Regulatory Senior Advisor

Purpose of Job

Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives. Jobholders might act as internal consultants and facilitators through providing guidance to deliver and perform operational activities. Their main operational role includes answering complex queries and advising related stakeholders on complex Customs issues, setting the legal support ticketing system guidelines and requirements, monitoring the ticketing system implementation to ensure that all the criteria are developed and fully functional.

Job Resposiblites

Advisory Support Planning  

•    Develop legal support ticketing systems including ticketing and knowledge management and provide recommendations to ensure efficiency in the resolution of Customs regulations/laws queries
•    Carry out necessary Customs studies with the goal of continuously improving ZATCA's present Customs practices (policies and procedures)
•    Keep abreast of domestic and international Customs ecosystem including key players and partners, obligations and relationships, regulatory instruments to support implementation of regulations, Customs documents, processes, procedures and taxpayer journey 

Advisory Support Implementation and Follow Up  

•    Receive internal and external queries related to Customs laws and regulations and accordingly ensure proper and prompt responses and resolutions ensuring compliance with policy intent and guidelines and escalate complex cases as needed 
•    Maintain and frequently update and publish Customs related FAQ databases to improve taxpayer experience and provide quick information by reducing the time to answer simple questions
•    Analyse common queries and themes and develop possible solutions based on taxpayer satisfaction trends to increase efficiency and customer satisfaction index 
•    Collect feedback from internal stakeholders related to operational efficiency of legal support and the effectiveness of advising services and accordingly deduce relevant areas of difficulty and struggle, suggest, and implement recommended improvements 
•    Ensure achievement of pre-set legal support targets and objectives, report on performance progress and highlight delays if any 
•    Prepare final reports highlighting advisory performance, challenges and lessons learned, and work on suggested improvements  
•    Prepare for and participate in meetings/ workshops with regulatory bodies, and governmental entities as needed to exchange advise on best Customs practices

Organization and Operations  

•    Follow all relevant policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner
•    Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
•    Escalate complex problems to the relevant person to ensure cases/issues are closed properly
•    Perform other duties as requested

People Management  

•    Train junior staff on the different job activities to ensure transfer of know-how, when applicable
•    Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
•    Support junior staff or direct reports in order to execute their duties according to set policies and processes

Job Details

Communication and Contacs

Eductaion

•  Bachelor’s degree in Legal Studies, or equivalent is required
•  Master’s degree in Legal Studies, or equivalent is preferred

Experience

A minimum of 5 years of relevant experience 

Competencies