Ops Manager: Account Maintenance at The South African Revenue Service (SARS)

Job Purpose

• To plan, manage and monitor the implementation of area specific activities and end-to-end processes by managing internal operations and resources within the account maintenance business unit, in order to deliver on approved operational plans and to continuously enhance service delivery.

Education and Experience

Minimum Qualification & Experience Required

• Bachelor's Degree / Advanced Diploma (NQF 7) in Business Management/ Accounting/Finance and 5-7 years' experience in Accounts or Taxpayer Services, of which 1 year is at supervisory level

#ALTERNATIVE

• Senior Certificate (NQF 4) and 10 years’ experience in Accounts or Taxpayer Services, of which 1 year is at supervisory level.

Job Outputs:

Process

• 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 the change.
• Implement resource plans in line with delivery and performance objectives, on budget and in partnership with specialised areas.
• 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.
• Manage defined resources and the achievement of set unit's objectives and in the process, contribute to effective and efficient service delivery.
• Manage team activities to ensure achievement of production targets within the identified quality and turnaround time and standards.
• Plan and manage projects and initiatives in area of accountability that impact on specific business area.
• 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.
• Accumulate information to report on work progress and use for decision making purposes and the identification of improvement opportunities.
• 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 judgment in making decisions and overcoming obstacles in order to attain set goals and objectives for area of accountability.
• Constantly monitor the integrity and quality of data to ensure that the correct information is fed back to business and practice owners.
• Deploy resources appropriately and anticipate and resolve problems to ensure that tactical targets are achieved within agreed deadlines and standards.
• Ensure procedures, policies and mandates are clearly understood and complied with.
• Ensure that appropriate control measures are introduced to address matters raised in audit findings.
• Ensure that organisational compliance reports are submitted timeously and accurately, according to legislative requirements.

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

• 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.
• Build strong relationships through providing direction and leadership to others and expressing positive expectations.
• Encourage and enable teamwork, by enabling collaboration with others and commitment to pursuing set goals.

Finance

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

Client

• Develop and implement processes which build client service delivery excellence and encourage 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

Technical competencies Leadership Competencies

• Ability to translate strategy into execution
• Concern for impact of own behaviour on others
• Develop teams and nurtures interdependency
• Inspire others to positive action
• Nurtures future talent
• Stewardship and service orientation
• Strong results orientation
• Values and manage diversity

Technical competencies

• Analysis and interpretation of Financial Statements
• Business Acumen
• Change Management
• Customer Relationship Management
• Decisiveness
• Effective Business Communication
• Financial Acumen
• Financial Analysis and Reporting
• Financial and Performance reporting
• Functional Policies and Procedures
• Managerial Budgeting
• Planning and Organizing
• Planning, Management and Measurement
• Problem Analysis and Judgement
• Quality Management
• SARS System Products
• Standard operating procedure compliance
• Tax Knowledge