Case acceptance & Follow up Lead Specialist📣 Job Ad

About the Role

The Zakat, Tax and Customs Authority is seeking an experienced Case Acceptance & Follow-up Lead Specialist to join its team in Riyadh, Saudi Arabia. This is a full-time position for a professional capable of managing complex operational activities related to case acceptance and resolution. The role involves working with general directions to develop solutions and address issues escalated from junior levels.

Role Purpose and Scope

As an experienced professional, the Lead Specialist is primarily responsible for ensuring the efficient handling of case files and timely resolution of complaints. This includes conducting necessary analysis to understand and resolve challenges, as well as providing recommendations to enhance overall case acceptance and follow-up processes. The role requires a proactive approach to operational activities and a commitment to regulatory compliance.

Core Responsibilities

• Receive and accurately review case files to ensure formal requirements for legal registration are met.
• Follow up on submitted cases to ensure all documents and statements are completed in accordance with regulations and policies.
• Calculate the weight of cases using the approved mechanism.
• Monitor responses from parties involved in lawsuits, including the submission of response lists and prosecution details.
• Receive and log complaints from taxpayers and traders via e-channels and branches for tracking purposes.
• Follow up on complaints to ensure timely resolution and discuss outcomes with relevant stakeholders.
• Conduct performance analysis and lessons learned, providing recommendations for improvement and corrective actions.

Operational Adherence and Team Support

• Adhere to all relevant policies, processes, and standard operating procedures to maintain consistent and controlled work practices.
• Assist in resolving escalated problems and provide necessary support to junior team members to ensure efficient workflow.
• Escalate complex problems to the appropriate personnel to ensure proper closure of cases and issues.
• Train junior staff on various job activities to facilitate knowledge transfer, as applicable.
• Provide clear direction, prioritize tasks, assign and delegate responsibilities, and monitor the workflow of subordinates.
• Support junior staff or direct reports in executing their duties according to established policies and processes.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant professional experience.
• Demonstrated ability to conduct work with general directions and resolve challenges requiring analytical skills.
• Strong understanding of legal regulations and policies pertaining to case acceptance and complaint resolution.
• Proven capability in providing recommendations for process enhancement and corrective actions.

Work Setting

This full-time position is based in Riyadh, Saudi Arabia, within the Zakat, Tax and Customs Authority. The role operates within a structured environment, emphasizing adherence to established policies and procedures while fostering a collaborative approach to problem-solving and team development.