Job Specification

Purpose of Position :

To plan and manage collections services to recover outstanding amounts owed to the Crown while maintaining the rights of the customer. To manage and communicate collections business processes and operational procedures and to monitor, analyze and resolve related issues. To promote the provision of centralized collections services to internal clients, develop business internally and oversee the delivery of quality service to guarantee on-going program integrity and viability. To develop, implement and maintain quality assurance and adherence to established performance measures, service delivery and Service Level Agreements while administering high-level program support to a diverse group of ministries/program areas. To direct the provision of policy interpretation, advice and support to management and staff and assistance to stakeholders in the area of collections services.

Duties / Responsibilities :

Plans and directs the provision of collections services within the unit. Oversees and coordinates the implementation of collections procedures, policies, practices and requirements within the unit. Sets priorities, develops and modifies operating procedures and programs to maximize efficiency and effectiveness. Develops service level agreements/addendums with ministries' program areas for the provision of collection services. Ensures the effective and efficient provision of quality assurance, adherence to performance measures, client service and service delivery by developing, implementing and monitoring performance standards, analysing operational performance data and taking corrective action to rectify service issues, as necessary. Maintains an on-going awareness of the overall effectiveness of service through review of reports and service level agreements/addendums, input from staff and ongoing liaison with client management/program areas. Keeps Senior Manager apprised of potential or existing problems that could impact on service delivery. Prepares and implements action plans/strategies to avoid or alleviate problems. Identifies and resolves internal administrative problems within the unit. Develops, manages and maintains client and stakeholder relationships. Actively promotes the provision of centralized collections services to ministry clients and develops new business. Maintains current knowledge of client concerns and program area issues. Works closely with client managers to identify issues, resolve problems (e.g. billings, collection processes) and address evolving needs. Provides authoritative direction, advice and assistance to client program managers on collections policies, procedures and directives. Identifies client issues and concerns, and works with Branch colleagues to devise and implement changes to meet needs. Responds to queries on unusual, sensitive or unprecedented accounts issues from program areas, Ontario Shared Service's staff, central agency staff, and other stakeholders. Develops internal controls and monitors their adequacy and effectiveness. Provides overall direction to staff to ensure compliance with and adherence to corporate and Branch collections policies, procedures, systems, legislative requirements and performance measures. Verifies that all collections activities are being made in accordance with established procedures, Branch and corporate policies, Ministry of Finance and central agency guidelines and that there is adequate documentation maintained on secure files for audit purposes at all times. Liaises with Internal Audit staff on control issues. Assesses the effectiveness of collections policies and methods in meeting current and anticipated needs through data analysis, the monitoring of transactions, management reporting, quality assurance review and input from stakeholders. Works with section and branch peers, client managers, partnering organizations and other stakeholders to monitor and assess the effectiveness of current collections process and procedures. Identifies best practices and works with policy and program areas to improve existing policies, implement new policies and revise processes and procedures.

Knowledge :

Extensive knowledge of private and public debt collection and related accounts receivable and financial policies, legislative authorities (e.g. Freedom of Information Act, Bankruptcy Act, Collections Agency Act, Debt Collections Act, Financial Administration Act) and accounting principles and practices to manage the collection of monies owed to the Crown, ensuring compliance with established legislation and standards for debt collection. Detailed working knowledge of business management principles to develop business processes, operational policies, administrative procedures and standards for debt collection and to promote and market collection management services. Excellent knowledge of financial reporting systems to manage the development and implementation of database management systems, generation of financial, statistical and other management reports. Proven facility in financial analysis, financial management and control to assess the soundness of financial procedures and policies and to conduct financial studies and reports. Comprehensive practical knowledge of corporate initiatives and policies concerning financial management shared services and decentralized financial responsibilities. Detailed practical knowledge of client program responsibilities and their financial administration and revenue receipt and processing requirements. Excellent practical knowledge of service level agreements and customer service policies and objectives. Excellent problem solving and issues management skills to manage a range of sensitive issues, complaints and queries. Superior analytical skills to assess current and future needs, evaluate both operational data (e.g. client service, program effectiveness) and financial information, interpret findings, evaluate implications, identify alternatives and options and make effective recommendations. Sound knowledge of legal sanctions and civil litigation processes used in payment default cases. Sound skills in the analysis of personal and business financial statements to evaluate customers' credit-worthiness and ability to repay. Good knowledge of computer systems and applications pertaining to financial administration within the Ontario Public Service. Knowledge of data processing techniques and processes used in collections management. Knowledge of the use and operation of automated call distribution telephony Excellent administrative skills to organize and manage the unit and to co-ordinate efforts with other units, branches and client organizations. Knowledge of OPS human resources policies and practices and familiarity with related legislation and collective agreements to effectively manage and develop staff. Very good supervisory skills to manage and motivate staff. Effective writing skills to prepare correspondence, reports, briefing materials, option papers and related documents on a range of technical and administrative matters in a clear, concise and comprehensible manner. Excellent interpersonal, communication, consulting and business relationship skills to establish and maintain cordial and effective working relationships with a wide range of officials, clients and customers and to develop and maintain business relationships with a range of internal and external contacts. Excellent negotiation and mediation skills to address and recommend on specific collection matters. Ability to both establish and maintain priorities and the flexibility to adjust to shifts in organizational requirements. Ability to work with both considerable autonomy in the supervision and management of the unit and as a team member of the Branch management group. Work is performed under the general direction of the Senior Manager, OSS Collections and within legislative, policy and procedural guidelines for debt collection. Position is governed by corporate and Branch policies and directives pertaining to accounting, human resources management and financial management and control within the Ontario Public Service. Judgement is exercised in: organizing and managing work; supervising staff, recommending merit increases, evaluating staff performance and disciplining accordingly; setting and maintaining priorities to meet Branch and corporate deadlines; and providing advice and interpretations to client management on difficult collections policy matters.

Judgement :

Position is expected to exercise a high level of initiative and judgement in ensuring effective operational policies systems and procedures are in place to facilitate the collection of debts owing to the Crown; in weighing both quantitative and qualitative variables (e.g. Amount and duration of debt, legislation, public policy, precedent, ability to pay); in resolving a range of debt collection issues including the research, evaluation and review of files to determine strategic resolution to various problem accounts and/or the need for forwarding for higher-level review. Judgement is exercised in co-ordinating issue management to ensure appropriate handling of debtor complaints and enquiries; FOI, Ombudsman, Ministerial inquiries and other high level requests with consideration to the potential political and high profile nature of issues. Excellent judgement in recognizing implications regarding all exchanges of information as governed by the Freedom of Information and Protection of Privacy Act. Responsible for authorizing progressive collections actions and sanctions, approving write-offs and arrears settlements and bankruptcies with latitude for independent decision-making. Judgement, tact and initiative are required in maintaining cordial and effective liaison with officials at all levels within the OPS and with customers, vendors, program recipients, officials of other levels of government, representatives of financial institutions and other external contacts.

Accountability - Programs :

Under the general direction of the Senior Manager, OSS Collections, the incumbent is accountable for managing the collection of non-tax revenue owed to the Crown, including the development and communication of business processes and operational procedures; developing, implementing and monitoring revenue collection and related accounts receivable accounting services; interpreting related financial management policies and providing a high level of client service and program delivery in accordance with performance measures and service level agreements. Incumbent ensures that the unit complies with corporate financial directives, guidelines and legislative requirements.

Accountability – Personnel :

Within delegated human resources authority, the incumbent is accountable for supervising assigned staff by participating in staffing; managing and conducting training; setting unit priorities, workload distribution and schedules; establishing performance standards; helping staff develop their learning plans and meet their learning objectives; conducting performance reviews; and responding to grievances at Stage 1 process; approving leaves, overtime, merit increases, etc.; motivating, appraising and disciplining as necessary.

Accountability - Finance and Materials :

Incumbent has delegated financial authority and manages assigned budget for human and material resources. Acts as delegated authority under the Treasurer of Ontario to research, evaluate and review new and unresolved existing client program accounts and to determine strategic resolution to such problematic accounts as write-offs, partial settlements.

Accountability - Impact of Errors :

Incumbent is responsible for overseeing the recovery of a large segment of outstanding revenue owed to the Crown. The impact of errors in identifying and securing payment may result in loss of revenue, security or assets. Inability to resolve contentious situations with customers will have an impact on compliance. Failure to verify the accuracy and validity of data pertinent to outstanding revenues owed to the Crown may have a negative impact on the delivery of programs within ministries and the Government. Poor management of the unit; payment delays; and/or the provision of incorrect or inaccurate advice would impair management decision-making, lead to higher financial costs; result in non-compliance with government policies, legislative requirements and service level agreements and lead to serious criticism and loss of confidence in the Ontario Shared Services.

Contact - Internal :

Regular contact with legal counsel (i.e. MGS, Attorney General) to discuss legal issues regarding litigious matters and provide expertise on public sector collections, accounts receivable issues and specific program accounts; with program areas across the OPS to develop service level agreements for collections services and to promote collection management services. Extensive contact with program managers in client Ministries to provide advice and guidance on the collection function, related accounts receivable policies, procedures and controls, exchange information and solve problems. Regular contact with financial service managers and staff of ministries, and peers in Ontario Shared Services to co-ordinate efforts, enhance information flow, discuss issues of mutual concern and resolve problems. Represents branch and OSS on ministry and inter-ministry committees and project teams.

Contact - External :

Regular contact with customers, lawyers, court officials, accountants, receivers in bankruptcy and officials of financial institutions to resolve problems and exchange information. Occasional contact with officials of other jurisdiction to exchange information on behalf of client program areas, discuss best practices, and confer on issues of mutual interest. Occasional contact with external auditors to provide information on audit matters.