Lead: Enabling Operational Excellence at The South African Revenue Service (SARS)

Job Purpose

• To formulate Effectiveness tactical strategy and associated delivery plans related to a single practice area, by managing and coordinating the implementation of the operational effectiveness strategies, ensuring practice integration and operational implementation through the achievement of effectiveness objectives.

Education and Experience

Minimum Qualification & Experience Required

• Relevant bachelor’s degree / Advanced Diploma (NQF 7) AND 8-10 years' experience in a similar environment, of which 3-4 years at junior management level

Alternative

• Senior Certificate (NQF 4) AND 15 years related experience, of which 3-4 years at junior management level

Job Outputs:

Process

• Assist in driving process optimisation through active monitoring, reporting and alignment to meet organisational requirements.
• Communicate a meaningful operational context that promotes the implementation of best practice, operational efficiency and client service delivery.
• Develop and maintain standard operating procedures (SOP) and quality and service standards, to be adhered to in area of accountability.
• Conduct quality assurance inspections across teams to ensure that all work conducted is on standard.
• 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.
• 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.
• 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.
• 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

• Drive and promote a culture of work centric thinking, productivity, service delivery and quality management in the business unit.
• Plan & implement enhanced organisational efficiency by identifying and addressing development requirements & providing tools for people resources.
• 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.
• Develop & implement appropriate people capacity plans in line with delivery & efficiency targets, on budget & in partnership with specialised area.

Finance

• Manage effective cost control of the core processes in line with targeted savings.
• 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

• Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunity for feedback and exceptional service.
• Build strong relationships and implement service level agreements that promote SARS with internal and external stakeholders.
• Develop and ensure implementation of practices which builds service delivery excellence and encourages others to provide exceptional client service.