Careers at The South African Revenue Service (SARS)

Job Purpose

• To manage, under supervision, components of projects within the specified time frame, budget, quality, innovation, legal requirements and contribute to the managing of multifunctional interfaces.

Education and Experience

Minimum Qualification & Experience Required

• Relevant Bachelor’s Degree/ Advanced Diploma in Project Management (NQF 7) AND 5-7 years' experience in managing IT software projects of which 2 -3 years is at technically skilled level. Preferred skills: Familiarity with systems integration processes and software release planning and execution, Hybrid (Waterfall and Agile) Project Management experience.

ALTERNATIVE #

• Senior Certificate (NQF 4) AND 10 years’ experience in managing IT software projects of which 2 -3 years is at technically skilled level. Preferred skills: Familiarity with systems integration processes and software release planning and execution, Hybrid (Waterfall and Agile) Project Management experience.

Minimum Functional Requirements

• Computer literate and proficient in the use of MS Office and MS Projects
• Familiarity with project management tools (e.g., MS Project) and data management concepts.

Job Outputs:

Process

• Oversee/manage the project prioritisation process by ensuring all aspects of approved business cases are transferred into in an integrated project delivery plan for practical implementation. This delivery approach will consist of managing integrated scope elements, finances in compliance with established policy and governance standards, as well as managing resource requirements to cater for the achievements of deliverables in a proactive agile manner within stipulated time constraints.
• Review and refine scope packages of work and mitigate associated delivery risks. Develop estimates based high level plans, project charters and other initiation documents required to continue with detailed project planning.
• Oversee and guide development of project plans, schedules, and other project management governance documents. Ensure the relevant resource capability and capacity is available for project delivery.
• Engage stakeholders and ensure there is an appreciation of the initial baseline scope and plan and facilitate decisions amongst senior steering committee member.
• Ensure the project change management approach and plan is sound and practical for execution in the operational SARS environment.
• Evaluate project performance and implement corrective measures to ensure delivery remains on track. Consolidate progress from various teams.
• Schedule regular meetings and ad hoc workstream engagements meant to track and report on project delivery performance.
• Ensure the necessary project information is made available for management tracking and status reporting. Accountable for managing and delivering project in scope, on time, within budget and as per last approved baseline.
• Ensure all relevant project documents are signed-off. Manage the integrated delivery across all business/Data Environment/IT systems targeted for a project/release to ensure project delivery) remain sound and meet performance requirements.
• Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions / conclusions.
• Accumulate information and provide reports with recommendations applicable to area of specialisation.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in 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.

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

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

Finance

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

Client

• Develop and ensure implementation of practices which build service delivery excellence and encourages others to provide exceptional client service.
• 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.

Behavioural Competencies

• Honesty and Integrity
• Fairness and Transparency
• Analytical Thinking
• Accountability
• Conceptual Ability
• Organisational Awareness
• Trust
• Respect
• Attention to Detail
• Building Sustainability
• Confidence
• Interpersonal skills

Technical Competencies

• Functional Policies and Procedures
• Programme and Project Management
• Reporting
• Business Knowledge
• Efficiency improvement
• Planning and organising
• Written Communication
• Verbal Communication
• Project Administration Skills
• Project Financial Control and Reporting
• Conflict Resolution
• Effective Business Communication
• Problem Analysis and Judgement
• Planning, Management and Measurement
• Decisiveness
   

go to method of application »

Job Purpose

• To handle inbound and outbound scripted and partially scripted service requests for one tax product from 1 - 2 channels in compliance with SARS policies and procedures by consulting with clients, facilitating query resolution, maintaining taxpayer and trader profiles, registering and de-registering taxpayers, providing taxpayer education, debt collection up to a final demand, thereby ensuring enhanced service delivery and compliance

Education and Experience

Minimum Qualification & Experience Required

• NQF Level 4  and 2 years Customer Service experience in a similar environment – preferably in a Financial Services Environment

Minimum Functional Requirements

• Must have a basic overview of all taxes (incl. C and E) plus proficiency in PIT with basic knowledge of non-core taxes associated with PIT only - Prov. tax, CGT, Dividends, Donations, Fund Benefits, Estate Duty, Transfer Duty, Withholding tax on interest and royalties.

Job Outputs:

Process

• Handle inbound and outbound (scripted service interactions) through 1-2 channel interactions for one tax product, in compliance with SARS policies and procedures. (i.e., blended voice, virtual & face-to-face; incl. technical and customer support on Digital Channels, i.e., eFiling, HyEF, etc.).
• Maintain the profiles of existing taxpayers, register new taxpayers, code and subsequently deregister taxpayers on SARS core system in order to enhance taxpayer services.
• Follow-up on non-compliance at an entry level to enhance taxpayer service and improve taxpayer compliance.
• Receive, sort, register, process, and distribute all documentation to relevant business unit, to enhance taxpayer services.
• Communication of transactional outputs and queries in the area of work according to policies and quality requirements.
• Contribute to the development & improvement of area specific standards, procedures and processes to ensure continued quality and service improvement.
• Contribute to the successful implementation of change initiatives by providing support in area of work.
• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners.
• Draw on own knowledge and experience to identify and develop solutions that lead to improved service delivery and quality.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work.
• Embrace change initiatives and positively contribute to the success thereof within area of accountability.
• Ensure quality of work content, quick turnaround, prioritise, minimise mistakes, and continuously improve quality, service, and standards.
• Plan and organise own work in an effective and efficient manner to reach agreed performance objectives.
• Report on transactional and process activities within set guidelines to provide timely information for decision making.

Governance

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

People

• Search for, integrate, and share new knowledge attained through formal and informal learning opportunities in the execution of your job. 
• Drive own performance and development, in order to achieve and improve work outputs in line with required response time, quality, and service delivery standards.

Finance

• Adhere to specified policies, standards, legislation and procedures to prevent wastage of resources, unauthorised expenditure, wasteful expenditure, and report violations. 

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides for feedback and exceptional service.
• Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, quick, and error free.

Behavioural competencies

• Stakeholder Engagement and Management
• Fairness and Transparency
• Accountability
• Customer Service
• Honesty and Integrity
• Trust
• Respect
• Attention to Detail

Technical competencies

• Active Listening
• Communication Skills
• Computer Literacy
• Customer Understanding
• Efficiency Improvement
• Financial Acumen
• Handling Difficult Engagements
• Query Resolution
• Standard operating procedure compliance
• Tax Knowledge