Operations Support Services Specialist

Job PurposeJobholders at this level carry out specific tasks independently but are subject to close supervision. They research, collect and analyze information, draft reports and documents, participate in specific meetings and develop their own professional expertise.They undertake simple operational including providing second level support on incoming queries and requests from ZATCA’s branch client- facing employees in line with applicable policies, procedures, FAQs, scripts, service charters and service catalogues.Roles And Responsibilities Keep abreast of changes and updates in Zakat and tax rules, regulations, policies, procedures, service charters, service catalogues, scripts, FAQs, etc. to ensure that new information is properly disseminated to branches Develop communication channels to facilitate coordination efforts and interactions between branches and HQ and safeguard the proper capture of requests Review and assess processes in place and determine ways to improve current practices in order to efficiently attend to comprehensive lounges’ employees operational needs and request Build forecasting models to determine branches’ operational needs and ensure resources availability and capability of handling comprehensive lounges during peak times Record, analyze and categorize service incidents in comprehensive lounges to identify operational deficiencies and recommend preventive measures to mitigate business risks Guide comprehensive lounges in defining actions plans, implementing campaigns and customer related projects and ensure high quality standards of work/business processes Handle comprehensive lounges’ requests and provide first level support on issues in line with ZATCA’s standards, policies and procedures Gather and consolidate comprehensive lounges’ technical inquiries and mediate between comprehensive lounges and internal functions to handle relevant questions and update needed materials for future reference Oversee the permanent availability of taxpayers’ applications and forms to minimize service disruption resulting from inaccessibility to needed paperwork Follow on pending customers’ issues and complaints in ZATCA’s HQ to ensure case resolution in coordination with internal stakeholders Carry out branches’ enablement activities and provide needed tools and support to ensure operations are optimized Develop reports highlighting Comprehensive Lounges’ trend data to identify needs and expectations 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 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 Qualifications And Requirements Bachelor’s degree in Business Administration or equivalent is required 0-2 years of relevant experience