Job Description

Position Reports to: Manager: Account MaintenanceDivision: Taxpayer EngagementLocation: WoodmeadAdvert Closing Date: 23 September 2024About the PositionThe Operations Manager: Account Maintenance (Refunds) role brings the following to add value to Large Business International by planning, managing and monitoring the implementation of area specific activities. Manage end-to-end processes by managing internal operations and resources within account maintenance. Deliver on approved operational plans to continuously enhance service delivery. Ensure governance and compliance to Standard Operating Processes and Procedures (SOP's). Leading people to optimal levels of performance, ensuring productivity levels are maintained in an effective and efficient manner. Contribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback of exceptional service.The successful applicant must demonstrate a strong track record in team management, a keen understanding of the tax industry, and the ability to adapt to the evolving demands of the role. If you are a strategic thinker with a passion for driving performance and cultivating a collaborative team environment, we encourage you to apply.Job PurposeThe Operations Manager; Account Maintenance (Refunds) role brings the following to add value to Large Business International by planning, managing and monitoring the implementation of area specific activities. Manage end-to-end processes by managing internal operations and resources within account maintenance. Deliver on approved operational plans to continuously enhance service delivery. Ensure governance and compliance to Standard Operating Processes and Procedures (SOP's). Leading people to optimal levels of performance, ensuring productivity levels are maintained in an effective and efficient manner. Contribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback of exceptional service.Education and ExperienceMinimum Qualification & Experience RequiredMinimum Functional RequirementsRelevant Bachelor's Degree / Advanced Diploma (NQF 7) AND 5-7 years' experience in a account maintenance environment or refunds or related environment, of which 1 year ideally at supervisory levelAlternativeSenior Certificate (NQF 4) AND 10 years account maintenance and/or refunds or related environmentJob Outputs:Process

• Constantly monitor the integrity and quality of data to ensure that the correct and quality information is fed back to business and practice owners.
• Ensure that appropriate control measures are introduced and maintained
• Ensure that management reports are submitted timeously and accurately, according to requirements.
• Manage defined resources to achieve set unit's objectives and in the process, contribute to effective and efficient service delivery.
• Manage team activities to ensure achievement of production targets with quality and within the identified turnaround time and standards.
• Plan and manage projects and initiatives in area of accountability that impact on specific business area and stakeholders
• Accumulate information to report on work progress for decision making purposes and the identification of improvement opportunities.
• Apply discretion and judgement to diagnose symptoms, causes and effects in decision making and problem solving.
• Apply a solution based approach in managing team and work to attain the set goals and objectives for area of accountability
• Deploy resources appropriately and anticipate and resolve problems to ensure that targets are achieved within agreed deadlines & standards.
• 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.
• Frequently report on progress of unit and or team against pre-defined objectives and standards, ensuring accurate representation of facts.
• Implement change & provide guidelines to direct reports defining the impact of change, the change itself & new requirements as a result of the change.
• Implement resource plans in line with delivery and performance objectives,
• Link and communicate unit's objectives back to mandate, schedule and prioritise activities and allocate work to meet identified work outputs.
• Manage workload and capacity by focusing on the delivery and achievement of set objectives within specified timeframes, costs and standards.
• Plan and organise multiple work outputs by assigning priorities and continuously reviewing objectives and goals.
• Develop and implement a supporting operational strategy.
• Manage risk in team in line with prescribed policies and procedures, identifying gaps and directing to stakeholders for input.

Governance

• Implement and use governance & compliance procedures & 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 stakeholders and commitment to pursue and achieve on set goals.
• Implement appropriate people capacity plans in line with delivery and efficiency targets, budget and in partnership with interdependencies.
• Monitor and actively manage team performance to meet specified objectives against required targets, deadlines and quality standards.

Finance

• Contribute to the development of divisional budgets to minimise expenditure aligned with divisional plans.
• Be involved in alignment of budget 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

Client

• Implement continuous improvements and shorter turnaround times in line with Service Level Agreements with stakeholders.
• 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.

Behavioural competencies

• Adaptability
• Developing Others
• Fairness and Transparency
• Accountability
• Customer Service
• Conceptual Thinking
• Honesty and Integrity
• Championing the Mandate
• Influencing Others
• Mobilising Teams
• Driving for Excellence
• Leveraging Diversity
• Accurate Understanding
• Strategic Thinking
• Trust
• Respect
• Problem Solving and Analysis
• Building Sustainability

Technical competencies

• Functional Policies and Procedures
• Tax Knowledge
• Managerial Budgeting
• Project Management
• Customer Relationship Management
• Quality Management
• Effective Business Communication
• Problem Analysis and Judgement
• Planning, Management and Measurement
• Planning and Organising
• Problem Analysis and Judgement
• Effective Business Communication
• Decisiveness
• Business Acumen
• SARS Systems Products

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