OFFICE OF THE TAX OMBUDSMAN (OTO) VACANCIES

OFFICE OF THE TAX OMBUDSMAN (OTO)

CHIEF EXECUTIVE OFFICER: TAX OMBUD

Purpose
The Chief Executive Officer (CEO) is accountable to, and supports, the Tax Ombud, who is responsible for the formulation of the overall policies and objectives of the OTO. The CEO formulates the Offices’’ organisational business model and its alignment with the overall organisational business model and strategy, contributing to strategy formulation and enabling the Office of the Tax Ombud’s mandate. The CEO provides overall strategic leadership and support within the organisation. This includes direction on the development and implementation of organisational strategies and performance and corporate governance for the Office of the Tax Ombud.

Job Details
Minimum Experience: 15 – 18 years experience in a similar environment, of which 6 – 8 years at a senior management level
Alternative Minimum Experience: 18+ years related experience, of which 6 – 8 years at a senior management level
Minimum Qualification: Relevant Master’s Degree (NQF 9)
Alternative Qualification: Relevant Honours Degree / Postgraduate Diploma (NQF 8)
Leadership Level: Executive (EX)

Additional Technical Competencies:

Grade of Clearance (GOC): Top Secret – (a) sensitive information, the disclosure of which may cause serious or irreparable harm to the national interest of the Republic or may cause other states to sever diplomatic relations with the Republic; (b) commercial information, the disclosure of which may—(i) have disastrous results with regard to the future existence of an entity; or (i) have disastrous results with regard to the future existence of an entity; or(ii) cause serious and irreparable harm to the security or interests of the State;(c) personal information the disclosure of which may endanger the life of the individual concerned. E.g. Cabinet Memoranda.

Process

Balance and integrate OTO resources, resolve competing requirements and allow for contingencies in support of strategic objectives.
Champion policy framework and objectives with internal partners to ensure organisation wide integration.
Communicate meaningful strategic context that articulates divisional purpose, vision and philosophy in support of overall organisational strategic objectives.
Create the context to continuously improve divisional functions and systems in line with national, regional and international changes.
Develop annual and long-term divisional plans, set clear priorities and measurable milestones for reporting units in line with organisational strategic plan.
Evaluate and assess the impact of decisions on the long-term strategic objectives and the integrity of the organisation.
Influence national and regional industry trends and policies in alignment with long-term strategic objectives.
Influence the understanding and adoption of the organisational direction across all levels of the organisation and its stakeholders.
Participate in developing enterprise vision and strategy in line with Government Policy, OTO mandate and operating model.
Plan for the future by setting priorities to shape and structure the org.; providing a framework for long term initiatives and milestones to be achieved.
Proactively identify mission critical problems, determine the impact on long term intent of the organisation and develop divisional strategies to direct the future.
Take accountability for the development of an OTO strategy that clearly aligns with the organisation’s strategic objectives.
Use insights and knowledge gained from high level reports and analyse complex comparative information to create scenarios to direct strategic intent.
Strategically influence the development, adoption, implementation and adherence to, organisational control, risk and compliance frameworks.
Manage and oversee the continuous improvement processes and effective relationship management to elevate customer complaints due to internal inefficiencies, lack of best practice or the lack of continuous improvement.
Ensure the executive of customer service, compliance risk and evaluation of the fairness and transparency through fair treatment of all taxpayers based on clear rules, principles, and procedures backed by governance and zero corruption at all levels.
Set planned priorities to shape and structure the organisation for the future and provide a framework for achieving long-term initiatives and milestones.
Oversee the identification of areas where the organisation’s policies need to be modified and enhanced.
Develop strategies for staffing growth and footprint expansion for the Office of the Tax Ombud.

Client

Strategically define and influence relationships and service level agreements made with internal and external stakeholders.

Finance

Ensure that the OTO strategy is adequately budgeted for through the development and implementation of a requisite budget.
Strategically influence implementation of effective financial controls, management of costs and corporate governance.

Governance

Influence the creation of enterprise-wide reports that meet all statutory requirements.
Strategically influence the development, adoption, implementation and adherence to governance, risk and compliance frameworks.

People

Influence and direct the development of human capability and accountability framework in the division in support of people management
Lead the development and cultivation of an OTO culture where the organisational values are demonstrated and lived.
Provide leadership and direction by articulating and reinforcing the vision or direction for the OTO.

Behavioural Competencies

Accountability
Fairness and transparency
Honesty and integrity
Respect
Stakeholder engagement and management
Trust

Leadership Competencies

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
Ability to translate strategy into execution

Technical Competencies

Business acumen
Change management
Customer relationship management
Decisiveness
Effective business communication
Functional policies and procedures
Managerial budgeting
Planning and organising
Planning, management and measurement
Problem analysis and judgement
Strategic planning
Tax knowledge

PLEASE APPLY HERE

SENIOR MANAGER: OPERATIONS

Purpose
To formulate the Office of the Tax Ombud’s Operations Strategy and associated delivery plans related to multiple areas, through management of complaints resolution processes, customer service operations, and systemic investigations, driving operational excellence, fostering customer- centricity environment, and ensuring adherence to legal, statutory and regulatory compliance requirements. in order to address organisational service requirements.

Job details
Minimum Experience: 10 – 12 years’ experience in a similar environment, of which 3 – 4 years at a middle management level or operated at middle management level.
Alternative Minimum Experience: 12 – 15 years related experience, of which 3 – 4 years at a middle management level or operated at middle management level.
Minimum Qualification: Relevant Honours Degree / Postgraduate Diploma (NQF 8)
Alternative Qualification: Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)

Minimum Functional Requirements:

Deep understanding of tax legislation, regulations and operational procedures, preferably with exposure to the South African Revenue Service (SARS).
Proven experience in leading teams and driving operational efficiency.
Strong problem-solving analytical and decision-making abilities.

Leadership Level: Executive (EX)

Additional Technical Competencies: Grade of Clearance: Secret – (a) sensitive information, the disclosure of which may endanger the security or national interest of the Republic or could jeopardise the international relations of the Republic;(b) commercial information, the disclosure of which may cause serious financial loss to an entity; or (c) personal information, the disclosure of which may endanger the physical security of a person. E.g. VIP/Restricted Taxpayer information.

Outputs
Process

Develop tactical strategy and delivery plans in support of functional objectives in partnership with leadership.
Direct, control, coordinate and optimise budgeted resources to meet specific objectives and deliver agreed results and productivity requirements.
Ensure the development and implementation of multiple practices in alignment with operational policy and procedural frameworks.
Identify and recommend opportunities to continuously improve all functions and systems in line with national, regional, and organisational changes.
Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical excellence.
Proactively identify interconnected problems, determine their impact and use to develop best fit alternatives; driving best practice solutions.
Provide periodic reports on performance against plan and progress on medium-term initiatives and use to realign operating plans and objectives appropriately.
Recommend changes to optimise processes, systems, policies and procedures, and direct the implementation of change and innovation initiated by the organisation.
Timeously communicate top-down policy modification, objective achievement progress and critical success factors to impacted stakeholders.
Use the insights gained through integrated business reports to measure success and realign tactical strategy development objectives appropriately.
Oversee the management of customer service operations and complaints resolution processes by ensuring that complaints are handled timeously, efficiently, fairly and in a transparent manner, and ensure an effective and professional responses to taxpayer complaints, queries and concerns.
Ensure that SARS implements the OTO recommendations on taxpayer complaints
Engage with National Treasury and SARS on tax legislative issues that impact on complaints and dispute resolution.
Lead the development of customer service feedback strategy to enhance the taxpayer experience and ensure implementation thereof.
Monitor and evaluate the performance of customer and complaints resolution process, using customer feedback to identify areas of improvement.
Provide innovative solutions, operational insights, and recommendations to improve processes, streamline workflow, optimise resources and thus enhance customer engagement and improving the quality of taxpayer support and ensuring implementation thereof.
Oversee the management of systemic investigations, team, ensuring identification of emerging systemic issues and patterns that may indicate recurring systemic issues.
Initiate investigation of systemic issues and draft a comprehensive report with actionable recommendations aimed at addressing the identified systemic issues.
Establish clear monitoring framework outlining specific timelines and responsible parties for the implementation of systemic recommendations.
Identify areas that require changes in the tax legislation, policies, regulations, procedures and practices to reduce systemic risks and engage with National Treasury and SARS in this in this regard. Develop and maintain a detailed report on complaints resolution, customer services, and systematic issues in order to identify metrics, trends, and outcomes in the complaints, risks and opportunities.
Develop and maintain a detailed report on complaints resolution, customer services, and systematic issues in order to identify metrics, trends, and outcomes in the complaints, risks and opportunities.

Client

Build strong relationships and develop service level agreements that promote OTO with internal and external stakeholders.
Develop and ensure implementation of practices which build service delivery excellence and encourage others to provide exceptional client service.
Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunities for feedback and exceptional service.
Collaborate with SARS, taxpayers and tax practitioners to resolve complex and escalated complaints, ensuring that resolutions are fair, transparent and within the legal and regulatory framework.
Collaborate with Recognised Controlling Bodies, stakeholders, tax practitioners in addressing tax compliance and legal challenges faced by taxpayers and tax practitioners, advocating for fair taxpayer treatment, promotion of taxpayer rights and ethical tax advisory.
Engage with SARS, taxpayers and tax practitioners to gather feedback on the practical impact of implemented recommendations.

Finance

Draw up a budget aligned to business unit delivery plans, monitor planned actual, minimise expenditure and report on cost efficiency.
Implement and monitor financial control, management of costs and corporate governance in area of accountability.

Governance

Implement governance, risk and compliance policy in own practice areas to identify and manage governance and risk exposure liability.
Manage and or advise on the translation and application of policy in a specific functional
Ensure the customer service policies and processes are efficient, fair, transparent and impartial, adhering to legal and organisational framework and best practices.
Ensure the complaints resolution process complies with the tax legislation as well as the legal and organizational framework and best practices.

People

Create a positive work climate and culture to energise employees and give meaning to work, minimise work disruption and maximise employee productivity.
Develop and implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.
Plan and develop enhanced organisational efficiency by identifying and addressing development requirements and providing tools for people resources.
Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems and achieve objectives.

Behavioural Competencies

Accountability
Customer Service
Fairness and Transparency
Honesty and Integrity
Respect
Trust

Leadership Competencies

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

Technical Competencies

Business acumen
Change management
Contact centre professional development
Customer relationship management
Decisiveness
Effective business communication
Functional policies and procedures
Managerial budgeting
Planning and organising
Planning, management and measurement
Problem analysis and judgement
Query resolution

PLEASE APPLY HERE

CUSTOMER SERVICE AGENT

Purpose
To provide first-line support to taxpayers through various channels and ensure that queries, complaints, and requests are efficiently handled, with the goal of providing a professional, impartial, and high-quality service, in compliance OTO policies and procedures.

Job Details
Minimum Experience: 3 years experience in a similar environment
Alternative Minimum Experience: 4 years related experience
Minimum Qualification: Relevant Higher Certificate (NQF 5)
Alternative Qualification: Senior Certificate (NQF 4)

Minimum Functional Requirements:

Minimum of 3 years of experience in Customer Service, Call Centre, or Administrative
Experience in handling complaints, walk-in clients, and dispute resolution is
Knowledge of tax administration processes or SARS procedures is

Additional Technical Competencies: Grade of Clearance: Confidential – (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information.

Outputs
Process

Communication of transactional outputs and queries in area of work according to policies and quality requirements.
Contribute to the development and 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.
Report on transactional and process activities within set guidelines to provide timely information for decision making.
Provide taxpayer support and query resolution across all available communication channels.
Receive and respond to taxpayer queries and complaints on all the communication platforms and provide clear, accurate, and timely information regarding OTO services, complaint procedures, and taxpayer rights, obligations and entitlements.
Receive, capture and acknowledge queries and complaints received through interactions with taxpayers and document all interactions in the case management system to maintain accurate records of communications and resolution outcomes.
Assist taxpayers who visit the OTO in person, offering guidance on the complaint process including lodging complaints against SARS and providing necessary forms or
Verify complaint details for completeness and ensure proper categorization for further
Educate taxpayers on their rights and remedies available when dealing with SARS-related
Identify and escalate systemic issues based on trends in complaints and queries received across channels.

Client

Contribute to a culture of service excellence, which builds positive relationships and provides opportunities for feedback and exceptional service.
Ensure client satisfaction by delivering a service that is consistent, seamless and error free.
Engage with taxpayers in a professional, empathetic manner across all communication channels.

Finance

Adhere to specified policies, standards and procedures to prevent wastage on resources and report violations.

Governance

Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.
Adhere to confidentiality and ethical standards when handling taxpayer information, ensuring compliance with the Protection of Personal Information Act (POPIA).
Ensure all interactions comply with OTO policies, guidelines, and service standards.

People

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

Behavioural Competencies

Accountability
Analytical thinking
Attention to detail
Commitment to continuous learning
Conceptual ability
Expertise in context
Fairness and transparency
Honesty and integrity
Organisational awareness
Respect
Trust

Technical Competencies

Business knowledge
Communication skills (fundamental)
Computer literacy
Customer relationship management
Data collection and analysis
Efficiency improvement
Functional policies and procedures
Query resolution
Reporting
Service delivery
Standard operating procedure compliance
Tax knowledge

PLEASE APPLY HERE

SENIOR MANAGER: LEGAL SERVICES

Purpose
To formulate the Office of the Tax Ombud’s (OTO) Legal Strategy and its associated delivery plans related to multiple practice areas, lead the provision of expert legal guidance and support on the broad spectrum of legislative interpretation and amendment of tax laws, and corporate legal matters, and ensuring that the OTO is compliant with the law by operating within the legal and regulatory framework, ensuring practice integration and operational implementation in order to enhance the effectiveness of the OTO.

Job Details
Minimum Experience: 10 – 12 years’ experience in a similar environment, of which 3 – 4 years at a middle management level or operated at middle management level.
Alternative Minimum Experience: 12 – 15 years related experience, of which 3 – 4 years at a middle management level or operated at middle management level.
Minimum Qualification: Relevant Honours Degree / Postgraduate Diploma (NQF 8)
Alternative Qualification: Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)
Leadership Level: Executive (EX)

Minimum Functional Requirements:

Strong knowledge of tax legislation, public sector law, or regulatory compliance.
Experience working in a governmental or public service environment is an
Admission as an Attorney or Advocate (or equivalent legal qualification) is essential.

Additional Technical Competencies: Grade of Clearance: Secret – (a) sensitive information, the disclosure of which may endanger the security or national interest of the Republic or could jeopardise the international relations of the Republic;(b) commercial information, the disclosure of which may cause serious financial loss to an entity; or (c) personal information, the disclosure of which may endanger the physical security of a person. E.g. VIP/Restricted Taxpayer information.

Outputs
Process

Develop tactical strategy and delivery plans in support of functional objectives in partnership with leadership.
Direct, control, coordinate and optimise budgeted resources to meet specific objectives and deliver agreed results and productivity requirements.
Ensure the development and implementation of multiple practices in alignment with operational policy and procedural frameworks.
Identify and recommend opportunities to continuously improve all functions and systems in line with national, regional, and organisational changes.
Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical excellence.
Proactively identify interconnected problems, determine their impact and use to develop best fit alternatives; driving best practice solutions.
Provide periodic reports on performance against plan and progress on medium-term initiatives and use to realign operating plan and objectives appropriately.
Recommend changes to optimise processes, systems, policies and procedures, and direct the implementation of change and innovation initiated by the organisation.
Timeously communicate top-down policy modification, objective achievement progress and critical success factors to impacted stakeholders.
Use the insights gained through integrated business reports to measure success and realign tactical strategy development objectives appropriately.
Advising on employee relations, ensuring compliance with Labour Laws, managing employment disputes, and assisting on matters relating to employee contracts, disciplinary issues and workplace issues.
Develop and maintain a detailed report on tax and corporate legal matters by identifying trends and outcomes in the complaints dealt with by the OTO Discretionary Committee, OTO Appeals Committee, recommendations in which the OTO issued letters of demand to SARS, and proposed changes to tax policy and tax legislation that impact on taxpayer rights and operations of the OTO including updates on ongoing cases, service level agreements, memorandum of understandings, status of compliance, and risk management efforts.
Issue formal letters of demand to SARS when SARS fails to implement OTO recommendations timeously or if SARS has failed to act on the recommendations appropriately.
Review and negotiate contracts, service level agreements, memorandum of understandings, and ensuring legal compliance in this regard.
Engage in tax policy discussions with SARS and National Treasury and propose changes to tax policy and tax legislation that impact on taxpayer rights and operations of the OTO as well as improvement to the tax administration system.
Lead and manage the OTO Discretionary Committee tasked with deciding whether a taxpayer complaint can be dealt with without the requirement of prior engagement with SARS and ensuring that the decisions taken by the committee are fair and impartial.
Lead the provision of expert legal guidance and/or opinions on the interpretation and application of South African tax laws and other related legislation, complex tax related complaints and advice, and on tax matters raised in complaints and tax policy proposals affecting the rights of taxpayers.
Offer strategic legal advice on the OTO handling of tax complaints and disputes, ensuring that taxpayer rights are preserved, and the OTO operates within the law.
Oversee the revision of the Compendium of Taxpayer Rights by ensuring that it is clear, accessible and accurately describes the rights of taxpayers and explanation, and aligns with changes in tax laws, tax regulations and any other laws that affect taxpayer rights.
Overseeing the legal aspects of internal policies and procedures to ensure that OTO complies with relevant laws, including advising on risk management and mitigation.
Representing OTO in disputes related to complex tax complaints ensuring fair and impartial resolution of complaints between taxpayers and SARS.
Provide expert advice on the OTO Appeals Committee and ensure that OTO decisions and actions taken in this committee comply with relevant tax laws.

Client

Build strong relationships and develop service level agreements that promote OTO with internal and external stakeholders.
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 opportunities for feedback and exceptional service.
Collaborate with Recognised Controlling Bodies, stakeholders, tax practitioners in addressing tax compliance and legal challenges faced by taxpayers and tax practitioners, advocating for fair taxpayer treatment, promotion of taxpayer rights and ethical tax advisory.

Finance

Draw up a budget aligned to business unit delivery plans, monitor planned actual, minimise expenditure and report on cost efficiency.
Implement and monitor financial control, management of costs and corporate governance in area of accountability.

Governance

Implement governance, risk and compliance policy in own practice areas to identify and manage governance and risk exposure liability.
Manage and or advise on the translation and application of policy in a specific functional
Ensuring adherence to the terms and conditions of corporate contracts, service level agreements, memorandum of understanding, addressing any legal or operational issues that
Ensuring that the OTO operates within the legal framework set by regulatory bodies, including maintaining internal policies, ensuring compliance with public administrative law and advising on corporate governance.

People

Create a positive work climate and culture to energise employees and give meaning to work, minimise work disruption and maximise employee productivity.
Develop and implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.
Plan and develop enhanced organisational efficiency by identifying and addressing development requirements and providing tools for people resources.
Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems and achieve objectives.

Behavioural Competencies

Accountability
Fairness and transparency
Honesty and integrity
Respect
Trust

Leadership Competencies

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

Technical Competencies

Procurement contract selection and legal
Business acumen
Change management
Corporate legal services management
Decisiveness
Effective business communication
Functional policies and procedures
Legal advisory and interpretation
Legal compliance
Legislative and regulatory compliance
Managerial budgeting
Planning and organising
Planning, management and measurement
Problem analysis and judgement
Risk management
Litigation

PLEASE APPLY HERE

MANAGER: OPERATIONS

Purpose
To manage taxpayer complaint handling and resolution process and ensure practice integration and operational implementation of the Operations objectives.

Job Details
Minimum Experience: 8 – 10 years’ experience in a similar environment, of which 3 – 4 years at a junior management level or operated at junior management level.
Alternative Minimum Experience: 15 years related experience, of which 3 – 4 years at a junior management level or operated at junior management level.
Minimum Qualification: Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)
Alternative Qualification: Senior Certificate (NQF 4)
Leadership Level: Middle Management (MM)

Minimum Functional Requirements:

Postgraduate qualification in Commerce, Tax or Law will be an added advantage.
Strong leadership, communication, problem solving, analytical skills.
Experience in complaints handling or dispute resolution process.
Knowledge of regulatory environment or public sector environment.

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.
Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical implementation.
Proactively identify interconnected problems, determine their impact and use to develop best fit alternatives; implementing best practice solutions.
Provide periodic reports on performance against plan & progress on short-term initiatives and use to realign tactical plans and objectives appropriately.
Recommend changes to optimise processes, systems, policies and procedures, and execute the implementation of change and innovation initiated by the organisation.
Timeously communicate top-down policy modification, objective achievement progress and critical success factors to impacted stakeholders.
Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately.
Ensuring that taxpayer complaints are addressed in a timely, fair and efficient manner, including coordinating the entire complaints process, from receipt and assessment to resolution and feedback.
Maintain the integrity of the complaints resolution process and build trust with taxpayers.
Improve and streamline the workflow process including enhancing overall service delivery to taxpayers.
Tracking the progress of complaints, analysing trends, and preparing reports for the Senior Manager, including maintaining data on complaint resolution times, common issues and recommendations for improving the complaints-handling process.
Handling complex and sensitive complaints that have been escalated by team members, including thoroughly analysing the complaints, identifying key issues and determining the best course of action.

Client

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.
Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunities for feedback and exceptional service.

Finance

Draw up a budget aligned to tactical delivery plans, monitor planned actual, minimise expenditure and report on cost efficiency.
Implement and monitor financial control, management of costs and corporate governance in area of accountability.

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 implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.
Plan and implement enhanced organisational efficiency by identifying and addressing development requirements and providing tools for people resources.
Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems and achieve objectives.
Ensuring that the team follows best practices for resolving taxpayer complaints and adheres to the South African tax laws, established guidelines and organisational practice.

Behavioural Competencies

Accountability
Customer service
Fairness and transparency
Honesty and integrity
Respect
Trust

Leadership Competencies

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
Ability to translate strategy into execution

Technical Competencies

Business acumen
Change management
Customer relationship management
Customs knowledge
Decisiveness
Dispute resolution
Effective business communication
Functional policies and procedures
Managerial budgeting

PLEASE APPLY HERE

CONSULTANT: HUMAN RESOURCES BUSINESS PARTNER

Purpose
To provide expertise, advice and support to develop operational implementation plans and/or associated service delivery processes, by implementing and coordinating the execution of the Human Resources tactical plan within the business unit, in order to continuously enhance service delivery.

Job details
Minimum Experience: 10 years related experience, of which 2 – 3 years at a technically skilled level
Alternative Minimum Experience: 5 – 7 years’ experience in a similar environment, of which 2 – 3 years at a technically skilled level
Minimum Qualification: Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)
Alternative Qualification: Senior Certificate (NQF 4)
Leadership Level: Junior Management (JM)

Additional technical competencies: Grade of Clearance: Confidential – (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information.

Outputs
Process

Analyse employee engagement results, monitor the effect of business decisions on people and advise management on the addressing of employee concerns.
Provide day-to-day performance management guidance to line management (coaching, counselling, career development, disciplinary actions) provoking positive changes in the management of people and performance improvement.
Participate and support effective programme and project management of HR integrated projects or interventions to ensure successful execution and delivery of divisional objectives.
Provide high quality workplace relations advice and services to Line Management and interpret HR policies and employment legislation.
Analyse trends and provide inputs in partnership with the HR team to provide inputs to developing solutions, programs and policies.
Consider the interdependencies in design and implementation of policy, practice, process and delivery systems in relation to business unit goals.
Customise and apply change management methodology and organisational development strategies, influence and assist change initiatives in support of overall business strategy.
Drive people processes (performance, development and career) to ensure that employee’s level of performance and capabilities meet current and future standards and business needs.
Ensure correspondence and information received from external and internal sources is verified and receive the necessary attention.
Ensure that HR services are provided as appropriate to client needs, identify new opportunities where HR can add value and maintain leading edge knowledge of HR issues.
Execute specialist input through investigation and opportunities within the product process including risk concern.
Implement initiatives relating to projects that will lead to improved key processes across the business.
Manage specific projects as determined in the annual HR operational plan as well as participating in functional and cross-functional HR initiatives.
Provide authoritative, specialist expertise and advice to internal and external customers based on the broader People Strategy and the implementation thereof.
Support line management in forecasting and planning talent pipeline requirements in line with business strategy and workforce plans.
Provide reports with recommendations applicable to area of specialisation.
Provide project team support and coordinate, monitor and report on project activities according to project management principles and standards.
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.
Integrate customised solutions for customer base using a variety of HR products, policies and procedures.
Use practical and applied knowledge and judgement to arrive at decisions that will improve operational efficiencies.
Provide business-focused and operational HR advice and services.

Client

Build a strong understanding of existing and potential customer needs and requirements.
Monitor service level agreements made with internal and external stakeholders that meet or exceed client expectations and recommend adjustments.
Provide professional advice and consulting services to clients.
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.

Finance

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

Governance

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

People

Maintain professional interaction and ensure ethical dealings with clients at all times by constantly building customer relationships.
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.

Behavioural Competencies

Accountability
Analytical thinking
Attention to detail
Commitment to continuous learning
Conceptual ability
Customer service
Expertise in context
Fairness and transparency
Honesty and integrity
Initiative
Leading change
Organisational awareness
Problem solving and analysis
Relationship management and networking
Respect
Trust

Technical Competencies

Business knowledge
Data collection and analysis
Efficiency improvement
Employee relations
Functional policies and procedures
Governance, ethics and values
Human resource consulting
Integrated talent management
Knowledge of HR policies and procedures
Reporting
Service delivery

PLEASE APPLY HERE

OPERATIONAL SPECIALIST: SYSTEMIC INVESTIGATIONS

Purpose
To provide support and advice in the identification, investigation, monitoring and analysis of systemic tax administration related issues.

Job Details
Minimum Experience: 10 years related experience, of which 2 – 3 years at a technically skilled level
Alternative Minimum Experience: 5 – 7 years’ experience in a similar environment, of which 2 – 3 years at a technically skilled level
Minimum Qualification: Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)
Alternative Qualification: Senior Certificate (NQF 4)
Leadership Level: Junior Management (JM)

Minimum Functional Requirements:

Experience in Taxation / Accounting / Audit environment within at least one of the tax disciplines.
Completed articles in law or accounting will be an added advantage.

Additional Technical Competencies:

Collection and preservation of evidence and the chain of custody (Investigations)
Investigative reporting
Grade of Clearance: Confidential – (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information

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 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.
Conducting thorough investigations into systemic issues, focusing on organisational practices and policies that lead to recurring problems.
Implement research methodologies and techniques which enable monitoring and reporting of research and analytical activities.
Gather and analyse data to identify trends and patterns in complaints or issues, contributing to the development of systemic investigations.
Prepare investigative reports and recommendations to address identified systemic failures or
Provide evidence-based recommendations to improve operational procedures and outcomes for service users.
Monitor and follow up on the implementation of corrective actions and ensure the effectiveness of systemic changes.
Maintain confidentiality and adhere to legal and ethical standards in all
Collaborate with the Specialist Systemic Investigator to devise and implement strategies for resolving systemic issues.
Contribute to the development and delivery of training sessions on systemic investigation techniques and findings.

Client

Contribute to a culture of service excellence, which builds positive relationships and provides opportunities for feedback and exceptional service.
Provide authoritative, specialist services, expertise and advice to internal and external
Work with relevant stakeholders within and outside the Organisation to facilitate changes and improvements in processes and policies.

Finance

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

Governance

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

Behavioural Competencies

Accountability
Analytical thinking
Attention to detail
Commitment to continuous learning
Conceptual ability
Expertise in context
Fairness and transparency
Honesty and integrity
Organisational awareness
Respect
Trust

Technical Competencies

Business knowledge
Data collection and analysis
Efficiency improvement
Functional policies and procedures
Investigative skills
Reporting

PLEASE APPLY HERE

Get vacancies updates by email: