Complaints Management Director

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Complaints Management Director

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Zakat, Tax and Customs Authority . Purpose of Job The job holder is responsible for overseeing the development of complaints and suggestions management plans, overseeing day-to-day operations, assessing preliminary investigations of complex complaints, and overseeing corrective plans’ implementation to ensure proper and timely resolution of complaints, requests, and unresolved tickets. Job Responsibilities

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 Job Details

Education

Bachelor’s degree in Business Administration, or equivalent is required Master’s degree in Business Administration, or equivalent is preferred Experience

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

Professionalism - Proficient Operational Excellence - Proficient Collaboration and Communication - Proficient Customer Relationship Management - Advanced Business Excellence - Advanced Develop Teams - Proficient Leading by Example - Proficient Strategic Thinking - Developing Complaints Management - Advanced Results Oriented - Proficient Customer Focus - Proficient Quality Management - Advanced Enablement of Change and Innovation - Proficient Seniority level

Director Employment type

Full-time Job function

Other Industries

Government Administration

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