Licensing Manager

Arizona Department of Administration • Tucson, AZ

22h • $54,999 • Onsite

About The Position

The Licensing Division Manager provides strategic leadership and operational oversight for the Cashier Lobby teams in Tucson. This role is responsible for the end-to-end management of payment processing operations, ensuring the accurate application of tax payments and the integrity of daily financial reconciliations. Beyond operational delivery, the Manager drives staff development through coaching and performance management, implements departmental policies, and ensures adherence to internal controls. The Manager also facilitates continuous process improvement initiatives to enhance service efficiency and oversees the processing of licensing, registration, and disclosure forms in alignment with State of Arizona tax regulations. This position is full time in office M-F at our Tucson location.

Requirements

• Knowledge of principles and processes for providing customer and personal services
• Knowledge of generally accepted accounting practices, as it applies to cash handling
• Skills in utilizing Artificial Intelligence Systems
• Strong verbal, written, and active listening skills
• Strong customer service skills to include conflict de-escalation and resolution techniques
• Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages
• Effective interpersonal skills and demeanor
• Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
• Proficiency in the use of tax reporting systems
• Keyboarding/typing at least 40 wpm and 10-key skill
• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
• Ability to build, motivate, engage, develop/grow, and retain a high performing team
• Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
• Ability to understand and solve problems by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
• Ability to learn and apply LEAN concepts, principles, and tools
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Nice To Haves

• Bachelor’s Degree in Accounting, Business Administration, or a closely related field
• Previous supervisory experience

Responsibilities

• Carries out manager responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws.
• Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees
• Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization
• Has oversight of daily reconciliation, deposits and end-of-day monies balancing of assigned till, direct payment applications, cash bonds reconciliations, maintain loomis log, sorting all daily transactions
• Conducting regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring
• Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals
• Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts
• Communicating and enforcing agency policies and programs
• Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate
• Conducts onboarding for new hires
• Monitors, proactively mitigates, and communicates workforce, capacity, and scheduling to Sr. Customer Service Manager and manages the facilitating and processing of requests for License and Registration, PMC, Bonding, and Contracting and process payments for all tax types.
• Oversees daily operational tasks including processing of suspended applications, handling post office returns, and managing web ticket/email queues.
• Maintains work standards, procedures, and methods.
• Collaborates with internal and external stakeholders to facilitate decision-making, clarify information, and resolve operational issues.
• Manages work processes and systems; instructs staff members in proper use of complex systems of methods, procedures, rules or regulations used by the team
• Writes policy and operating procedures for the unit
• Receiving and processing higher-tiered or escalated requests received by phone, mail, and email
• Maintaining records for inventory
• Performs activities for licensing, bonding, and contracting
• Completes performance metrics and present leadership huddles
• Inputting application information, issuing license, registration,
• Researching and interpreting customer records and documentation in order to resolve complex licensing issues and taxpayer complaints
• Performing maintenance on accounts, per taxpayer requests
• Conducting evaluations and managing assigned workload and services
• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
• Conducts all required training in a timely manner
• Shall complete metrics, projects, huddle boards and reports as requested.
• Prepares for and actively conducts 1:1 with direct reports
• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned
• Engages as project business lead and/or SME as applicable, to ensure the successful execution of all mandated and non mandated projects.

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager