Customs Service Development Section Manager

Purpose of Job

The job holder is responsible for developing Customs service development plans, following-up on the successful implementation of services development initiatives and projects, and assesses complex business requirements to recommend reasonable and user-friendly solutions within applicable policies, procedures, quality standards and code of ethics.

Job Responsibilities

•    Implement and ensure the achievement of ZATCA's strategy, aspirations and Customs Service Development specific objectives
•    Provide input to identify Customs Service Development required projects to meet future demands
•    Implement plans and provide input to enable achievement of Customs Service Development goals that support ZATCA’s overall strategic plans

•    Participate in Customs Service Development annual budgeting cycle and process
•    Manage Customs Service Development efficiently and within budget, and report accurately on progress made and challenges encountered

•    Follow on the latest developments in the field of service development and changes methods in order to integrate and implement international best practices in daily operations
•    Define and update working approach to ensure application and system alignment with new changes and updates in tax and zakat operations and services policies and  procedures 
•    Review and approve operational service development plans based on historical recurrent requests and new requirements and ensure alignment with operational objectives and targets 
•    Oversee the development of awareness sessions, workshops, and presentations to communicate changes in service processes and facilitate the capture of end users’ issues
•    Build and maintain communication channels, processes, and procedures with IT functions to clarify interaction with service development functions and facilitate activities

 •    Monitor service development activities including gathering and consolidation of CPU remedy tickets and end users’ requirements , oversee assessments of operational deficiencies and related performance and report identified issues to relevant stakeholders 
•    Revise business/ functional requirements to provide guidance on technology enablement needs and manage the accurate development of initial requests to ensure proper coverage of end users’ needs
•    Review and assess customs performance reports to advice on  service development improvement actions and escalate complex issues for decision making
•    Manage escalated service issues, analyze root causes sent by IT functions to suggest corrective measures and monitor on proper application
•    Assess technical and business operational challenges and issues and develop response plans to ensure efficient day-to-day operations
•    Monitor the proper execution of UAT activities, Rollout plans and waves to ensure that business applications are aligned with business requirements
•    Review developed reports and statistics based on issues’ types and recommend future service improvement plans
•    Coordinate with relevant operational support areas to ensure improvement actions related to customs services are being implemented
•    Follow-up on project requests submitted to IT & digitalization and align on completion dates and expected milestones

•    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

Job Details

Communication and Contacs

Education

•  Bachelor’s degree in Business Administration, Marketing, Sales or equivalent is required 
•  Master’s degree in Business Administration, Marketing, Sales or equivalent or equivalent is preferred

Experience

An optimal of 7 years of relevant experience, with a preferred 2 years of experience in managerial level

Competencies