Business Manager II

State of Maine•Augusta, ME

About The Position

This is professional services work of a managerial nature in the coordination, implementation, and oversight of the Mail Processing & Resolution Section (MPR) and Taxpayer Contact Center (TCC) of the Maine Revenue Service’s (MRS) Operations Processing Center (OPC). This position will be responsible for (1) managing work priorities, (2) managing the evaluation of processes, procedures, systems, work instructions, and determining which recommended improvements to implement, (3) collecting and analyzing tax related data, (4) evaluating work performance of state and contract staff members, (5) and planning and projecting annual staffing needs. DAILY KEY RESPONSIBILITIES: Assessing the state of operations Reviewing prior-day production numbers and deciding what requires that day’s focus Backlogs and Call volumes/wait times Service level performance Any system or staffing issues This is where a lot of judgment calls happen — you’re actively balancing workload, deadlines, staffing capacity, and MRS division service level expectations. Direct oversight and coordination Communicating expectations and daily priorities to supervisors or lead staff Addressing questions from staff about daily goals, exceptions, or unusual cases Decision making related to issues that could impact revenue, data security, or service levels. Analysis, improvement, and documentation Managing the evaluation of work manuals, processes, procedures, and recommend improvements Preparing data and documentation leadership needs for decision-making Checking in on: Quality of work and timeliness Policy compliance People management and training Developing and managing staff Ensuring performance related documentation stays current Supporting direct reports on performance-related issues Deciding if temporary staffing is needed and communicating that to the Tax Section Manager Meetings and collaboration Participating as a member of the OPC leadership team Coordinating with other MRS divisions Adjustments and prep for tomorrow Reviewing what worked and what didn’t that day Workflow adjustments, Follow-ups, Issues to escalate Ensuring leadership is informed if anything significant occurred Setting up priorities for the next day based on updated data Overall Atmosphere Hands-on operational leadership Constant balance between: Speed vs. accuracy Staff capacity vs. workload Accountable for overall performance metrics for your report areas

Requirements

Intermediate education, training, and/or experience in Business/Public Administration, Accounting, Economics, or another related field demonstrating competency in coordinating and monitoring business and fiscal operations, conducting procurement functions, and acting in a leadership capacity.

Nice To Haves

Preference will be given to those with experience in managing day-to-day business operations and staff performance.

Responsibilities

Assessing the state of operations
Reviewing prior-day production numbers and deciding what requires that day’s focus
Backlogs and Call volumes/wait times
Service level performance
Any system or staffing issues
Direct oversight and coordination
Communicating expectations and daily priorities to supervisors or lead staff
Addressing questions from staff about daily goals, exceptions, or unusual cases
Decision making related to issues that could impact revenue, data security, or service levels.
Analysis, improvement, and documentation
Managing the evaluation of work manuals, processes, procedures, and recommend improvements
Preparing data and documentation leadership needs for decision-making
Checking in on: Quality of work and timeliness Policy compliance
People management and training
Developing and managing staff
Ensuring performance related documentation stays current
Supporting direct reports on performance-related issues
Deciding if temporary staffing is needed and communicating that to the Tax Section Manager
Meetings and collaboration
Participating as a member of the OPC leadership team
Coordinating with other MRS divisions
Adjustments and prep for tomorrow
Reviewing what worked and what didn’t that day
Workflow adjustments, Follow-ups, Issues to escalate
Ensuring leadership is informed if anything significant occurred
Setting up priorities for the next day based on updated data

Benefits

Work-Life Balance – Rest is essential. Take time for yourself using 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
Health Insurance Coverage – The State of Maine pays 85%-100% of employee-only premiums ($11,857.68-$13,950.24 annual value), depending on salary.
Health Insurance Premium Credit – Participation decreases employee-only premiums by 5%.
Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($365.28 annual value).
Retirement Plan – The State of Maine contributes 14.11% of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.
Gym Membership Reimbursement – Improve overall health with regular exercise and receive up to $40 per month to offset this expense.
Health and Dependent Care Flexible Spending Accounts – Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.
Public Service Student Loan Forgiveness – The State of Maine is a qualified employer for this federal program.
Living Resources Program – Navigate challenging work and life situations with our employee assistance program.
Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including fathers and adoptive parents—receive forty-two (42) consecutive calendar days of fully paid parental leave. Additional, unpaid leave may also be available, under the Family and Medical Leave Act.
Voluntary Deferred Compensation – Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.
State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness.