Purpose of Job
Jobholders at this level execute work under minimal supervision from professionals or managerial staff and may supervise specific operational processes according to set policies, procedures, standards and guidelines. Operationally, they implement awareness programs, develop awareness materials, and monitor press news.
Job Resposiblites
Strategy and Planning
- Contribute to the design and implementation of Corporate Services strategic plan, objectives, and goals ensuring alignment with the strategy
- Set Corporate Services operational plans and direct implementation securing achievement of identified objectives
- Develop Corporate Services performance objectives and indicators and continuously monitor progress towards realization of objectives
Budget Management
- Participate in Corporate Services budgeting cycle and provide input to the budgeting process
- Ensure effective utilization of Corporate Services budget and report accurately on progress made and challenges encountered
- Investigate and propose implementing initiatives that result in positive financial impact for Corporate Services and mitigate financial and operational risks
Customer Support
- Provide input and direction during the development and/or update of policies, processes and procedures for customer support and call center management ensuring adherence to objectives and leading practices
- Ensure that all tickets related to customer queries and requests and complaints are resolved in a timely manner according to set standards and procedures
- Ensure that proper support is provided to customers (i.e., use of self-service machines, filling of application forms, verifying validity of forms, revision of all required documents, queries’ reply, entrance into the scheduled judicial hearings) to ensure efficiency of their transactions and thus enhance their satisfaction
Case Acceptance and Follow-up
- Ensure that the formal requirements for case registration are in line with legal regulations
- Ensure follow-up on the responses of parties to the lawsuit and their submission of the response lists and the prosecution in the lawsuits submitted
Dammam and Jeddah Branches Management
- Enhance all services through continuous assessment, standards provision, and improvement of practices
- Ensure that required timely support is provided to all branches and ports ensuring satisfaction
- Ensure consistent implementation of practices across all branches and ports
- Ensure timely resolution of disputes, issues and challenges of branches and ports
Data Management and Reporting
- Approve the research agenda ensuring adherence to all needs and objectives
- Approve partners/stakeholders (i.e., research centers, universities, OECD, international tax organizations, etc.) to collaborate with thought leaders and submit joint studies and research
- Oversee data analysis and studies including but not limited to lawsuits, cases, Committees’ outputs, decisions, submitted claims, ZATCA operations, legal and technical opinions, impact of media campaigns published on communication platforms, etc.
- Ensure all data and information analysis outcomes are clear and support planning and decision-making
- Ensure accurate and timely submission of periodic, special and annual reports
Customer Experience and Corporate Awareness
- Oversee the development and implementation of customer experience and corporate awareness initiatives to enhance customer journey
Job Details
Communication and Contacs
Eductaion
- Bachelor’s degree in Business Administration, Public Administration, or equivalent is required
- Master’s degree in Business Administration, or equivalent is preferred
Experience
An optimal of 10 years of relevant experience, with a preferred 5 years of experience in managerial level