Careers at The South African Revenue Service (SARS)

Job Purpose

• To make non-compliance hard and costly by ensuring that there is consequence for none payment of Debt.

Education and Experience

Minimum Qualification & Experience Required

• Relevant National Diploma / Advanced Certificate (NQF 6) in Credit management/Legal/Finance/ AND 2-3 years Debt Collection experience, or 2-3 experience in Commerce environment, of which at least 1-2 years at a knowledge worker level.
• Articles would be advantageous. 

Minimum Functional Requirements

• Legal aspects of collections (Sequestrations, Liquidations, etc) and/or In-depth Analysis of Financial Statements (including ratio analysis and interpretation).

Job Outputs:

Process

• Accumulate information and provide reports with recommendations applicable to area of specialisation. 
• Apply practical and applied knowledge and act authoritatively on methods, systems, and procedures to identify trends and potential risks. 
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation. 
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation. 
• Execute process and procedural change, implement the change, and provide guidelines and support related to new requirements because of the change. 
• Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions / conclusions. 
• Correctly apply applicable legislation, including amongst other policies, procedures, and SOPs in the delivery of work outputs.
• Conduct pre-assessment profile of the taxpayer including related /connected parties/linked entities and determine any risks to SARS
• Determine the collectability of debt, evaluate whether there is risk of dissipation of assets, determine whether taxpayer intends to dispute and recommend whether preservation order and/or caveats should be considered.
• Complete a referral for suspicious activity RSN/STO and follow up with relevant stakeholders
• Compile collection input report to cases to be presented to the Large Assessments Committees/National Appeals Committees
• Execute all necessary legal enforcement collection actions within the framework of TAA and Companies Act for all tax types as selected
• Profile, Analyse, Prepare and present a submission for Suspension of Obligation to Pay/Write-Off to relevant Debt Committee and capture the outcome.   
• Analyse, Negotiate, Prepare and Present the requests for a deferral of payment/compromise settlement from the taxpayer to the relevant Debt Committee and notify the taxpayer of the outcome.
• Monitor payments against the deferral/ compromise agreement and secure updates to the journals and closure of case file upon payment in full. 
• Conduct physical verification and evaluation of moveable and immovable assets
• Receive and process a motivation in favour or against the business rescue plans and present the case to the relevant committee for approval or refer for Specialisation.
• Monitor legislation compliance throughout the Business Rescue processes and ensure payments received. 
• Collate all the necessary documentation for applications for liquidation /sequestration and upload for case coding and refer where necessary for Specialisation.
• Attend all internal and external stakeholder meetings including creditors meetings, attend court proceedings, Tax enquiry etc  
• Reduce the debt book through adjustment and Write-Offs as approved by the relevant Committee.
• Analyse liquidations plans/Sequestrations applications/Business Rescue plans/Trusts/other creditors that can be held liable for the debt and make motivation for further enforcement action
• Initiate and Execute enforcement actions to secure highest return for SARS
• Prepare a motivation in favour or against the enforcement actions, highlight the risks to the organisation and present the case to the relevant committees for approval.
• Participate in debt collection from high-risk projects as selected by Audit and Investigations.
• Identify any taxpayer assets that may be in foreign countries and refer debt collection process for International Recovery.

Governance

• Comply to set governance and compliance procedures and processes related to an area of specialisation and continuously identify and escalate risks. 

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. 
• Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations.

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Building Sustainability
• Commitment to Continuous Learning
• Conceptual Ability
• Fairness and Transparency
• Honesty and Integrity
• Organisational Awareness
• Respect
• Trust

Technical competencies

• Business Knowledge
• Debt Management
• Efficiency improvement
• Execute, Implement and Follow-Through
• Functional Policies and Procedures
• Legal Compliance
• Negotiating Skills
• Report
• Risk and Compliance
• Risk Awareness
• Risk Knowledge
• Standard Operating Procedures Compliance
• Tax Knowledge
• Verbal Communication

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Job Purpose

• To conduct audits and/or verifications on a risk profile basis to ensure compliance.

Education and Experience

Minimum Qualification & Experience Required

• National Diploma (NQF6) in Finance/ Accounting/ Taxation/ Auditing and 2-3 years' experience in Tax consulting/ Tax audit environment, of which 1-2 years at knowledge worker level field

#Alternative

• Senior Certificate (NQF 4) and 5 years’ experience in Tax consulting / Tax Audit environment, of which 1-2 years at knowledge worker level field

Job Outputs:

Process

• Be informed on related acts, legislation and regulations that might impact on own work.
• Be observant and engage on possible violations of regulation, policies, SOPs and standards of conduct and escalate where necessary.
• Conduct audits/verifications to ensure compliance with the relevant acts.
• Plan and organise own work tasks within area of work.
• Prepare and present submissions to interest and penalty committee.
• Take accountability for delivery of contracted work outputs within agreed parameters, quality standards and client service targets.
• Accumulate information and provide reports with recommendations applicable to area of specialisation.
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.
• Correctly apply applicable legislation, including amongst other policies, procedures, and SOPs in the delivery of work outputs.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation.
• Execute process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change.
• Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions/conclusions.

Governance

• Comply to set governance and compliance procedures and processes related to an area of specialisation and continuously identify and escalate risks.

People

• Develop productive working relationships with team members, Ops manager and key role players in the business to support contracted work outputs.
• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service
• Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations

Behavioural competencies

• Fairness and Transparency
• Analytical thinking
• Accountability
• Conceptual ability
• Organisational awareness
• Trust
• Respect
• Attention to detail
• Commitment to continuous learning
• Building Sustainability
• Honesty and Integrity
• Teamwork

Technical competencies

• Reporting
• Functional Policies and Procedures
• Financial Accounting
• Operational Audit
• Business Knowledge
• Efficiency improvement
   

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Job Purpose

• To develop and deploy sourcing commodity strategies to deliver value through strategic sourcing. To manage portfolio of commodities through cross functional sourcing teams for effective execution of portfolio based commodity strategies, as well as ensuring the overall sustainability of commodity based initiatives.

Education and Experience

Minimum Qualification & Experience Required

• A Relevant Bachelor's Degree / Advanced Diploma (NQF 7) in Commerce/Supply Chain/Business Management AND 5-7 years' experience in a Strategic Sourcing, Project Management and Tender Administration environment, of which 1 year at supervisory level.

ALTERNATIVE

• A Senior Certificate (NQF 4) AND 10 years related experience in Strategic Sourcing, Project Management and Tender Administration, of which 1 year at supervisory level.

Minimum Functional Requirements

• Functional experience in Strategic Sourcing, Project Management & Tender Administration.

Job Outputs:

Process

• Act as chairperson to the Bid Evaluation Committee (BEC).
• Actively support and develop accredited small BEE and SMMEs through providing guidance on tender process and available business opportunities.
• Benchmarking and Market analysis for new products.
• Collate and analyse data that measures the control of prices and costs, innovations and deliveries with suppliers and take actions to improve performance.
• Contribute to the management of the procurement function taking steps to mitigate challenges and difficulties to resolve conflict within SARS.
• Create plans with stakeholders to improve supply chain management.
• Create risk assessments, registers or other risk evaluation tools for projects and agree actions with suppliers and other stakeholders to allocate or share risks to avoid claims, variations or disruptions.
• Develop hierarchies of categories for both direct and indirect expenditure that can be subjected to category management and strategic procurement.
• Development and management of supplier relationships in conjunction with internal client (contracts).
• Devise and monitor key performance indicators for sustainability with suppliers and take appropriate actions to ensure delivery to agreed standards
• Ensure that the needs of SARS are met; take appropriate actions by co-ordinating the implementation of contract negotiation, communication with suppliers or modifying procedures to ensure customer satisfaction.
• Ensuring that the procurement function, however exercised within SARS, complies with all statutory requirements and the SARS Procurement Policy and Procedures.
• Evaluate and apply appropriate methodology to achieve improved category management, historical and forecasted data on categories of spend to help formulate a category plan and develop category management plan by analysing market factors.
• Investigate and make recommendations to management on the development of e-catalogue that can be applied to procurement and assess developments in system technology and make recommendations to colleagues and other stakeholders.
• Investigate the use of P2P systems used in procurement and make recommendations to senior management.
• Liaise with all GMs regarding ending contracts.
• Loading all awarded contracts on SAP.
• Manage for all procurement and tender activities with a value of R200,000 (RFP/RFT/RFI) or more or as may be determined by SARS from time to time.
• Provide advise to colleagues and other stakeholders on how to promote sustainable and responsible procurement in SARS.
• Research information on suppliers using appropriate sources of information to select appropriate suppliers and evaluate financial, commercial and technical capabilities of potential suppliers.
• Responsible for all price adjustments on all contracts.
• Responsible for tender management, by reviewing all tenders and recommending and adjudication in line with delegations of authority.
• Responsible, in consultation with Supplier Performance Specialists, for vendor performance management.
• Review contracts and recommend appropriate actions to be taken in the event of any default or breach of contract and evaluate and recommend appropriate actions to be taken to resolve variations, claims or compensation events.
• Work with stakeholders and communicate standards to eliminate bribery corruption and fraud in supply chain and take appropriate actions in the event of any alleged breach of standards
• 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 & 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 & provide guidelines to direct reports defining the impact of change, the change itself & 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.
• 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.

Governance

• Implement and use governance & compliance procedures & 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

• Build strong relationships through providing direction and leadership to own team 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

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

Client

• Contribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback & exceptional service.
• Develop and implement processes which builds client service delivery excellence and encourages others to provide exceptional service.

Behavioural competencies

• Adaptability
• Fairness and Transparency
• Accountability
• Honesty and Integrity
• Conceptual Thinking
• Championing the Mandate
• Influencing Others
• Mobilising Teams
• Driving for Excellence
• Leveraging Diversity
• Accurate Understanding
• Developing Others
• Trust
• Respect
• Problem Solving and Analysis
• Building Sustainability

Technical competencies

• Functional Policies and Procedures
• Tax Knowledge
• Effective Business Communication
• Managerial Budgeting
• Effective Business Communication
• Problem Analysis and Judgement
• Planning and Organising
• Decisiveness
• Business Acumen
• Expenditure Management
• SARS Systems Products
• Supply Chain Management
• Procurement Knowledge
• the maintenance, reconciliation and

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Job Purpose

• To facilitate the adoption of new leading edge ‘Game Changer’ concepts in support of the SARS Vision 2024 enterprise strategy. This is achieved through research and benchmarking, participating in open collaboration networks, identifying and conceptualising innovation solution designs, the incubation of concepts (e.g., prototyping, piloting, etc.) and implementation of solution designs.
• The outcomes are utilised to define product features, develop their implementation roadmaps in the SARS business architecture and business solutions landscape, and ensure that the designs support the achievement of sustainable business results, including the provision of design and implementation support and conducting stakeholder engagement.

Education and Experience

Minimum Qualification & Experience Required

• Honours  / Postgraduate Diploma (NQF 8) in Industrial Engineering; Computer Science and Min. 10-12 years' experience in an innovation, design, and technology environment, of which 3-4 years at a specialist level.

Alternative#

• Relevant bachelor’s degree / Advanced Diploma (NQF 7) in Industrial Engineering or Computer Science and 15 years’ experience in an innovation, design, and technology environment, of which 3-4 years at a specialist level.

Job Outputs:

Process

Innovation

• Collaborate with local and international owners, partners and stakeholders
• Conduct local and international research and benchmarking
• Develop, socialise and publish fore-sighting reports
• Draft idea elevator pitches
• Understand business problem using data driven approach
• Design Innovation Solutions
• Draft Innovation Business Cases
• Build, test and demonstrate prototype
• Manage prototype governance
• Track solution benefits

Solutioning

• Build relationships with Business, Product and Segment Owners
• Build stakeholder and partner networks
• Assess the strategic landscape
• Draft or facilitate the drafting of modernisation and solution strategies
• (5-10-year horizon)
• Socialise modernisation and solution strategies
• Analyse and understand problems
• Collaborate on the detailed designs
• Draft Business Cases
• Participate in the development and testing cycle
• Track solution benefits

Governance

• Implement and provide input into the development of governance, compliance, integrity and ethics processes within area of specialisation.
• Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations & discrepancies. 

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.
• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.

Finance

• Implement and monitor financial control, management of costs and corporate governance in area of accountability
• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Build strong relationships and develop 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.
• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Provide authoritative, specialist services, expertise and advice to internal and external stakeholders. 

Behavioural competencies

• Honesty and Integrity
• Fairness and Transparency
• Accountability
• Problem Solving and Analysis
• Conceptual thinking
• Influencing others
• Driving Excellence
• Leveraging diversity
• Accurate understanding
• Building sustainability

Technical competencies

• Strategic Planning
• Tax Knowledge
• Effective Business Communication
• Problem analysis and judgement
• Planning management and measurement
• Decisiveness
• Business acumen
• Functional Policies and Procedures

Knowledge

• Knowledge of innovation, industry and technology trends
• Understand a situation or problem by breaking it into smaller pieces/tracing the implications of situation in a step-by-step way
• Knowledge of own organisations, policies, procedures, services, products and business operating models
• The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.
   

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Job Purpose

• To be accountable and responsible for the development of organisational effectiveness tools and the building capabilities of strategic partners to effectively drive the implementation of organisational effectiveness initiatives and implement complex organisational effectiveness and change initiatives and strategies that support business objectives and are aligned with organisations vision, mission, and strategic plan and cultural and values framework.

Education and Experience

Minimum Qualification & Experience Required

• Relevant bachelor’s degree / Advanced Diploma (NQF 7) in Business Administration or Management/ Psychology (Industrial or Organisational)/ Human Resource AND 8-10 years' experience in a Change Management environment, of which 3-4 years must at an operational specialist level.

Alternative#

• Senior Certificate (NQF 4) AND 15 years change management experience of which 3-4 years must at an operational specialist level.

Job Outputs:

Process

• Analyse and make recommendations about improvements to specialist systems, procedures, and associated area's practice.
• Contribute to the optimum utilisation of org. resources, advising on effective planning and development of area of specialisation resource plans.
• Develop a single practice area in alignment with operational activity and procedural frameworks and ensure tactical implementation.
• Draw on own technical or professional expertise, knowledge & experience to identify & recommend tactical solutions to defined problems in practices.
• Integrate business information, compare, analyse & produce reports to identify trends, discrepancies & inconsistencies for decision making purposes.
• Optimise goal achievement through tactical strategy implementation and optimisation of practises, processes & systems across an internal value chain.
• Plan for value-added, continuous practice & system improvements to deliver on objectives to enhance tactical implementation and excellence.
• Proactively identify interconnected problems, determine its impact, and use to develop best fit alternatives, best practice implementation solutions.
• Translate top-down policy in relation to own practice area and communicate impact to relevant stakeholders.
• Recommend changes to optimise processes, systems, practice area and associated procedures and execute the implementation of change and innovation. • Provides alignment and integration between the work done by Internal and External Consultants.
• Develops strategic partnerships with the Executive Team, HR specialists, and other internal clients to identify and intervene on change management initiatives that foster Organisation learning and address corporate strategic goals and needs.
• Provides change management expertise to project management for organisation-wide projects/initiatives as required, facilitating stakeholder buy-in and support and change adoption.
• Consults with organisation leadership and HRBPs regarding strategic planning sessions for groups to clarify, communicate and act upon the vision and goals of their department within the context of the Organisation’s mission, vision, and values.
• Actively promote the assimilation of Organisational Effectiveness and Change Management competencies for HRBP and Line Managers through education, partnership, and consultation.
• Partner with external consultants brought in to do various initiatives by providing them with information about the organisation, support the implementation, and ensuring that follow-up assessments of effectiveness are conducted.
• Assesses risks associated with various change initiatives/projects and suggests and implements actions to manage any negative impacts.
• Conducts organisation assessments using instruments and surveys to analyse individual and group behaviour and recommends strategies for making needed changes.
• Influences and supports changes in organisational behaviour and serves as an internal consultant to facilitate team building; resolving work group conflict; changes in group in norms values and culture.
• Recommend, manage, and implement the organizational change associated with enterprise and cluster projects.

Governance

• Develop and/or align governance and compliance policies for own practice area to identify and manage risk exposure liability.

People

• Integrate new knowledge and transfer skills attained through formal and informal learning opportunities in the execution of your job.
• Provide specialist know-how, support, advice, and practice thought leadership in area of expertise.
• Positively influence and manage change in area of accountability.

Finance

• Implement and monitor financial control, management of costs and corporate governance in area of specialisation.

Client

• Develop & ensure implementation of a practice that builds service delivery excellence & encourage others to provide exceptional stakeholder service.
• Participate in the specialist practice community and contribute positively to organisation knowledge management.
• Provide authoritative, specialist expertise and advice to internal and external stakeholders.

Behavioural competencies

• Accountability (V)
• Analytical Thinking
• Attention to Detail
• Building Sustainability
• Commitment to Continuous Learning
• Conceptual Ability
• Fairness and Transparency (V)
• Honesty and Integrity (V)
• Leading Change
• Organisational Awareness
• Problem Solving and Analysis
• Relationship Management and Networking
• Respect (V)
• Stakeholder Engagement and Management
• Trust (V)

Technical competencies

• Business Knowledge
• Change Management
• Efficiency improvement
• Functional Policies and Procedures
• Human Resource Consulting
• Knowledge of HR Policies & Procedures
• Organisation Planning and Design
• Reporting

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Job Purpose

• To support clients with high complexity requirement analysis and systems configuration, implementation, and support of respective SAP modules. This role uses consulting skills, business knowledge, and SAP solution experience to effectively integrate SAP technology into the client’s business environment in order to achieve client expected business results.
• To participate in the cost effective and efficient Production, Quality Assurance, Alpha and RTR environment to support organisation's goals and objectives through SAP Basis/Core Architecture Platform Technology Installation, design, implementation and support.

Education and Experience

Minimum Qualification & Experience Required

• Bachelor's Degree / Advanced Diploma (NQF 7) in Information Technology AND 5 - 7 years’ experience in an SAP Basis environment, of which 2 - 3 years must be at a technically skilled level.

OR

• Senior Certificate (NQF 4) AND Relevant IT Qualification (s) / Certification (s), and 5 - 7 years’ experience in an SAP Basis environment, of which 2 - 3 years must be at a technically skilled level AND additional requirements specified in Min Functional requirements, where applicable.

#ALTERNATIVE

• Senior Certificate (NQF 4) AND 10 years’ experience in and SAP Basis, of which 2 - 3 years at a technically skilled level

Minimum Functional Requirements

• At least 5 years' experience in SAP environment, of which 2-3 years ideally at SAP Basis specialist level
• 5 years’ experience and knowledge of key integration points between SAP modules
• Experience and knowledge of SAP Basis and key integration points between SAP modules
• Relevant SAP Basis training or certification
• Relevant SAP Basis analysis and configuration experience

Job Outputs:

Process

• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities. 
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks. 
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation. 
• Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs. 
• Draw on own knowledge and experience to diagnose symptoms, causes and possible effects in order to solve emerging problems. 
• Initiate and assist in the implementation of new or revised Policies and Procedures. 
• Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives. 
• Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation. 
• Initiate process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change. 
• Perform high complex tasks during the implementation and support of various SAP modules to enhance the business functionality and overall performance, while maintaining customer satisfaction.
• Carry out high complex assignments requiring the development of new or improved procedure.
• Analyse requirements, perform configuration enhancements, and testing in various SAP Modules such as Finance, Human Resources, Procurement, Revenue Management, Governance, Application Lifecycle Management, cloud solutions, etc.
• Analyse the current business processes and scenarios of the client and recommend/develop solutions to meet the client's need.
• Support the successful implementation of SAP applications, providing technical expertise, presentation, and advise on SAP products to clients.
• Perform in-depth analysis of the current business processes and scenarios of the client then recommend or configure solutions to meet the client’s needs according to industry best practices.
• Acts as liaison with client for troubleshooting: investigate, analyse, and solve SAP related application problems and map client business requirements, processes and objectives and develop necessary product modifications to satisfy clients' needs.
• Incident Resolution for severity 2 and 3 issues and assist with Business escalations for issues raised.
• Maintain a thorough knowledge of the organization and adhere to all organizational standards.
• Communicate and disseminate the policy and procedures to relevant stakeholders and the employees.
• Test new and current software for acceptance into the production environment.

Governance

• Implement and provide input into the development of governance, compliance, integrity and ethics processes within area of specialisation. 

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives. 
• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job. 

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. 
• Provide authoritative, specialist services, expertise and advice to internal and external stakeholders. 
• Implement continuous improvements and shorter turnaround times in line with Service Level Agreements with stakeholders.

Behavioural competencies

• Accountability
• Analytical Thinking  
• Attention to Detail 
• Adaptability
• Commitment to Continuous Learning 
• Conceptual Ability 
• Customer service
• Fairness and transparency
• Honesty and Integrity
• Organisational Awareness 
• Respect
• Trust

Technical competencies

• Computer Literacy
• Functional Policies and Procedures
• Customer Relationship Management
• System Thinking
• Problem Analysis and Judgement
• Administrative Support
• Business IT Systems
• Solves problems and applies a range of IT systems skills
• SARS Systems Products
• Effective Business Communication

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Job Purpose

• To provide operational, analytical and reporting support by performing data quality management (data cleansing, integrity, enrichment, data and information flow) in order to manage the data lifecycle needs of a Business Unit in an effective manner, thereby enhancing customer experience and compliance culture.

Education and Experience

Minimum Qualification & Experience Required 

• Bachelor's Degree / Advanced Diploma (NQF 7) in Statistics with 5 - 7 years’ experience in CX Metrics (CXI, VOC, Net Sentiments) Customer Excellence, System and API Integration or similar environment, of which 2 - 3 years at a technically skilled level

ALTERNATIVE

• Senior Certificate (NQF 4) and 10 years experience in CX Metrics (CXI, VOC, Net Sentiments) Customer Excellence, System and API Integration, of which 2 - 3 years at a technically skilled level.

Job Outputs:

Process

• Gather inputs from employees about customer experiences analyse and propose appropriate initiatives for improvement.
• Provide inputs into system development and improvement life cycle and plan activities relevant for usability studies to determine ease of doing business with SARS across channels.
• Gather applicable information, analyse customer pain-points and identify opportunities to improve.
• Correctly apply research governance standards, procedures and legislation in the delivery of work outputs.
• Compile reports, which include actionable recommendations by segment, products and metrics, which provide recommendations to management.
• Develop an understanding of customer needs/insights for the development of online and self-service user experience.
• Consolidate customer experience information and develop activities for successful implementation of customer experience metrics.
• Contribute towards the mapping of segment customer journeys by channel and products to unlock pain-points and bottlenecks when providing.
• Conduct customer experience benchmark studies with relevant revenue authorities to continuously improve value to customers and produce.
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.
• Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs.
• Draw on own knowledge and experience to diagnose symptoms, causes and possible effects in order to solve emerging problems.
• Initiate process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change.
• Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives.
• Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation.

Governance

• Implement and provide input into governance processes, systems and legislation within area of specialisation.

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.
• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Provide authoritative, specialist services, expertise and advice to internal and external stakeholders.

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Orientation
• Customer Service
• Fairness and Transparency
• Honesty and Integrity
• Information Seeking
• Organisational Awareness
• Stakeholder Engagement and Management
• Problem Solving and Analysis
• Respect
• Trust

Technical competencies

• Business Knowledge
• Creative and Innovative Thinking
• Data Collection & Analysis
• Customer Relationship Management
• Effective Business Communication
• Efficiency improvement
• Functional Policies and Procedures
• Reporting
• SARS System Products