Manager, Assessment Complaints

Role Responsibilities

Are you a strategic thinker with a passion for ensuring fairness, transparency, and integrity in public service? The Assessment Services Branch is seeking a detail-oriented and collaborative Assessment Complaints Manager to oversee the resolution of designated industrial property assessment complaints. This role is pivotal in maintaining legislative compliance, enhancing stakeholder confidence, and driving effective and timely resolution strategies across the branch.

Key Responsibilities:

1. Complaint Oversight
•    Lead the overall strategy and management of assessment complaint processes.
•    Act as the primary liaison with the Land and Property Rights Tribunal (LPRT) and complainants.
•    Monitor complaint status, ensure accurate logging, and track all deadlines.

2. Strategic Resolution Planning
•    Collaborate with Assessment Managers, assessors, and SMEs to evaluate and resolve complaints.
•    Meet directly with complainants to understand concerns and recommend appropriate resolution strategies.
•    Recommend appropriate paths forward (e.g., hearings, joint resolutions, correction agreements) to senior leadership.
•    Facilitate discussions with legal counsel, complainants, intervenors, and municipal stakeholders.

3. Document Creation, Review & Approval
•    Lead or support the drafting and review of witness reports with SMEs.
•    Train and coach SMEs on complaint participation and strategy.
•    Ensure full compliance with LPRT decisions and verify accurate revised assessment values.
•    Create resolution/decision summaries to support decision making and briefing leadership.

4. Stakeholder Communication
•    Serve as the main point of contact between municipalities, legal teams, and internal stakeholders regarding complaint processes.
•    Ensure all resolution-related communications and documentation are timely and accurate.

5. Legal & Hearing Support
•    Oversee legal engagement and review of legal cost estimates and approvals.
•    Collaborate on the development and review of hearing-related documentation, including witness reports, evidence disclosures, and rebuttals.

Please click on this LINK to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to thoroughly understand the competencies required for this role and be ready to demonstrate them during the recruitment process.

Systems Thinking: You foresee/anticipate outcomes and consider potential impacts across interconnected areas and will factor these insights into planning.

Agility: Skillfully identify and manage competing priorities within a highly politically sensitive environment.

Creative Problem Solving: Breaks down challenges, conduct thorough research and investigation and draw on your experiences to find effective solutions.

Build Collaborative Environments: Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve shared outcomes.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Qualifications

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Accredited assessor or equivalent (AMAA, AACI, CAE, or other), university degree in Business, Commerce, Management, or Law supplemented by four years related experience. Related experience or education may be considered as an equivalency on a one for one basis.

Equivalency:
Directly related education or experience may be considered on the basis of:
•    1 year of education for 1 year of experience; or
•    1 year of experience for 1 year of education.

Assets:
•    In-depth knowledge of property assessment, complaint resolution processes, and applicable legal frameworks (AMAA or equivalent designation preferred).
•    Strong leadership and experience providing supervision and direction to professional staff.
•    Proven ability to manage complex, multi-stakeholder processes with confidence and diplomacy.
•    Demonstrated experience in project management and stakeholder consultation.
•    Excellent communication, negotiation, and conflict resolution skills.
•    Familiarity with assessment systems (e.g., ALPAS, CAMAlot, ASSET).
•    Knowledge of tribunal processes, legal documentation, and working with regulatory bodies or legal teams.
•    Experience working with the Assessment Review Board or Land and Property Rights Tribunal is a strong asset.
•    Ability to work effectively with diverse stakeholders and cross-functional teams.

Notes

A cover letter is required. In your cover letter, please provide information that clearly demonstrates how your qualifications meet the advertised requirements for this position.

In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part time or full time.

This position is a permanent position with the standard weekly work hours of 36.25, Monday to Friday (8:15 am – 4:30 pm).

Pre-Employment Checks will be completed to assess the candidate’s suitability for a role. These checks may include (but are not limited to): references, criminal record check, academic verification, etc.

Candidates with lesser qualifications may be considered at a lower classification and salary.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA has to offer to prospective employees.
•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
•    Public Service Pension Plan (PSPP) - https://www.pspp.ca
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca
•    Positive workplace culture and work-life balance
•    Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
•    Leadership and mentorship programs