Support Services in Branches & Ports Director

Overview

Support Services in Branches & Ports Director role at Zakat, Tax and Customs Authority (ZATCA).

Responsibilities

• 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 needs and support required projects to meet future demands.
• Budget Management : Participate in Branch & Ports Ops budgeting cycle and process; manage Branch & Ports Ops resources efficiently within budget and report progress and challenges.
• Operational Planning : Monitor developments in complaint management and customer service to integrate international best practices in lounges’ daily operations; develop Branch & Ports Operations Support plans aligned with strategy and targets; review and approve KPIs, SLAs, and service quality metrics; disseminate new policies and regulations; maintain guidelines to ensure efficient customer handling and preserve ZATCA’s brand image; coordinate with internal departments for input on operations and service improvements.
• Operational Enablement : Develop dashboards to track service center queues; oversee forecasting models to determine branches’ needs and ensure lounge coverage; approve resources and equipment; ensure timely first / second level support per standards.
• Reporting : Review operational progress against plans and KPIs; consolidate and approve reports highlighting lounge trends across Seaports, Land ports, Airports, and Branches to aid policy decisions.
• People Management : Participate in identifying key talent; mentor and support direct reports; provide on-the-job training and feedback.

Qualifications

Experience

An optimal of 8 years of relevant experience, with a preferred 3 years of managerial level experience.

Competencies

Seniorities and Employment

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