About the Role
Jobholders at this level are experienced professionals capable of conducting work with general directions. They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve, and addressing issues escalated from junior levels. They undertake complex operational activities including accepting case files, ensuring all complaints are resolved in a timely manner, and providing recommendations to enhance case acceptance and follow-up activities.
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Responsibilities
Case Acceptance and Follow-up
- Receive and review accurately case files to ensure that the formal requirements are met for registration with the legal regulation.
- Follow-up to complete the documents and statements of the submitted cases in accordance with regulations and policies.
- Calculate the weight of the case according to the approved mechanism.
- Follow-up on the responses of parties to the lawsuit and their submission of the response lists and the prosecution in the lawsuits submitted.
- Receive complaints from taxpayers and traders through e-channels and branches and log for tracking.
- Follow-up on complaints to ensure timely resolution and discuss results with concerned stakeholders.
- Conduct analysis on performance and lessons learned, and provide recommendations on areas for improvement and corrective actions.
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 efficiently.
- 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.
Education
- Bachelor’s degree in Legal Studies, Law, or equivalent is required.
Experience
- A minimum of 4 years of relevant experience.
Competencies
- Complaints Management - Proficient
- Coordination and Follow Up - Advanced
- Stakeholder Management - Proficient
- Legislations and Regulations - Proficient
- Business Excellence - Proficient
- Professionalism - Proficient
- Collaboration and Communication - Developing
- Results Oriented - Proficient
- Customer Focus - Proficient
- Enablement of Change and Innovation - Developing
