the uniform implementation and adherence to these policies.

Assists and/or provides support for the ongoing development of revenues and related financial systems.

Identifies, assesses and mitigates operational, financial, regulatory, reputational and service delivery risks associated with the section’s programs and activities.

In conjunction with legal staff, assists in the preparation of all Vacant Unit Tax and general revenue by-laws.

Oversees the production and issuance of billings and notices including but not limited to the design of bills and notices, explanatory inserts and newspaper advertisements.

Ensures the employees are provided with and use the appropriate equipment, material and/or procedures required to perform the assigned duties. Ensures that all employees perform work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures. Ensures that appropriate action is recommended for those employees who do not work in compliance with legislation, policies and procedures.

Performs other duties as assigned, which are directly related to the responsibilities of the position.

QUALIFICATIONS

1. University degree in Business Administration, Commerce, Accounting, Finance, Public Administration or a related discipline, and/or a recognized professional designation such as CPA, or a combination of equivalent education and progressively responsible related experience.
2. Demonstrated progressive management experience leading complex financial, revenue, taxation, regulatory or customer service programs within a large public or private sector organization.
3. Demonstrated ability to lead organizational and operational change, including business process improvement, service modernization, technology implementation and the adoption of new ways of working.
4. Demonstrated political acuity and sound judgement, with the ability to navigate complex, sensitive and high-profile issues involving elected officials, senior management, taxpayers, stakeholders and the public.
5. Highly developed analytical, strategic planning and business acumen, with demonstrated ability to interpret complex financial and operational information, identify risks and opportunities, and translate analysis into actionable recommendations.
6. Highly developed leadership, facilitation, communication, presentation, interpersonal and organizational skills with demonstrated ability to articulate a vision, to lead, motivate, coach and inspire staff and stakeholders.
7. Highly developed strategic planning, conflict resolution and problem-solving skills.
8. Demonstrated ability to effectively manage a large multi-disciplinary staff in a results-oriented environment and in a unionized and non-unionized environment.
9. Experienced in designing and delivering customer focused programs and services.
10. Ability to deal effectively with elected officials, representatives of other levels of government, management, peers, staff and the general public.
11. Thorough knowledge and understanding of statutes, regulations and by-laws affecting the department/section.
12. Demonstrated proficiency with enterprise financial, billing and customer service systems, data analytics and reporting tools, and contemporary office productivity applications. Experience leveraging technology and automation to improve business processes and service delivery is considered an asset.
13. Demonstrated financial acumen, analytical capability and problem-solving skills, with the ability to work effectively under competing priorities and time-sensitive deadlines.

Disclaimer

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy.Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes.Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.