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

Job Purpose

• To supervise the investigations of the team members and ensure that the team meet its production targets within the quality, turnaround time and productivity norms.

Education and Experience

Minimum Qualification & Experience Required

• Bachelor's Degree / Advanced Diploma (NQF 7) in Investigations or Policing AND 5 - 7 years’ experience in Enforcement, Accounting, Auditing, Taxation, Investigation or Policing, of which 1 year at a supervisory level

OR

• Senior Certificate (NQF 4) AND 10 years related experience in Enforcement, Accounting, Auditing, Taxation, Investigation or Policing environment, of which 1 year at a supervisory level

Minimum Functional Requirements

Job Outputs:

Process

• Assign and monitor investigation cases, ensuring equitable distribution, timely completion and adherence to quality standards for each investigator level, considering the complexity and scope appropriate to each level (e.g. Level 1: low complexity, Level 5: highly complex/syndicated cases)
• Collaborate with leadership to formulate and implement functional and operational strategies that support investigative goals across all levels, ensuring progression and capability development from Level 1 through Level 5
• Guide investigators at all levels in evidence collection, preservation and documentation, ensuring compliance with chain of custody protocols and adapting guidance to the complexity handled at each level
• Review and approve investigation reports for accuracy, clarity, and compliance with legal and organisational standards, with attention to the increasing complexity and legal requirements as cases progress from Level 1 to Level 5
• Conduct and oversee complex criminal investigations personally (especially at Level 4 and 5), reporting outcomes and identifying areas for improvement across all levels
• Recommend and implement improvements to processes, systems, policies and procedures, fostering innovation and continuous improvement at every level
• Plan and organise multiple work outputs, prioritising objectives and continuously reviewing team goals, ensuring that work allocation and scheduling reflect the complexity and capability of each investigator level
• 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.
• 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 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 because 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.
• 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.
• Develop and execute tactical criminal investigation strategies that align with national objectives and operational plans, ensuring these strategies are tailored to support and oversee all five investigator levels (Entrant, Junior, Investigator, Senior, Principal).

Governance

• Ensure data accuracy and integrity within the national Case Management System (CMS) for all criminal investigations, with regular audits to ensure compliance with SAR policies and mandates at each investigator level.
• Report frequently on investigation progress against predefined objectives and standards, providing differentiated feedback and support based on the investigator level.
• 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

• Apply discretion and judgement to diagnose issues, resolve problems and provide effective solutions, supporting investigators at all levels in escalating and resolving challenges appropriate to their level.
• Implement and evaluate performance programmes for each investigator level, recommending changes in line with legislative and organisational requirements and supporting career progression from Entrant to Principal Investigator.
• Lead change initiatives, providing clear guidance on impacts, requirements and implementation strategies for all investigator levels.
• 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.
• 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.

 Finance

• Manage resources and budgets effectively to meet performance targets and deliver agreed results across all levels.
• 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

• Implement continuous improvements and shorter turnaround times in line with Service Level Agreements with stakeholders.
• Manage interdependencies to ensure input and output flow between all teams and divisions and external stakeholders.
• Engage with the National Prosecuting Authority (NPA), particularly Special Tax Units, in accordance with memorandums of understanding, ensuring investigators at all levels are appropriately supported and briefed for external engagements.
• Develop and implement processes which build client service delivery excellence and encourage others to provide exceptional service.

Behavioural competencies

• Accountability (V)
• Adaptability
• Fairness and Transparency (V)
• Honesty and Integrity (V)
• Problem Solving and Analysis
• Respect (V)
• Trust (V)
• Ability to translate strategy into execution
• Concern for Impact of own behaviour on others
• Develops teams and nurtures interdependency
• Inspires others to Positive Action
• Nurtures Future Talent
• Stewardship and Service Orientation
• Strong Results Orientation
• Values and Manages Diversity

Technical competencies

• Business Acumen
• Change Management
• Criminal Investigation
• Decisiveness
• Effective Business Communication
• Functional Policies and Procedures
• Investigative Skills
• Managerial Budgeting
• Planning and Organising
• Planning, Management and Measurement
• Problem Analysis and Judgement
• SARS Systems Products
• Search and Seizure
• Tax Knowledge