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SOUTH AFRICAN REVENUE SERVICES (SARS)
OPERATIONAL EFFECTIVENESS OFFICER
Position Reports to: Bus Area Lead: Overs,Gov&TechSupNatOps
Division: Taxpayer Engagement
Location: Pretoria, Kasteel Office Park
Advert Closing Date: 09 November 2026
About the Position
SARS is looking for a highly skilled, analytical, results-driven, and improvement-focused Operational Effectiveness Officer to join the Enabling Operational Excellence team in Kasteel Office Park, Gauteng. The successful candidate will be responsible for driving operational effectiveness within the SARS Taxpayer Service through the analysis of service delivery performance, operational processes, customer interaction trends, quality outcomes, and compliance indicators to identify opportunities for continuous improvement and optimisation. The role requires an individual who can apply specialist operational knowledge, interpret data and performance insights, evaluate process efficiency and effectiveness, identify systemic challenges and service delivery gaps, and recommend practical, evidence-based interventions that enhance customer experience, operational excellence, and business performance. The ideal candidate will demonstrate strong analytical capability, sound judgement, attention to detail, stakeholder engagement skills, and the ability to influence the implementation of process, procedural, and service improvements across the Taxpayer Service environment. Through data-driven insights, root-cause analysis, performance monitoring, and continuous improvement initiatives, the Operational Effectiveness Officer will play a critical role in enhancing operational efficiency, strengthening internal controls, improving service quality, reducing operational risks, and supporting SARS's commitment to delivering fair, simple, transparent, and professional service to taxpayers, traders, and travellers.
Job Purpose
To provide expertise, advice and support to develop operational implementation plans and / or associated service delivery processes, by analysing and improving the effectiveness of the workforce within are of accountability and implement effectiveness interventions to ensure all key performance targets are met, in order to continuously enhance service delivery.
Education and Experience
Minimum Qualification & Experience Required
BCom Degree / Advanced Diploma (NQF 7) in Information Systems, Data Analytics or Computer Science or similar AND 5-7 years' experience in Data Analytics / Business Intelligence, of which 2-3 years is at a functional specialist level.
Minimum Functional Requirements
Senior Certificate (NQF 4) AND 10 years’ experience in Data Analytics / Business Intelligence, of which 2-3 years is at a functional specialist level.
Job Outputs:
Process
- Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
- Effectively utilise resources allocated to the job in order to perform contracted work outputs and report on and escalate any shortfalls.
- Identify and resolve queries and problems timeously, apply discretion in line with process guidelines provided.
- 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.
- Execute specialist input through investigation and opportunities within the product process including risk concern.
- 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.
- Plan and organise own work tasks within area of work.
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.
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
- Expertise in Context
- Fairness and Transparency
- Honesty and Integrity
- Leading Change
- Operational Awareness
- Problem Solving and Analysis
- Respect
- Trust
Technical competencies
- Building Customer Loyalty
- Business Knowledge
- Customer Liaison
- Customer Relationship Management
- Data collection and analysis
- Efficiency Improvement
- Functional Policies and Procedures
- Legislative and Regulatory Compliance
- Planning and Organising
- Problem Analysis and Judgment
- Quality Management
- Reporting
- Service Delivery
Compliance Competency
Employment Equity
The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.
Protect yourself. Never pay for a job.
Recruitment Fraud Alert: SARS never asks for payment for vacancies, interviews, or appointments. Any such request is a scam.
SARS official reporting channels: SpeakOut@sars.gov.za; Anti-Corruption@sars.gov.za;ReportingUnprofessionalConduct@sars.gov.za; SARS Hotline number (0800 00 28 70).
TEAM MEMBER: ACCOUNT MAINTENANCE
Position Reports to: Ops Manager: Account Maintenance
Division: Taxpayer Engagement
Location: Gauteng Region (Alberton/Doringkloof)
Advert Closing Date: 09 November 2026
About the Position
We are on an exciting journey to build “a smart modern SARS with unquestionable integrity, trusted and admired by all”. Our mandate is to ensure optimal compliance with Tax and Customs legislation. We do this through fostering a culture of Voluntary Compliance and by making it easy for taxpayers and traders to comply with their legal obligations. Our Higher Purpose, the reason that SARS exists, is to provide resources that help to build a capable state, that nurtures sustainable economic growth, social development and that serves the well-being of all South Africans. We are Nation Builders.
In an era characterised by rapidly evolving technological innovation, SARS is preparing for a world where increasingly our work is informed by data driven insights, machine learning, algorithms, artificial intelligence and interconnectivity of people and devices.
This dynamic world of work calls for pioneers imbued by a sense of serving the SARS Higher Purpose and service to our people. The successful Nation Builders will work with the entire team in support of our Strategic Intent and the nine Strategic Objectives, namely:
- Provide Clarity & Certainty of tax obligations.
- Make it Easy for Taxpayers and Traders to Comply & fulfil their obligations.
- Detect Taxpayers and Traders who do not comply and make noncompliance hard and costly.
- Develop a high performing, diverse, agile and engaged workforce towards higher value knowledge and service work.
- Expand and increase the use of data to improve integrity, derive insights & improve outcomes.
- Modernise our systems to provide digital & streamlined services.
- Drive greater resources stewardship to ensure the efficient use of resources and deliver quality outcomes & performance excellence.
- Work with and through Stakeholders to improve the tax system.
- Build public trust and confidence in the tax administration system.
SARS is looking for a dynamic, highly skilled and experienced individuals, with a high level of enthusiasm, strong planning skills in a fast-paced environment, service obsession, integrity and confidentiality. We need someone who is passionate about service delivery to manage and ensure effectiveness and efficiency in the operations of Taxpayer Compliance.
The Team Member: Account Maintenance will report directly to the Ops Manager: Account Maintenance and will be based in Gauteng. He/she will be required to deal with Taxpayers’ and their accounts in a professional manner upholding the SARS Values.
Do you have a great personality, with a strong accountability, analytical thinking, attention to detail, and conceptual ability? Are you able to work with clients? Having a solid background to the SARS business areas in the region and their functions will be a significant advantage. If you have these skills, we encourage you to apply and join the exciting Taxpayer Engagement & Operations: Standard Operations, Free State & Northern Cape Team.
Job Purpose
To ensure correctness and accuracy of taxpayer’s accounts, balances, and payments across all tax types to provide fast, accurate, consistent service at the minimum cost.
Education and Experience
Minimum Qualification & Experience Required
Higher Certificate (NQF 5) in Taxation, Audit, Accounts, Financial Accounts and 2 years’ related experience in an account maintenance and/or tax environment.
OR
Senior Certificate (NQF 4) and 3 years’ related experience in an account maintenance and/or tax environment.
Job Outputs:
Process
- Be informed on related acts, legislation and regulation that might impact on own work.
- Investigate taxpayer accounts on the SARS core systems in order to ensure correctness of accounts, thereby enhancing service delivery.
- Prepare submissions for the waiving of interest and or penalties from taxpayers within turnaround time.
- Plan and organise own work tasks within specific guidelines given in the said area of work.
- 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 leads 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.
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.
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.
Finance
- Adhere to specified policies, standards and procedures to prevent wastage on resources and report violations.
Client
- Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
- Ensure client satisfaction by delivering a service that is consistent, seamless and error free.
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
- Organisational awareness
- Respect
- Trust
- Working with Others
Technical competencies
- Business knowledge
- Data collection and analysis
- Efficiency improvement
- Functional policies and procedures
- Quality Orientation
- Reporting
- Tax Knowledge
Compliance Competency
GOC 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
Employment Equity
The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.
Protect yourself. Never pay for a job.
Recruitment Fraud Alert: SARS never asks for payment for vacancies, interviews, or appointments. Any such request is a scam.
SARS official reporting channels: SpeakOut@sars.gov.za; Anti-Corruption@sars.gov.za;ReportingUnprofessionalConduct@sars.gov.za; SARS Hotline number (0800 00 28 70).
