Support Services in Branches & Ports Director

Purpose of Job

Jobholders at this level execute work under minimal supervision from professionals or managerial staff and may supervise specific operational processes according to set policies, procedures, standards and guidelines. Operationally, they monitor entry and departure of authorized personnel and visitors, patrol specific areas, and respond to security incidents.

Job 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. Support required projects to meet future demands
•    Implement plans and provide input to enable achievement of Branch & Ports Ops. Support goals that support ZATCA’s overall strategic plans

Budget Management

•    Participate in Branch & Ports Ops. Support annual budgeting cycle and process
•    Manage Branch & Ports Ops. Support efficiently and within budget, and report accurately on progress made and challenges encountered

Operational Planning

•    Follow on the latest developments in the field of complaint management and customer service in order to integrate and implement international best practices in comprehensive lounges’ daily operations
•    Develop Branch & Ports Operations Support plans based on input from underlying section heads and ensure alignment with strategic direction, initiatives, objectives and targets 
•    Review and approve underlying functions’ KPIs, SLAs, and service quality metrics and monitor the proper implementation of policies, processes, and procedures to ensure to ensure alignment with quality metrics 
•    Communicate and circulate new policies and regulations across underlying functions and disseminate new implications in tax, zakat and customs’ frameworks including approved approaches, manuals, policies, procedures, forms, scripts, FAQs, etc.
•    Review, approve and update guidelines, policies and procedures to maintain efficient practices in dealing with customers’ requests and complaints and to preserve ZATCA’s brand image
•    Maintain synergies and coordinate with internal departments to communicate vital input for operation and service improvement and to ensure that complaints are channeled to the appropriate stakeholder for timely resolution

Operational Enablement

•    Develop dashboards to track and analyze service center queues by comprehensive lounge type/geographic area to advise on suitable means to handle workload 
•    Oversee the development of forecasting models to determine branches’ operational needs and ensure resources’ availability of managing the lounge during peak times
•    Review and approve needed resources, tools and equipment requested from branches and ports, analyze possible routing between comprehensive lounges and approve on needed requirements
•    Monitor that first/second level support is timely delivered in line with ZATCA’s standards, policies and procedures

Reporting 

•    Review reports on operational progress against plans, KPIs, goals and targets and approve action plans to enhance and improve departmental performance
•    Consolidate and approve reports highlighting Comprehensive Lounge trend data (Seaports, Land ports, Airports, and Branches), analyse patterns to assist senior management in policy making  

People Management

•    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, 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