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Assistant Director of Service Resolution

4 months ago

Indianapolis, United States State of Indiana Full time
 Work for Indiana

 

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

 

At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.

 

About the Indiana Department of Revenue (DOR):

 

The Indiana Department of Revenue team has over 700 staff members from 13 locations across Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and tax program participants to administer Indiana's tax laws.  DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue.  Our mission is to serve Indiana by administering tax laws fairly, securely, and efficiently.

 

DOR holds the Top Workplaces USA award for employee engagement and satisfaction. This is the third consecutive year for national recognition and the fifth year for regional recognition.

 

Salary:

 

This position traditionally starts at an annual salary of $75,010.  Salary for this position may be commensurate with education and job experience.
 

Role Overview:

 

Assistant Director leads supervisors and professional staff to ensure best-in-class customer service.  You must have a strong commitment to supervisor/employee development and the successful implementation of goals and objectives in an effective and efficient manner.  You will also be a taxpayer advocate, which requires the highest level of ethics and integrity to act as a liaison to the Governor’s office and all State Representatives. This leader must serve as a role model for the DOR culture by embracing and modeling the Department of Revenue’s Core Values of: Fun, Leadership, Integrity, Respect, Teamwork, Service, and Continuous Improvement.

 

A Day in the Life:

 

The essential functions of this role are:

  • Develop and monitor customer service strategies that foster effective taxpayer relationships, including inbound and outbound customer contact and Taxpayer Advocate assistance.
  • Coordinate with the director to assess service effectiveness and service resolution procedures.
  • Execute, monitor, and measure staff effectiveness and service resolution.
  • Analyze tax liability trends and taxpayer accounts to address collection and taxpayer education opportunities.
  • Develop, mentor, and coach supervisors and team leaders, offering guidance and support. 
  • Create development plans for all direct reports.
  • Coordinate data collection between DOR divisions.
  • Review and approve Offer in Compromise per the Indiana Code.
  • Ensure liaison activities with the Governor's office and other elected and executive staff are handled with sensitivity and priority. Update all involved parties as needed.
  • Communicate service procedures and activities to other agency staff, legislators, and state and local agencies.
  • Ensure that all procedures are updated and followed.


The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success:

 

You must meet the following requirements to be considered for employment:

  • 4 years of managerial experience.  Will consider DOR supervisory experience, as well.
  • Collaborative team-building skills
  • Ability to plan, revise, and monitor workflow, goals, and outcomes.
  • Analytical and able to create statistical reports.
  • Ability to train, develop, and coach employees.
  • Excellent communication skills and ability to represent DOR to other departments, agencies, institutions, special interest groups, and the public.
Supervisory Responsibilities/Direct Reports:This role may provide direct supervision for one or more staff members.

 

Benefits of Employment with the State of Indiana:

 

The State of Indiana offers a comprehensive benefits package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) as well as vision and dental plans
  • Wellness Rewards Program: Complete wellness activities to earn gift card rewards
  • Health savings account, which includes bi-weekly state contribution
  • Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
  • Deferred compensation 457B account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
    • 150 hours of paid new parent leave
    • Up to 15 hours of paid community service leave
    • Combined 180 hours of paid vacation, personal, and sick leave time off
    • 12 paid holidays, 14 on election years
  • Education Reimbursement Program
  • Group life insurance
  • Referral Bonus program
  • Employee assistance program that allows for covered behavioral health visits
  • Qualified employer for the Public Service Loan Forgiveness Program
  • Free Parking for most positions
  • Free LinkedIn Learning access

     

Equal Employment Opportunity:

 

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws. 

 

If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.

 

The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.