Complaints Management Director

Zakat, Tax and Customs Authority

Contribute to the development of Customer Experience & QA business plan ensuring alignment with ZATCA strategy
Develop the operational plan for Complaints Management in line with Customer Experience & QA business plan and Trade Facilitation & Customer Experience strategic plan
Implement plans and provide input to enable achievement of Complaints Management goals that support ZATCA s overall strategic plans

Discuss Complaints Management budgeting requirements with top management and provide input to the budgeting process
Ensure effective utilization of Complaints Management budget, and report accurately on progress made and challenges encountered
Investigate and propose implementing initiatives that result in positive financial impact for Complaints Management and mitigates financial and operational risks

Identify new digital trends in the Complaints Management field and provide internal training regarding the latest technologies, processes, and techniques used
Oversee development of complaints and suggestions management plans, training campaigns, and awareness campaigns to ensure uniform and efficient operations of the Complaints Management function
Oversee assessment of unsolved tickets, provide support to analyze complaint roots, and report back potential solutions
Establish communication processes with relevant stakeholders and functions to ensure fast and adequate resolution of complaints and requests
Provide seminars, workshops, and training programs to minimize performance gaps and ensure continuous improvement of operational activities

Act as a primary point of contact with relevant stakeholders to ensure timely resolution of critical complaints, requests, and unresolved tickets
Provide necessary tools and enablers to solve complex recurrent cases increasing efficiency of operations
Monitor preliminary investigations of complex complaints and provide support when deemed necessary to ensure proper resolution of cases
Oversee corrective plans implementation to ensure customers complaints are all addressed, and customer satisfaction is reached

Participate in the identification and recruitment of key talent
Guide, mentor and support direct reports in order to execute duties according to set policies and processes
Develop individual performance objectives, provide necessary support, evaluate/appraise team and provide regular feedback on performance
Establish a high-performance working environment and promote ZATCA values