Job Description

Job Title: Manager: Relationship Management X2Position Reports to: Senior Manager (HWI)Division: High Wealth Individual (HWI)Location: WoodmeadAdvert Closing Date: 22 July 2024About the PositionIn an ever-changing environment, we have built a responsive and agile organisation to give effect to our strategic intent of achieving voluntary compliance. We invite you to be part of the special team that contributes to the collection of revenue, protect the economy and people of South Africa by establishing relations with taxpayers and their respective tax practitioners/representatives to ensure increase in tax compliance. We believe that your skills, commitment, and dedication will add value and make a difference to the organisation and country. Integrity is key to this position.Job PurposeTo provide an effective interface between SARS, Taxpayers, Tax practitioners or Representatives and Institutions through establishing relationships, pro-actively identify inefficiencies and ensure efficient processes are in place to enable compliance.Education and ExperienceMinimum Qualification & Experience RequiredBachelor's Degree / Advanced Diploma in Tax Law/International Tax/MComm. SA & International Tax (NQF 7) AND 8-10 years' experience in PIT and Trust environment, of which 3-4 years ideally at junior management level ORSenior Certificate (NQF 4) AND 15 years' experience in PIT and Trust environment.Job Outputs:Process

• Act as a point of entry to resolve Taxpayer queries and collaborate with relevant SARS business units including internal and external stakeholders where applicable.
• Be accountable for the overall quality of taxpayer service experience within the value chain activities and processes.
• Continuously educate taxpayer and focus on ensuring the taxpayer is compliant in all aspects and escalate to the relevant business unit where applicable.
• Contribute to the closure of the tax gap and an improved hit rate in terms of compliance activities in area of accountability.
• Developing SLAs with the taxpayer up front around issues like the reduction of cycle times and response times to queries.
• Establish and maintain relationships and look at ways of innovating processes in dealing with client problems and challenges.
• Take part in integrated engagement sessions with taxpayers, provide inputs and solutions in order to ensure all taxpayer needs are proactively addressed.
• Understand taxpayer needs and pay attention to their interests and/or rights.
• Act as the bottom-line drivers of tactical implementation within the context of business unit excellence and performance improvement.
• Direct, control, coordinate and optimise budgeted resources to meet specific objectives and deliver agreed results and productivity requirements.
• Ensure the development and implementation of a practice in alignment with operational policy and procedural frameworks.
• Implement tactical strategy and delivery plans through the development of operational activities, ensuring the achievement of operational targets.
• Proactively identify interconnected problems, determine its impact, and use to develop best fit alternatives, implementing best practice solutions.
• Provide periodic reports on performance against plan & progress on short-term initiatives & use to realign tactical plan and objectives appropriately.
• Use the insights gained through integrated business reports to measure success & realign tactical strategy implementation objectives appropriately.
• Plan for handling work outputs, pull together interdependent activities & specify priorities, standards & procedures to ensure tactical implementation.
• Recommend changes to optimise processes, systems, policies, and procedures, and execute the implementation of change and innovation initiated by the organisation.
• Timeously communicate top-down policy and associated single practice area modification, objective achievement progress and critical success factors to impacted stakeholders.

Governance

• Implement governance, risk, and compliance policy in own practice area to identify and manage governance and risk exposure liability.
• Manage and or advise on the translation and application of policy in a specific functional area.

People

• Encourage and enable teamwork, by enabling collaboration with others and commitment to pursuing set goals.
• Develop and maintain a team that is capable for operating to their full capability and provide appropriate skills, knowledge and experience.
• Create a positive work climate & culture to energise employees & give meaning to work, minimise work disruption and maximise employee productivity.
• Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems, and achieve objectives.
• Plan & implement enhanced organisational efficiency by identifying and addressing development requirements & providing tools for people resources.
• Develop & implement appropriate people capacity plans in line with delivery & efficiency targets, on budget & in partnership with specialised area.

Finance

• Implement and monitor financial control, management of costs and corporate governance in area of accountability.
• Draw up a budget aligned to tactical delivery plans, monitor planned vs. actual, minimise expenditure and report on cost efficiency.

Client

• Build strong relationships and implement service level agreements that promote SARS with internal and external stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders that promote cross functional process delivery solutions.
• Understand taxpayer affairs to enable effective engagements, identification of non-compliance and valuable inputs and advice.
• Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunity for feedback and exceptional service.
• Develop and ensure implementation of practices which builds service delivery excellence and encourages others to provide exceptional client service.

Behavioural competencies

• Problem solving capability (Fundamental)
• Accountability
• Fairness and Transparency
• Relationship Management and Networking
• Customer Service
• Honesty and Integrity
• Conceptual Thinking
• Championing the Mandate
• Influencing Others
• Mobilising Teams
• Driving for Excellence
• Leveraging Diversity
• Accurate Understanding
• Developing Others
• Trust
• Respect
• Problem Solving and Analysis
• Service Delivery Innovation
• Creativity
• Building Sustainability
• Delightful ethos experience

Technical competencies

• Functional Policies and Procedures
• Situation Analyses
• Tax Knowledge
• Managerial Budgeting
• Customer Relationship Management
• Effective Business Communication
• Problem Analysis and Judgement
• Planning, Management and Measurement
• Decisiveness
• Business Acumen
• Practice and process facilitation skills
• Relationship Building

Compliance Competency

• GOC Confidential

Employment EquityThe Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.

South African Revenue Service