Support Services in Branches & Ports Director

Zakat, Tax and Customs Authority

Strategy and Planning

Implement and ensure the achievement of ZATCA's strategy, aspirations, and Branch & Ports Ops. Support specific objectives

Provide input to identify Branch & Ports Ops. Support required projects to meet future demands

Implement plans and provide input to enable achievement of Branch & Ports Ops. Support goals that support ZATCA s overall strategic plans

Budget Management

Participate in Branch & Ports Ops. Support annual budgeting cycle and process

Manage Branch & Ports Ops. Support efficiently and within budget, and report accurately on progress made and challenges encountered

Operational Planning

Follow on the latest developments in the field of complaint management and customer service in order to integrate and implement international best practices in comprehensive lounges daily operations

Develop Branch & Ports Operations Support plans based on input from underlying section heads and ensure alignment with strategic direction, initiatives, objectives and targets

Review and approve underlying functions KPIs, SLAs, and service quality metrics and monitor the proper implementation of policies, processes, and procedures to ensure to ensure alignment with quality metrics

Communicate and circulate new policies and regulations across underlying functions and disseminate new implications in tax, zakat and customs frameworks including approved approaches, manuals, policies, procedures, forms, scripts, FAQs, etc.

Review, approve and update guidelines, policies and procedures to maintain efficient practices in dealing with customers requests and complaints and to preserve ZATCA s brand image

Maintain synergies and coordinate with internal departments to communicate vital input for operation and service improvement and to ensure that complaints are channeled to the appropriate stakeholder for timely resolution

Operational Enablement

Develop dashboards to track and analyze service center queues by comprehensive lounge type/geographic area to advise on suitable means to handle workload

Oversee the development of forecasting models to determine branches operational needs and ensure resources availability of managing the lounge during peak times

Review and approve needed resources, tools and equipment requested from branches and ports, analyze possible routing between comprehensive lounges and approve on needed requirements

Monitor that first/second level support is timely delivered in line with ZATCA s standards, policies and procedures

Reporting

Review reports on operational progress against plans, KPIs, goals and targets and approve action plans to enhance and improve departmental performance

Consolidate and approve reports highlighting Comprehensive Lounge trend data (Seaports, Land ports, Airports, and Branches), analyse patterns to assist senior management in policy making

People Management

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

Perform on-the-job training for direct reports and provide feedback