Ops Manager: Taxpayer Interface

Position Reports to: Relationship Manager: Mining

Division: Service & Delivery Large&Inter

Location: Woodmead North Office Park

Advert Closing Date: 09 October 2026

About the Position

In an ever-changing environment, we have built a responsive and agile organisation to give effect to our strategic intent of achieving voluntary compliance. We invite you to be part of the special team that contributes to the collection of revenue, protect the economy and people of South Africa. We believe that your skills, commitment, and dedication will add value and make a difference to the organisation and country. Integrity is key to the organisation.

Job Purpose

To plan, manage and monitor the implementation of Taxpayer Engagement activities and end-to-end processes in the Retail Sector for Large Business & International in order to deliver on approved operational plans and to continuously enhance service delivery.

Education and Experience

Minimum Qualification & Experience Required

Bachelor's Degree / Advanced Diploma (NQF 7) in Audit/Accounting/Law/Finance AND 5-7 years' experience in a Taxpayer service environment, of which 1 year at supervisory level.

Senior Certificate (NQF 4) AND 10 years Taxpayer service environment or similar service environment of which 1 year at supervisory level.

Job Outputs:

Process

• Participate and provide inputs in adhoc projects.
• Engage with relevant stakeholders to facilitate resolution of taxpayer cases.
• Quality assure work done by team members and ensure approvals are done timeously in the system.
• Manage end-to-end query resolution process.
• As an Ops Manager, use judgment to arrive at systematic proficiency where solutions are within precedent and procedures.
• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
• Conduct root cause analysis of all complaints, make recommendations & identify repeated queries to ensure that the cause of complaints are dealt with.
• Manage team activities to ensure achievement of production targets within the identified quality and turnaround time and standards.
• Accumulate information to report on work progress and use for decision making purposes and the identification of improvement opportunities.
• Apply discretion and judgement to diagnose symptoms, causes and effects and to make decisions to overcome problems and to provide solutions.
• Apply the necessary discretion and judgment in making decisions and overcoming obstacles in order to attain set goals and objectives for area of accountability.
• Deploy resources appropriately and anticipate and resolve problems to ensure that tactical targets are achieved within agreed deadlines & standards.
• Ensure procedures, policies and mandates are clearly understood and complied with.
• Ensure the development, alignment and implementation of end-to-end processes within area of accountability for continued process improvement.
• Frequently report on progress of unit and or team against pre-defined objectives and standards, ensuring accurate representation of facts.
• Implement change & provide guidelines to direct reports defining the impact of change, the change itself & new requirements as a result of the change.
• Implement resource plans in line with delivery and performance objectives, on budget and in partnership with specialised areas.
• Link and communicate unit's objectives back to mandate, schedule and prioritise activities and allocate work to meet identified work outputs.
• Manage a work function or unit by focusing on the delivery and achievement of set objectives within specified time frames, costs and standards.
• Plan and organise multiple work outputs by assigning priorities and continuously reviewing objectives and goals.
• Provide input into the development of the tactical strategy as well as develop and implement a supporting operational strategy.

Governance

• Implement and use governance & compliance procedures & processes effectively to identify and manage risks and expose previously unknown liabilities.
• Implement risk management, governance and compliance policies and processes to identify and manage risks and expose liabilities.
• Understand and implement governance control processes and role segregation requirements in area of accountability.

People

• Allocate cases to team members and ensure resolution within set time frame.
• Build strong relationships through providing direction and leadership to own team and expressing positive expectations.
• Encourage and enable teamwork, by enabling collaboration with others and commitment to pursuing set goals.
• Implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.
• Monitor and actively manage team performance to meet specified objectives against required targets, deadlines and quality standards.

Finance

• Draw up a budget aligned to operational delivery plans, monitor and report on variances.
• Ensure team's adherence to specified policies, standards & procedures to prevent & reduce wastage on financial resources & escalate associated risk.
• Implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.

Client

• Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, quick and error free.
• Facilitate meetings with taxpayers where necessary.
• Contribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback & exceptional service.
• Develop and implement processes which builds client service delivery excellence and encourages others to provide exceptional service.

Behavioural competencies

• Adaptability
• Fairness and Transparency
• Accountability
• Customer Service
• Honesty and Integrity
• Conceptual Thinking
• Championing the Mandate
• Influencing Others
• Mobilizing Teams
• Driving for Excellence
• Leveraging Diversity
• Accurate Understanding
• Developing Others
• Trust
• Respect
• Problem Solving and Analysis
• Building Sustainability

Technical competencies

• Functional Policies and Procedures
• Tax Knowledge
• Managerial Budgeting
• Customer Relationship Management
• Effective Business Communication
• Problem Analysis and Judgement
• Planning and Organizing
• Decisiveness
• Business Acumen
• Customer Understanding
• SARS System Products

Compliance Competency

• GOC Confidential

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.