{"id":1599694,"url":"https://alion.io/job/sars-ops-manager-taxpayer-interface","title":"Ops Manager: Taxpayer Interface","company":{"id":1774497,"name":"SARS","domain":"sars.gov.za","url":"https://alion.io/company/sars-gov-za","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false}],"status":"live","first_seen_at":"2026-10-01T18:56:47Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-04T21:26:32Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Position Reports to: Relationship Manager: Mining\nDivision: Service & Delivery Large&Inter\nLocation: Woodmead North Office Park\nAdvert Closing Date: 09 October 2026\nAbout the Position\nIn 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.\nJob Purpose\nTo 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.\nEducation and Experience\nMinimum Qualification & Experience Required\nBachelor'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.\nSenior Certificate (NQF 4) AND 10 years Taxpayer service environment or similar service environment of which 1 year at supervisory level.\nJob Outputs:\nProcess\nParticipate and provide inputs in adhoc projects.\nEngage with relevant stakeholders to facilitate resolution of taxpayer cases.\nQuality assure work done by team members and ensure approvals are done timeously in the system.\nManage end-to-end query resolution process.\nAs an Ops Manager, use judgment to arrive at systematic proficiency where solutions are within precedent and procedures.\nBe observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.\nConduct root cause analysis of all complaints, make recommendations & identify repeated queries to ensure that the cause of complaints are dealt with.\nManage team activities to ensure achievement of production targets within the identified quality and turnaround time and standards.\nAccumulate information to report on work progress and use for decision making purposes and the identification of improvement opportunities.\nApply discretion and judgement to diagnose symptoms, causes and effects and to make decisions to overcome problems and to provide solutions.\nApply the necessary discretion and judgment in making decisions and overcoming obstacles in order to attain set goals and objectives for area of accountability.\nDeploy resources appropriately and anticipate and resolve problems to ensure that tactical targets are achieved within agreed deadlines & standards.\nEnsure procedures, policies and mandates are clearly understood and complied with.\nEnsure the development, alignment and implementation of end-to-end processes within area of accountability for continued process improvement.\nFrequently report on progress of unit and or team against pre-defined objectives and standards, ensuring accurate representation of facts.\nImplement change & provide guidelines to direct reports defining the impact of change, the change itself & new requirements as a result of the change.\nImplement resource plans in line with delivery and performance objectives, on budget and in partnership with specialised areas.\nLink and communicate unit's objectives back to mandate, schedule and prioritise activities and allocate work to meet identified work outputs.\nManage a work function or unit by focusing on the delivery and achievement of set objectives within specified time frames, costs and standards.\nPlan and organise multiple work outputs by assigning priorities and continuously reviewing objectives and goals.\nProvide input into the development of the tactical strategy as well as develop and implement a supporting operational strategy.\nGovernance\nImplement and use governance & compliance procedures & processes effectively to identify and manage risks and expose previously unknown liabilities.\nImplement risk management, governance and compliance policies and processes to identify and manage risks and expose liabilities.\nUnderstand and implement governance control processes and role segregation requirements in area of accountability.\nPeople\nAllocate cases to team members and ensure resolution within set time frame.\nBuild strong relationships through providing direction and leadership to own team and expressing positive expectations.\nEncourage and enable teamwork, by enabling collaboration with others and commitment to pursuing set goals.\nImplement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.\nMonitor and actively manage team performance to meet specified objectives against required targets, deadlines and quality standards.\nFinance\nDraw up a budget aligned to operational delivery plans, monitor and report on variances.\nEnsure team's adherence to specified policies, standards & procedures to prevent & reduce wastage on financial resources & escalate associated risk.\nImplement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.\nClient\nEnsure client satisfaction by engaging and delivering a service that is consistent, seamless, quick and error free.\nFacilitate meetings with taxpayers where necessary.\nContribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback & exceptional service.\nDevelop and implement processes which builds client service delivery excellence and encourages others to provide exceptional service.\nBehavioural competencies\nAdaptability \nFairness and Transparency\nAccountability \nCustomer Service \nHonesty and Integrity \nConceptual Thinking \nChampioning the Mandate \nInfluencing Others \nMobilizing Teams \nDriving for Excellence \nLeveraging Diversity \nAccurate Understanding \nDeveloping Others \nTrust \nRespect \nProblem Solving and Analysis \nBuilding Sustainability \nTechnical competencies\nFunctional Policies and Procedures \nTax Knowledge \nManagerial Budgeting \nCustomer Relationship Management \nEffective Business Communication \nProblem Analysis and Judgement \nPlanning and Organizing \nDecisiveness \nBusiness Acumen \nCustomer Understanding \nSARS System Products\nCompliance Competency\nGOC Confidential\nEmployment Equity\nThe 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.","description_format":"text","description_chars":6853,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Providers & Datasets","E-learning","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-10-01T18:56:47Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.884,"p_room":1,"age_days":2,"expected_fill_days":10,"reasons":["conf:10","velocity","win:early"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sars-ops-manager-taxpayer-interface","json_url":"https://alion.io/job/sars-ops-manager-taxpayer-interface.json","meta":{"generated_at":"2026-10-05T01:16:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1643,"day_limit":5000,"remaining_today":3357,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}