Ops Manager: Taxpayer Services

Bachelor’s Degree/Advanced Diploma (NQF 7) in Taxation/Finance AND 5 to 7 years’ experience in a Taxation/Financial Services environment, of which 1 year at supervisory level. Senior Certificate (NQF 4) AND 10 years’ related experience in a Taxation/Financial Services environment, of which 1 year at a supervisory level. Stakeholder engagement and management Fairness and Transparency Accountability Customer Service Honesty and Integrity Teamwork Conceptual thinking Championing the mandate Influencing others Mobilising teams Driving for excellence Accurate understanding Developing others Trust Respect Problem solving and analysis. Building sustainability Functional Policies and Procedures Tax Knowledge Managerial budgeting Customer relationship management Effective Business communication Problem analysis and judgement Planning, management and measurement Decisiveness Business acumen Building customer loyalty

Process Apply discretion and judgement to diagnose symptoms, causes and effects and to make decisions to overcome problems and to provide solutions. Apply the necessary discretion and judgement in making decisions and overcoming obstacles in order to attain set goals and objectives for area of accountability. 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 and provide guidelines to direct reports defining the impact of change, the change itself and new requirements as a result of change. Implement resource plans in line with delivery and performance objectives, on budget and in partnership with specialised areas. Lind 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. To provide real-time problem solving in an extremely dynamic environment, with a certain level of uncertainty pertaining to Demand v-s Supply. To participate in projects and support SARS initiatives execution. To manage internal and external stakeholder relations. To ensure required approvals in line with delegated authorities ware executed according to the SOPS [e.g. Tax Clearance Certificates]. To provide reports accurately and timeously and disseminate information to both direct reports and management. To contribute to effective corporate governance, inter alia by means of effective management and control of assets and overtime. To ensure that all relevant PMDS operational and HR Policies and procedures are fully adhered to and staff development is continuously managed. To act as knowledge and expertise resource and authority as and when required by providing root cause analysis and applying problem solving techniques to complex queries and put in place recommended solutions. Governance Implement governance, risk, and compliance policy in own practice area to identify and manager governance and risk exposure liability. Manage and or advice 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 capacity 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 specialist area. Finance Contribute to the development of divisional budgets to minimise expenditure aligned with divisional plans. Implement and monitor financial support, 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 Increase SARS awareness and number of new registrations by implementing tax education and tax base broadening initiatives. Build strong relationships and implement service level agreements that promote SARS with internal and external stakeholders. 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.

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