Operational Effectiveness Officer

About the Position

SARS is looking for a highly skilled, analytical, results-driven, and improvement-focused Operational Effectiveness Officer to join the Enabling Operational Excellence team in Kasteel Office Park, Gauteng. The successful candidate will be responsible for driving operational effectiveness within the SARS Taxpayer Service through the analysis of service delivery performance, operational processes, customer interaction trends, quality outcomes, and compliance indicators to identify opportunities for continuous improvement and optimisation. The role requires an individual who can apply specialist operational knowledge, interpret data and performance insights, evaluate process efficiency and effectiveness, identify systemic challenges and service delivery gaps, and recommend practical, evidence-based interventions that enhance customer experience, operational excellence, and business performance. The ideal candidate will demonstrate strong analytical capability, sound judgement, attention to detail, stakeholder engagement skills, and the ability to influence the implementation of process, procedural, and service improvements across the Taxpayer Service environment. Through data-driven insights, root-cause analysis, performance monitoring, and continuous improvement initiatives, the Operational Effectiveness Officer will play a critical role in enhancing operational efficiency, strengthening internal controls, improving service quality, reducing operational risks, and supporting SARS's commitment to delivering fair, simple, transparent, and professional service to taxpayers, traders, and travellers.

Job Purpose

To provide expertise, advice and support to develop operational implementation plans and / or associated service delivery processes, by analysing and improving the effectiveness of the workforce within are of accountability and implement effectiveness interventions to ensure all key performance targets are met, in order to continuously enhance service delivery.

Education and Experience

Minimum Qualification & Experience Required

BCom Degree / Advanced Diploma (NQF 7) in Information Systems, Data Analytics or Computer Science or similar AND 5-7 years' experience in Data Analytics / Business Intelligence, of which 2-3 years is at a functional specialist level.

Minimum Functional Requirements

Senior Certificate (NQF 4) AND 10 years’ experience in Data Analytics / Business Intelligence, of which 2-3 years is at a functional specialist level.

Job Outputs:

Process

• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.


• Effectively utilise resources allocated to the job in order to perform contracted work outputs and report on and escalate any shortfalls.


• Identify and resolve queries and problems timeously, apply discretion in line with process guidelines provided.


• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.


• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.


• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.


• Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs.


• Draw on own knowledge and experience to diagnose symptoms, causes and possible effects in order to solve emerging problems.


• Execute specialist input through investigation and opportunities within the product process including risk concern.


• Initiate process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change.


• Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives.


• Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation.


• Plan and organise own work tasks within area of work.

Governance

• Implement and provide input into the development of governance, compliance, integrity and ethics processes within area of specialisation.

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.


• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.


• Provide authoritative, specialist services, expertise and advice to internal and external stakeholders.

Behavioural competencies

• Accountability


• Analytical Thinking


• Attention to Detail


• Commitment to continuous learning


• Conceptual ability


• Expertise in Context


• Fairness and Transparency


• Honesty and Integrity


• Leading Change


• Operational Awareness


• Problem Solving and Analysis


• Respect


• Trust

Technical competencies

• Building Customer Loyalty


• Business Knowledge


• Customer Liaison


• Customer Relationship Management


• Data collection and analysis


• Efficiency Improvement


• Functional Policies and Procedures


• Legislative and Regulatory Compliance


• Planning and Organising


• Problem Analysis and Judgment


• Quality Management


• Reporting


• Service Delivery

Compliance Competency

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.

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SARS official reporting channels: [email protected]; [email protected]; [email protected]; SARS Hotline number (0800 00 28 70).