Job Description

Position Reports to: Manager: Service OperationsDivision: Taxpayer EngagementLocation: DurbanAdvert Closing Date: 28 February 2025About the PositionSARS is looking for an energetic result oriented, self-driven, highly competent Ops Manager: Service Operations with deep understanding of all tax types and operations. S/he is an inspiring leader with the ability to build and work with a great service team and display steward leadership. S/he has an unmistakable purpose and service orientation. Providing great customer services, as well as creating the capability within SARS to achieve its strategic intent of Voluntary Compliance by making it easy for compliant taxpayers and hard & costly for non-compliant taxpayers. Executed effectively, this role will create the capability within SARS to achieve its strategic intent of good service orientation.Job PurposeTo plan, manage and monitor the implementation of area specific activities and end-to-end processes, by managing internal operations and resources within the contact centre division, in order to deliver on approved operational plans and to continuously enhance service delivery.Education and ExperienceMinimum Qualification & Experience Required

• Bachelor's Degree or Advanced Diploma (NQF 7) in Business Administration/ Operations Management and 5 - 7 years' experience in a Contact Centre and/ or Customer Service environment, of which 1 year at a supervisory level.
• Managing teams in a high-volume, multi-channel Contact Centre and/or Customer service environment.

ALTERNATE:

• Senior Certificate (NQF 4) and 10 years' experience in a Contact Centre and/or Customer Service environment, of which 1 year at a supervisory level.
• Managing teams in a high-volume, multi-channel Contact Centre and/or Customer service environment.

Job Outputs:Process

• Implement governance control processes by ensuring effective role segregation in area of accountability, according to risk mitigation plans.
• Consult with clients or stakeholders on complex issues and give technical advice to ensure the correct application of relevant legislation.
• Provide regular reports of activities and performance to ensure the accurate recording and communication of progress of agreed objectives
• Frequently report on progress of unit and or team against pre-defined objectives and standards, ensuring accurate representation of facts.
• Apply discretion and judgement to diagnose symptoms, causes and effects and to make decisions to overcome problems and to provide solutions.
• Ensure procedures, policies and mandates are clearly understood and complied with.
• Ensure the development, alignment and implementation of end-to-end processes within area of accountability for continued process improvement.
• Link and communicate unit's objectives back to mandate, schedule and prioritise activities and allocate work to meet identified work outputs.
• Manage a work function or unit by focusing on the delivery and achievement of set objectives within specified time frames, costs and standards.
• Plan and organise multiple work outputs by assigning priorities and continuously reviewing objectives and goals.
• Provide input into the development of the tactical strategy as well as develop and implement a supporting operational strategy.
• Apply the necessary discretion and judgment in making decisions and overcoming obstacles in order to attain set goals and objectives for area of accountability.
• Implement change and provide guidelines to direct reports defining the impact of change, the change itself and new requirements as a result of the change.
• Implement resource plans in line with delivery and performance objectives, on budget and in partnership with specialised areas.

Governance

• Implement and use governance and compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities.
• Implement risk management, governance and compliance policies and processes to identify and manage risks and expose liabilities.
• Understand and implement governance control processes and role segregation requirements in area of accountability.

People

• Build strong relationships through providing direction and leadership to own team and expressing positive expectations.
• Encourage and enable teamwork, by enabling collaboration with others and commitment to pursuing set goals.
• Implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.
• Monitor and actively manage team performance to meet specified objectives against required targets, deadlines and quality standards.

Finance

• Draw up a budget aligned to operational delivery plans, monitor and report on variances.
• Ensure team's adherence to specified policies, standards & procedures to prevent & reduce wastage on financial resources & escalate associated risk.
• Implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls

Client

• Contribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback & exceptional service.
• Develop and implement processes which builds client service delivery excellence and encourages others to provide exceptional service
• Implement continuous improvements and shorter turnaround times in line with Service Level Agreements with stakeholders.

Behavioural competencies

• Accountability
• Adaptability
• Customer Service
• Fairness and Transparency
• Honesty and Integrity
• Problem Solving and Analysis
• Respect
• Trust
• Ability to translate strategy into execution
• Concern for impact of own behaviour on others
• Develops teams and nurtures
• Positive Action
• Nurtures Future Talent
• Stewardship and Service Orientation
• Strong Results Orientation
• Values and Manages Diversity

Technical competenciesCompliance Competency

• GOC Secret

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