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The Arlington County Treasurer is seeking an Assistant Deputy for Operations to advise and assist the Deputy Treasurer for Operations in all aspects of division management including communication, staff management, customer service, system enhancements, vendor management, and partnership and coordination with Arlington County agencies. This individual will also develop and oversee procedures for billing and receipt of tax payments.

This position is an appointee reporting to and serving at the pleasure of the Treasurer, an elected official accountable to the citizens of Arlington. The Assistant Deputy Treasurer for Operations is part of the Treasurer's senior management team and contributes to office-wide planning, goal setting and management. The Operations division manages all revenue transactions, creates accurate and timely tax bills, and manages all aspects of mail production for the Treasurer’s Office. In addition, the Operations Division maximizes customer convenience through face-to-face, telephone, and written customer service, and by providing convenient and accessible methods of payment. Annually the Operations Division receives over 40,000 calls, manages mail production of approximately 500,000 bills and notices, responds to approximately 10,000 emails, processes 84,000 in-person payments, and maintains the online payment system with an annual payment volume of 250,000 transactions.

Specific responsibilities include:

Managing the daily activities of the Operations Division:

• 
  Supervising 16 employees with the assistance of 2 section leaders and another Assistant Deputy.
• Handling routine personnel matters, including scheduling, payroll, hiring, evaluations, disciplinary action, and staff development.
• Fostering a team atmosphere.
• Communicating Treasurer's objectives and priorities.
• Serving as Acting Deputy Treasurer in the Deputy’s absence.
• Initiating and facilitating changes in procedures, policies or systems to improve customer service and data quality and guiding staff through changes.
• Investigating and resolving complex customer complaints, account errors, and other problems.
• Communicating issues to senior management that may impact the office or citizenry.
• Developing, monitoring, documenting, and maintaining internal controls for the Operations Division's activities and alerting Deputy to potential risks.

• Developing, implementing, documenting and maintaining billing and payment procedures in accordance with State Code and County ordinance.
• Monitoring and evaluating the overall effectiveness of payment procedures and initiating programs or organizational changes when necessary.
• Managing billing and mail production, to include monitoring vendor account transactions.
• Overseeing revenue processing for over one billion dollars annually, from multiple payment channels and platforms, ensuring that payments are properly applied to customer accounts.
• Delivering the highest level of customer service in the most efficient manner with the goal of achieving the highest possible collection rate.

• Collaborating with other divisions and agencies to improve citizens' experience with the Treasurer's Office and the County.
• Providing management oversight and coordinating all information systems projects performed by or on behalf of the Operations Division and initiating improvements.
• Establishing collaborative partnerships between the Operations Division and stakeholders including vendors and County agencies and supervising the efforts of divisional and cross-divisional workgroups.
• Coordinating the division's document retention efforts in accordance with State Code and County ordinances.

• Modeling excellence and representing the Treasurer's Office in a positive, professional manner in all interactions with the public, staff and agencies.
• Analyzing division operations and recommending to the Deputy areas and methods for process or system improvement.
• Collaborating with and advising the Deputy for Operations on matters of planning, personnel, and divisional structure.
• Supporting the Deputy in preparation of budget requests and assisting the Deputy in preparation and execution of training programs for division staff.
• Earning and maintaining Deputy Certification through the Treasurer's Association of Virginia.
• Undertaking other responsibilities assigned by the Deputy.

Minimum: Bachelor's degree in Public Administration, Business, or other related area, plus significant experience in customer service and/or other related program administration work.

Substitution: Additional qualifying experience may be substituted for the education requirement on a year-for-year basis.

Licenses/Certifications: Must achieve Master Governmental Deputy Treasurer certification by the Treasurer’s Association of Virginia within two years of assignment and must meet the continuing education requirements to maintain certification.

Desirable:
Preference may be given to candidates with a Master of Business Administration or closely related degree and significant experience in one or more of the following:

• Monitoring and evaluating the work of professional and clerical staff;
• Receiving local government revenue;
• Monitoring and evaluating customer service processes;
• Managing process improvements; and
• Designing, implementing and monitoring internal controls, and leveraging technology to support these efforts.

• Strong written and oral communication skills for direct communication with customers, co-workers and management.
• Customer-oriented and a key customer advocate.
• Skilled at problem solving and providing direction in ambiguous environments.
• High energy, self-motivated, and a sense of urgency.
• Bilingual (English/Spanish).

Work Hours: Normal office hours are Monday through Friday 8 AM to 5 PM; however, the role of an Assistant Deputy requires additional hours as needed to meet deadlines.

Completion of the Supplemental Questionnaire is a requirement of the application process. Do not respond with "see resume" to any question. Incomplete applications will not be considered.

The official title for this position is Assistant Deputy Treasurer/Operations.

Applicants who have questions or need assistance with the application may telephone (703) 228-3500 or visit the Human Resources Department. Our staff will be happy to work with you to enter your application into the system. Public access computers are available at all County Libraries, and in the Human Resources Department.

The examination process for this position may include: (1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.

Applicants with disabilities may request reasonable accommodation during the application or selection process. Please call the ADA Coordinator at 703-228-3559 (voice) or email [email protected].