Tax Ombud Vacancies - 05 July 2026 - Vacancies with Collen

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Chief Executive Officer Tax Ombud

JOB PROFILE

Chief Executive Officer: Tax Ombud

Reference #: RP-2026-01

Purpose

The Office of the Tax Ombud (OTO) plays a critical role in ensuring fairness, transparency, and accountability in South Africa’s tax administration system. Established in terms of the Tax Administration Act, the Tax Ombud reviews and addresses taxpayer complaints relating to service, procedural, or administrative matters arising from the application of tax legislation by SARS. The OTO also identifies and investigates systemic and emerging issues impacting taxpayers, contributing to improved service delivery and trust in the tax system.

Job Details

Job ID:

21005655

Theme of Work:

Strategy Formulation – L5

Job Family:

Administration and Support

Minimum Experience:

15 – 18 years’ experience in a similar environment, of which 6 – 8 years at a senior management level

Alternative Minimum Experience:

18+ years related experience, of which 6 – 8 years at a senior management level

Minimum Qualification:

Relevant Master’s Degree (NQF 9)

Alternative Qualification:

Relevant Honours Degree / Postgraduate Diploma (NQF 8)

Minimum Functional Requirements:

Leadership Level:

Executive (EX)

Additional Technical Competencies:

GOC Top Secret – (a) sensitive information, the disclosure of which may cause serious or irreparable harm to the national interest of the Republic or may cause other states to sever diplomatic relations with the Republic; (b) commercial information, the disclosure of which may—(i) have disastrous results with regard to the future existence of an entity; or (i) have disastrous results with regard to the future existence of an entity; or (ii) cause serious and irreparable harm to the security or interests of the State;(c) personal information the disclosure of which may endanger the life of the individual concerned. E.g. Cabinet Memoranda

Outputs

Process

Balance and integrate divisional resources, resolve competing requirements and allow for contingencies in support of strategic objectives. (I)
Champion policy framework and objectives with internal partners to ensure organisation wide integration. (I)
Communicate meaningful strategic context that articulates divisional purpose, vision and philosophy in support of overall org. strategic objectives. (I)
Create the context to continuously improve divisional functions and systems in line with national, regional and international changes. (I)
Develop annual and long-term divisional plans, set clear priorities and measurable milestones for reporting units in line with organisational strategic plan. (I)
Evaluate and assess the impact of decisions on the long-term strategic objectives and the integrity of the organisation. (I)
Influence national and regional industry trends and policies in alignment with long-term strategic objectives. (I)
Influence the understanding and adoption of the organisational direction across all levels of the organisation and its stakeholders. (I)
Participate in developing enterprise vision and strategy in line with Government Policy, SARS mandate and operating model. (I)
Plan for the future by setting priorities to shape and structure the org.; providing a framework for long term initiatives and milestones to be achieved. (I)
Proactively identify mission critical problems, determine impact on long term intent of the org. and develop divisional strategies to direct the future. (I)
Take accountability for the development of a divisional strategy that clearly aligns to the organisation’s strategic objectives. (I)
Use insights and knowledge gained from high level reports and analyse complex comparative information to create scenarios to direct strategic intent. (I)
Strategically influence the development, adoption, implementation and adherence to, organisational control, risk and compliance frameworks.
Manage and oversee the continuous improvement processes and effective relationship management to elevate customer complaints due to internal inefficiencies, lack of best practice or the lack of continuous improvement.
Ensure the executive of customer service, compliance risk and evaluation of the fairness and transparency through fair treatment of all tax payers based on clear rules, principles, and procedures backed by governance and zero corruption at all levels.
Set planned priorities to shape and structure the organisation for the future and provide a framework for achieving long-term initiatives and milestones.
Oversee the identification of areas where the organisation’s policies need to be modified and enhanced.
Develop strategies for staffing growth and footprint expansion for the Office of the Tax Ombud.
Client

Strategically define and influence relationships and service level agreements made with internal and external stakeholders. (I)
Finance

Ensure that the divisional strategy is adequately budgeted for through the development and implementation of a requisite budget. (I)
Strategically influence implementation of effective financial control, management of costs and corporate governance in the division. (I)
Governance

Influence the creation of enterprise-wide reports that meet all statutory requirements. (I)
Strategically influence the development, adoption, implementation and adherence to governance, risk and compliance frameworks. (I)
People

Influence and direct the development of human capability and accountability framework in the division in support of people management strategies. (I)
Lead the development and cultivation of a divisional culture where the organisational values are demonstrated and lived. (I)
Provide leadership and direction by articulating and reinforcing the vision or direction for a division. (I)
Behavioural Competencies

Accountability (V)

Level 5

Competency Definition:

The acknowledgement and assumption of responsibility for actions, products, decisions, and policies within the scope of the role or employment position.

Behavioural Indicators:

Articulate strategic direction and how the division contributes to the achievement of the goals. Demonstrates willingness to declare practices open for scrutiny of others. Promote transparency with both internal and external stakeholders. Take responsibility for the welfare of the entire portfolio under one’s lead. Build a sense of personal and social obligation to contribute meaningfully to your work, the work of SARS and the society at large. Take ownership of the decision made as a collective. Stand by difficult decisions and openly acknowledge errors. Lead by example by influencing and inspiring others. Admits own mistakes and weaknesses and seeks help from others when unable to deliver.

Fairness and Transparency (V)

Level 5

Competency Definition:

Build diverse and inclusive workplaces where decisions, practices, processes and transactions are transparent and fair.

Behavioural Indicators:

Be a role model in leaving the SARS values to colleagues and partners. Promotes a SARS culture of building respectful, multilingual, diverse, and an inclusive environment where decisions and transactions are transparent and fair. Reward and acknowledge people for their contribution, based on merit. Be impartial in enhancing tax and customs compliance. Be transparent, just and fair in your dealings with all stakeholders. Be a role model in leaving the SARS values to colleagues and partners.

Honesty and Integrity (V)

Level 5

Competency Definition:

The quality of being upright, truthful, sincere and freedom from deceit or fraud (H). Guided by values, ability to demonstrate moral judgement and doing the right thing consistently (I).

Behavioural Indicators:

Coaches and mentors others in acceptable honesty and integrity behaviours. Ensures that all stakeholders are trained to understand and practice the organisations Code of Ethics and holds self and others accountable, by arranging for training and dissemination of information. Ensures that policies and programmes for preventing waste, fraud, abuse, and mismanagement are in place and enforced. Models behaviour, attitudes, and actions expected of all staff. Instigate changes in behaviour to improve working relations in SARS. Act consistently with what you say and demonstrate consistent character.

Respect (V)

Level 5

Competency Definition:

Ability to be considerate for self and others.

Behavioural Indicators:

Recognise personal boundaries and make effort not to offend others. Know and understand personal and professional boundaries so as do not offend others. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Treats all colleagues with equal respect. Uses work time for organisational matters and not for personal matters. Encourages, recognizes and incorporates diverse points of view. Treats people with dignity and respect in line with SARS values. Trust others with relevant information and communicate frankly and honestly. Be a role model in leaving the SARS values to colleagues and partners. Use the language understood by all. Build professional relationships with taxpayers, traders, public and fellow colleagues.

Stakeholder Engagement and Management

Level 5

Competency Definition:

Recognises the importance of relationships as a fundamental business resource and makes attempts to build and maintain solid working relationships with others

Behavioural Indicators:

Builds strong networks among the different stakeholders of the organisation and forms partnerships with them in various areas, which work towards achieving the vision of the organisation. Evaluates the value of strategic relationships against organisational outcomes. Creates, participates in, and facilitates forums to develop new alliances and formal networks. Masterfully uses diplomacy for relationship building. Acts as a thought leader in field of expertise for competitive advantage. Articulates self with credibility and conviction, encouraging buy-in to corporate position. Ensures that the organisation communicates inclusively with staff and external stakeholders.

Trust (V)

Level 5

Competency Definition:

Firm belief in the reliability, truth or ability of someone or something.

Behavioural Indicators:

Promotes a culture that encourages subscription to the highest standards of trust and integrity within the organisation. Builds an image of unquestionable integrity for the institution.

Leadership Competencies

Concern for Impact of own behaviour on others

Level 5

Competency Definition:

The ability to influence a wide range of diverse individuals and groups positively.

Behavioural Indicators:

The ability to strategically influence people management practices: Varies leadership style to meet the needs of individual’s teams. Manages expectations of staff and sets realistic progression targets that encourage staff to reach their potential. Delegates responsibility appropriately, gives others scope to use initiative and gives them authority to make decisions and accomplish tasks effectively. Evaluates the transfer of skills and knowledge into the workplace. Provides leadership at the entire organisation level and demonstrates a strong sense of collective responsibility.

Develops teams and nurtures interdependency

Level 5

Competency Definition:

Leverage collaborative relationships. The ability to apply the right technology to the right process at the right time with the right people.

Behavioural Indicators:

Leverages strategic partnerships to advance SARS’s mandate. Draws on own and others’ internal networks to help ensure buy-in and ownership. Provides strategic advice on the value and types of partnership arrangements that SARS should be pursuing.

Inspires others to Positive Action

Level 5

Competency Definition:

Inspirational leadership is about energising and creating a sense of direction and purpose for employees and excitement and momentum for change. It involves energising individuals to strive towards a compelling vision of the future by embracing and embodying SARS’s values in all aspects of their work. It includes offering clarity around goals and objectives and ensuring that those who are led work collaboratively towards a shared purpose.

Behavioural Indicators:

Provides leadership to others around how to execute strategies that transition the organisation from current to future state. Takes action to ensure that others understand and endorse SARS’s strategy and mandate; creates an engaged and energised climate to help enable it. Genuinely listens to and addresses any resistance or concerns about the future of the organisation; promotes a climate of continuous transformation that will keep the organisation agile and “best in class.” Reinforces the vision of change and ensures organisational processes and practices are aligned accordingly. Leads and inspires others to create something truly innovative and distinguishing for SARS; publicly champions SARS’s culture and/or strategy to gain broad support and commitment.

Nurtures Future Talent

Level 5

Competency Definition:

Develops the technical skills and leadership abilities of SARS personnel to create sustainable delivery capability. The drive to further the development and learning of others.

Behavioural Indicators:

Arranges appropriate and helpful assignments, formal training, or other experiences for the purpose of fostering the employee’s learning and development (could include career path or career plan development). Understands and identifies training or developmental need and establishes new programmes or materials to meet them. Creates an environment where the employee’s rights are respected.

Stewardship and Service Orientation

Level 5

Competency Definition:

Steward leaders have a sense of purpose, which helps them to align their actions to the organisation’s vision, goals, and values. Regard leadership as an inordinate privilege without a sense of entitlement. Capture the collective aspirations of those that they lead, foster a sense of commitment, and place the interest of others ahead of their own.

Behavioural Indicators:

Stewardship at the institutional level involves ensuring that organisational vision, values, and mandate remain appropriate. The act of stewardship by leaders in an organisation can be invaluable ensuring that individuals work well in effective team and establishing environments where individuals can improve their sense of well-being. Drives organisational cohesiveness by promoting diversity and inclusivity in decision making.

Strong Results Orientation

Level 5

Competency Definition:

Consistently delivers required business results; sets and achieves achievable, yet aggressive, goals; consistently complies with quality standards and meets deadlines; maintains focus on organisational goals.

Behavioural Indicators:

Models excellence and motivates fellow organisational members to follow his and/or her example. Encourages constructive questioning of policies and practices; sponsors experimentation and innovation. Holds staff accountable for achieving standards of excellence and results for the organisation. Displays high levels of commitment to the cause.

Values and Manages Diversity

Level 5

Competency Definition:

Understands and respects the customs and norms of others and modifies own behaviour. Contributes actively to a working environment that recognises, responds to and acknowledges the value proposition of SARS; acts as a catalyst for promoting SARS values and influences others to translate vision into action.

Behavioural Indicators:

Thinks about impact of own behaviour on another, given the context of the culture and modifies behaviour to improve and make personal sacrifices for the organisation.

Ability to translate strategy into execution

Level 5

Competency Definition:

Execution leadership means having a strategic mind-set and the leadership skills to perform a function, implement a process or execute a project.

Behavioural Indicators:

Translates the organisation’s strategic objectives to the workforce. To ensure that management is able to track and monitor activity and progress to ensure strategic objectives are completed successfully in the timeframe allotted to them; typically, a quarter, half year or financial year.

Technical Competencies

Business Acumen

Level 5

Competency Definition:

Understands main business drivers in order to impact on decision making and get things done

Behavioural Indicators:

Displays excellent insight into the business implications of decisions and helps others to understand such considerations. Contributes to profitability by consistently focusing on the bottom line. Is highly knowledgeable about the market & closely monitors competitors’ activities. Makes a significant contribution by continually aligning efforts with the organisation’s goals. Expertly performs cost benefit analyses.

Change Management

Level 5

Competency Definition:

Transforming individuals, teams and organisations to a desired new state

Behavioural Indicators:

Reviews, sponsors, and approves recommendations for enterprise-wide change programs that impact cross-functional key processes. Partners with other business leaders to identify opportunities for significant technology/process enhancements. Lobbies for changes that impact strategic business direction. Approves strategic monitoring criteria and reviews high impact enterprise performance trends. Evaluates progress against key performance drivers and assesses organisational opportunities and risks. Solicits the support of business leaders in planning and spearheading enterprise change initiatives. Establishes and communicates a clear vision, mission and value statement for the change initiative. Establishes and supports leadership for the change project. Ensures change initiatives support the vision and sustainability of the organisation at a strategic level.

Customer Relationship Management

Level 5

Competency Definition:

Able to demonstrate concern for customer expectations and needs

Behavioural Indicators:

Proactively seeks feedback from customers and uses this information to make improvements in systems, processes, etc. Actively seeks out the customer to discuss business challenges in an effort to provide products and services that meet the customer needs even before the customer recognises the need as critical. Anticipates how plans and actions of the business will affect the customer in the long term.

Decisiveness

Level 5

Competency Definition:

The confidence and ability to take timely and appropriate decisions

Behavioural Indicators:

Reconciles the conflicts between short-term requirements and long-term objectives. Anticipates obstacles and overcomes challenges in highly complex situations. Balances a commitment to excellence with the best interests of clients and the organisation when making decisions.

Effective Business Communication

Level 5

Competency Definition:

Must be able to communicate information and ideas in a clear and concise manner appropriate for the audience in order to explain, persuade, convince and influence others to achieve the desired outcomes.

Behavioural Indicators:

Communicates with a level of accuracy and fluency, as communication is subject to varied contexts and settings. Takes cognisance of ensuing impact due to appropriateness of message content, timing and forum of communication. Presents organisational, legislation and regulations, long-term departmental/organisational objectives, strategies and goals to senior management, administrators, organisation’s stakeholders, outside organisations and the public within scope of communication.

Functional Policies and Procedures

Level 5

Competency Definition:

The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.

Behavioural Indicators:

Has sufficient expertise to be able to scan the market to obtain examples of best practice. Can develop new policies and procedures where required, aligning them with SARS’s strategy and appropriate legislation.

Managerial Budgeting

Level 5

Competency Definition:

Must be able to plan the work unit budget and manage income and expenditure, through responsible implementation of policies, practices and decisions, in order to achieve unit objectives effectively and efficiently.

Behavioural Indicators:

Provides rationale to management for budget allotments, adjusts budgets as appropriate or directed. Applies financial planning strategies to develop budgets. Re-allocates resources and resets priorities in response to unexpected events and/or demands.

Planning and Organising

Level 5

Competency Definition:

Ability to organise, prioritise and, where applicable, delegate work activities to efficiently accomplish tasks and meet objectives

Behavioural Indicators:

Identifies and acts on opportunities to partner with other units in the department to achieve desired results. Develops partnership agreements that ensure win-win outcomes for all parties. Develops integrated plans for the work unit and others that interfaces with the function’s budget.

Planning, Management and Measurement

Level 5

Competency Definition:

Plans, Manages and Measures

Behavioural Indicators:

Long-term strategic planning. Sets SARS strategic intent, organisational goals, and translates these into strategic programmes and projects; Creates frameworks conducive to execution and measurement of deliverables in relation to strategy. Demonstrates the ability to set measures for productivity. Measurement includes reference to operational excellence using international benchmarks and measurement relating to collaboration across the business.

Problem Analysis and Judgement

Level 5

Competency Definition:

Identifies problems, analyses the problem in a logical way, defining the root cause and formulating the correct solution or line of action.

Behavioural Indicators:

Ability to anticipate problems of a strategic nature (multiple systems) and its impact at multiple internal and external systems. Assesses various solutions, choosing solutions that solves the problem, ensuring decisive implementation.

Strategic Planning

Level 5

Competency Definition:

Formulates objectives and priorities, and implements plans consistent with the long-term interests of the organisation

Behavioural Indicators:

Develops long-term (3 to 5 year) strategy that aligns with organisational vision. Leverages knowledge of the organisational strengths and weaknesses to make excellent strategic decisions. In-depth analysis of the market and competition helps provide consistent alignment to national and international trends.

Tax Knowledge

Level 3

Competency Definition:

Depth of understanding on tax related issues and the ability to mentor and coach others on technical matters with the purpose of ensuring that SARS is interpreting and applying the legislative framework effectively and accurately.

Behavioural Indicators:

Broad working knowledge of all forms of tax (integrated) as applied to all transactions of the business. Interpretation and application of tax laws in area of expertise. Can resolve moderately complex queries, where legal interpretation is required. Can refer to past experience, on how matters have been resolved in the past, to provide advice on a course of action. Can explain how different tax types work to the relevant audiences. Able to interpret and apply tax laws in own area of expertise. Can resolve complex queries with the assistance of legal support.

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Manager Operations

JOB PROFILE

Manager: Operations

Reference #: RP-2026-02

Purpose

To manage the complaint handling and resolution processes within the Operations Unit, ensuring the consistent and correct application of relevant legislation, overseeing practice integration and the effective implementation of the Operational Unit objectives

Job Details

Job ID:

21006458

Theme of Work:

Tactical Implementation – L3

Job Family:

Customer Service

Minimum Experience:

8 – 10 years’ experience in a similar environment, of which 3 – 4 years at a junior management level

Alternative Minimum Experience:

15 years related experience, of which 3 – 4 years at a junior management level

Minimum Qualification:

Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)

Alternative Qualification:

Senior Certificate (NQF 4)

Minimum Functional Requirements:

Postgraduate qualification in Commerce, Tax or Law will be an added advantage.

Strong leadership, communication, problem solving, analytical skills.

Experience in complaints handling or dispute resolution process.

Knowledge of regulatory environment or public sector environment.

Leadership Level:

Middle Management (MM)

Additional Technical Competencies:

GOC Confidential – (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information.

Outputs

Process

Act as the bottom-line drivers of tactical implementation within the context of business unit excellence and performance improvement. (I)
Direct, control, coordinate and optimise budgeted resources to meet specific objectives and deliver agreed results and productivity requirements. (I)
Ensure the development and implementation of a practice in alignment with operational policy and procedural frameworks. (I)
Implement tactical strategy and delivery plans through the development of operational activities, ensuring the achievement of operational targets. (I)
Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical implementation. (I)
Proactively identify interconnected problems, determine its impact and use to develop best fit alternatives; implementing best practice solutions. (I)
Provide periodic reports on performance against plan & progress on short-term initiatives & use to realign tactical plan and objectives appropriately. (I)
Recommend changes to optimise processes, systems, policies and procedures, and execute the implementation of change and innovation initiated by the organisation. (I)
Timeously communicate top-down policy modification, objective achievement progress and critical success factors to impacted stakeholders. (I)
Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately. (I)
Ensuring that taxpayer complaints are addressed in a timely, fair and efficient manner, including coordinating the entire complaints process, from receipt and assessment to resolution and feedback.
Maintain the integrity of the complaints resolution process and building trust with taxpayers.
Improve and streamline the workflow process including enhancing overall service delivery to taxpayers.
Tracking the progress of complaints, analysing trends, and preparing reports for the Senior Manager, including maintaining data on complaint resolution times, common issues and recommendations for improving the complaints-handling process.
Handling complex and sensitive complaints that have been escalated by team members, including thoroughly analysing the complaints, identifying key issues and determining the best course of action.
Client

Build strong relationships and implement service level agreements that promote SARS with internal and external stakeholders. (I)
Develop and ensure implementation of practices which builds service delivery excellence and encourages others to provide exceptional client service. (I)
Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunity for feedback and exceptional service.(I)
Finance

Draw up a budget aligned to tactical delivery plans, monitor planned vs. actual, minimise expenditure and report on cost efficiency. (I)
Implement and monitor financial control, management of costs and corporate governance in area of accountability. (I)
Governance

Implement governance, risk and compliance policy in own practice area to identify and manage governance and risk exposure liability. (I)
Manage and or advise on the translation and application of policy in a specific functional area. (I)
People

Develop and implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised area. (I)
Plan and implement enhanced organisational efficiency by identifying and addressing development requirements and providing tools for people resources. (I)
Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems and achieve objectives. (I)
Ensuring that the team follows best practices for resolving taxpayer complaints and adheres to the South African tax laws, established guidelines and organisational practices
Behavioural Competencies

Accountability (V)

Level 3

Competency Definition:

The acknowledgement and assumption of responsibility for actions, products, decisions, and policies within the scope of the role or employment position.

Behavioural Indicators:

Have a responsibility to speak out when you are aggrieved, using the relevant remedial processes. Build a sense of personal and social obligation to contribute meaningfully to your work, the work of SARS and the society at large. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Work to build commitment and engagement to improve team behaviour. Ensures that all stakeholders are trained to understand and practice the organisations Code of Ethics and holds self and others accountable, by arranging for training and dissemination of information. Develops and implements internal controls to manage potential barriers to implementation of organisational goals and objectives. Provides support to others in accomplishing their work. Be committed to owning up to the decisions that you make and are willing to live by them. Report and act against those people who refuse to be accountable for neglect and deliberate wrongdoing. Inspire a team spirit to enhance SARS culture. Take personal ownership of the things that are within your control.

Customer Service

Level 3

Competency Definition:

Focuses ones efforts on discovering and meeting the customers or clients’ needs

Behavioural Indicators:

Identifies broader needs and concerns of customers and provides services and support to address their needs. Looks for ways to go a step beyond meeting the customer’s needs and offers additional help or a customised solution. Anticipates customers’ needs before they are expressed and proactively addresses them.

Fairness and Transparency (V)

Level 3

Competency Definition:

Build diverse and inclusive workplaces where decisions, practices, processes and transactions are transparent and fair.

Behavioural Indicators:

Build a sense of personal and social obligation to contribute meaningfully to your work, the work of SARS and the society at large. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Uses work time for organisational matters and not for personal matters. Ensures that all stakeholders are trained to understand and practice the organizations Code of Ethics and holds self and others accountable, by arranging for training and dissemination of information. Evaluate each situation fairly by considering all the facts relevant to the issue presented. Review practices to ensure fairness and transparency. Reward and acknowledge people for their contribution, based on merit. Be impartial in enhancing tax and customs compliance. Be transparent, just and fair in your dealings with all stakeholders. Be a role model in leaving the SARS values to colleagues and partners.

Honesty and Integrity (V)

Level 3

Competency Definition:

The quality of being upright, truthful, sincere and freedom from deceit or fraud (H). Guided by values, ability to demonstrate moral judgement and doing the right thing consistently (I).

Behavioural Indicators:

Promotes transparent and accountable administration. Do the right thing all the time even if no one is watching. Provide an accurate account of your actions whenever required to do so. Promotes the values and beliefs of the organisation internally and externally. Develops and applies self-corrective measures. Makes proposals and recommendations in a way that wins the trust and support of others. Presents ideas and beliefs in a manner that is consistent with the rules and regulations of the organisation or department. Acts decisively against corrupt and dishonest conduct. Cooperates with others and works as a team and not for personal benefit.

Respect (V)

Level 3

Competency Definition:

Ability to be considerate for self and others.

Behavioural Indicators:

Acknowledges and respects the broad range of social or cultural customs and beliefs. Constructively criticizes people with due considering of their feelings or motivation. Do not wild power and control in situations where this is not appropriate. Be honest, respectful, and sensitive to their needs. Understand other people and their behaviours to enable effective working relationships. Treat others in a similar manner as you would want to be treated. Deliver on your promises and make effort to deliver on set expectations. Drive the awareness of diversity at teams and individual level. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Treats all colleagues with equal respect. Uses work time for organisational matters and not for personal matters. Ensures that all stakeholders are trained to understand and practice the organisations Code of Ethics and holds self and others accountable, by arranging for training and dissemination of information.

Trust (V)

Level 3

Competency Definition:

Firm belief in the reliability, truth or ability of someone or something.

Behavioural Indicators:

Honours confidentiality of sensitive information especially in discussions with clients, documents and confidential matters. Seeks and accepts personal responsibility and accountability for all actions.

Leadership Competencies

Concern for Impact of own behaviour on others

Level 3

Competency Definition:

The ability to influence a wide range of diverse individuals and groups positively.

Behavioural Indicators:

Influences others through building and sustaining relationships: Gains respect of peers and customers. Supports, mentor and coach team members. Engages in creative problem solving. Empowers others to meet strategic objectives, thus benefit the organisation as a whole.

Develops teams and nurtures interdependency

Level 3

Competency Definition:

Leverage collaborative relationships. The ability to apply the right technology to the right process at the right time with the right people.

Behavioural Indicators:

Identifies and capitalizes on new partnership opportunities. Seeks and influences new relationships outside own unit and identifies new collaborative partnerships. Identifies and creates opportunities to partner through networking and participating in cross-functional, multi-stakeholder groups. Establishes connections that help facilitate the accomplishment of broader organisational objectives. Coaches others on how to develop proposals and work plans for effective partnership arrangements. Shares information with colleagues and partners about industry trends and business opportunities.

Inspires others to Positive Action

Level 3

Competency Definition:

Behavioural Indicators:

Fosters group cohesion, shared purpose and engagement. Involves others in planning for and implementing change, and in so doing, gains their buy-in; helps others deal with their resistance to change. Rewards the contribution of group members; profiles individual and group accomplishments and talents across different functions, as appropriate. Creates an engaged work climate where staff understand the goals and objectives of the group or of the project or of the change. Communicates to colleagues, staff and/or clients why change is needed, the benefits of change, what is at stake, and how the change will positively impact employees and the organisation.

Nurtures Future Talent

Level 3

Competency Definition:

Develops the technical skills and leadership abilities of SARS personnel to create sustainable delivery capability. The drive to further the development and learning of others.

Behavioural Indicators:

Gives directions or demonstrations with reasons or rationale for a training strategy. Gives practical support or assistance to make the job easier for the other individuals (e.g., volunteers, additional resources, tools, information, and expert advice). Asks questions, gives tests, or uses other methods to verify that others have understood explanations or directions. Mentors and coaches teams to improve performance.

Stewardship and Service Orientation

Level 3

Competency Definition:

Behavioural Indicators:

At an individual level, stewardship focuses on promoting the well-being of each person within an organisation. Solicits and listens to the views and opinions of others, empowers, and develops teams therefore promoting a culture of continuous learning. Continuously improvs work processes for better service delivery.

Strong Results Orientation

Level 3

Competency Definition:

Behavioural Indicators:

Exceeds current expectations and pushes for improved results in own performance. Takes on new roles and responsibilities when faced with unexpected changes. Seeks and promotes the thinking out of the box approach to challenges.

Values and Manages Diversity

Level 3

Competency Definition:

Behavioural Indicators:

Establishes relationships based on honesty and fairness. Encourages new ideas and co-creation.

Ability to translate strategy into execution

Level 3

Competency Definition:

Execution leadership means having a strategic mind-set and the leadership skills to perform a function, implement a process or execute a project.

Behavioural Indicators:

Understand and translates business unit strategic objectives to teams in support and alignment to the organisations strategic objectives. Put specific actions, timelines and operational delivery plans that supports the organisations strategic objectives.

Technical Competencies

Business Acumen

Level 3

Competency Definition:

Understands main business drivers in order to impact on decision making and get things done

Behavioural Indicators:

Has a clear understanding of the business implications of each decision made. Shows the ability to focus on the bottom line. Understands the market and is aware of competitors’ activities. Usually aligns actions with the organisation’s strategic goals. Usually applies a cost-benefit approach to work.

Change Management

Level 3

Competency Definition:

Transforming individuals, teams and organisations to a desired new state

Behavioural Indicators:

Participates in change programs by planning implementation activities with other change stakeholders. Interprets the meaning of new strategic directions for the work group and sets objectives and standards. Implements monitoring and feedback systems. Evaluates progress and finds ways of making continuous improvements. Implements change management policy and procedure. Carries out operational activities related to the change management activities chosen by management.

Customer Relationship Management

Level 3

Competency Definition:

Able to demonstrate concern for customer expectations and needs

Behavioural Indicators:

Conveys realistic expectations to internal and external customers. Gives high priority to addressing customer complaints. Effectively manages customer expectations, e.g. reshapes incorrect or inappropriate assumptions, establishes realistic timeframes, pushes back as necessary. Uses information about customer needs as the basis of problem solving, decision making and organisational action.

Customs Knowledge

Level 3

Competency Definition:

Activities, tasks and practices associated with obtaining and using high level of knowledge in business areas, functions and services

Behavioural Indicators:

Can generally engage with senior managers of the Customs function. Can debate with senior managers, where applicable. Demonstrates a good end-to-end understanding of the systems processing for the business area and relationships. Can readily propose functional and process design at an architecture level to business issues.

Decisiveness

Level 3

Competency Definition:

The confidence and ability to take timely and appropriate decisions

Behavioural Indicators:

Considers the impact of own decisions on the business as a whole. Knows when they have enough information to make a decision – and makes it. Considers the consequences of a decision and assesses the options before reaching a conclusion.

Dispute Resolution

Level 3

Competency Definition:

Demonstrates skills and abilities needed to effectively develop and present SARS interests in matters of dispute

Behavioural Indicators:

Develops advanced legal positions in moderately complex legal matters in the face of sophisticated opposition or inquiry. Tailors presentation of legal position to address potential questions in moderately complex legal matters. Participates in alternative dispute resolutions, develops creative solutions, and drafts settlement agreements in moderately complex legal matters. Negotiates enforceable agreements in moderately complex legal matters. Anticipates legal issues with significant ramification and counsels accordingly. Drafts and reviews moderately complex documents and determines the legality of client policies and procedures. Drafts informational letters, advisory letters and advisory opinions on moderately complex legal issues.

Effective Business Communication

Level 3

Competency Definition:

Behavioural Indicators:

Communicates high-risk sensitive matters to all relevant stakeholders. Develops well-defined communication strategy. Steers negotiations around complex issues and arrives at a win-win situation. Markets and promotes the organisation to external stakeholders. Communicates with external clients and service providers without compromising the integrity of the organisation. Balances political views with organisational needs when communicating differing viewpoints on complex issues.

Functional Policies and Procedures

Level 3

Competency Definition:

The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.

Behavioural Indicators:

Has detailed understanding of relevant policies and procedures and interprets these according to operational circumstances to ensure compliance. Understands the business context sufficiently to recommend improvements and modifications to existing policy .

Managerial Budgeting

Level 3

Competency Definition:

Behavioural Indicators:

Develops a revenue and cost budget for a medium to large business unit probably to be presented to a EXCO. Monitors the ongoing management of this budget.

Planning and Organising

Level 3

Competency Definition:

Ability to organise, prioritise and, where applicable, delegate work activities to efficiently accomplish tasks and meet objectives

Behavioural Indicators:

Is relied on to help others plan and organise their workload. Uses effective time management processes to deal with high workloads and tight deadlines. Organises, prioritises and schedules tasks so they can be performed within budget and with the efficient use of time and resources. Achieves goals in a timely manner, despite obstacles encountered, by organising, reprioritising and replanning.

Planning, Management and Measurement

Level 3

Competency Definition:

Plans, Manages and Measures

Behavioural Indicators:

Quarterly to annual planning of an entire / part of process / business unit within SARS. Implements strategic deliverables, translates into plans, acquires resources, monitors process outputs and project execution. Sets quality standards and measurements.

Problem Analysis and Judgement

Level 3

Competency Definition:

Identifies problems, analyses the problem in a logical way, defining the root cause and formulating the correct solution or line of action.

Behavioural Indicators:

Ability to anticipate problems within one system of the entity, gather relevant information from multiple sources (also external). Involves key role players. Reduces data to logical conclusions, formulates solutions at a systemic level, manages trade-offs and conflicting agendas to reach solutions, ensuring decisive implementation.

Query Resolution

Level 3

Competency Definition:

The ability to handles queries be effectively and formulate appropriate responses.

Behavioural Indicators:

Format is adapted to meet the needs of the recipient and checks are made to ensure that the information or message has been received accurately. Able to formulate detailed questions relevant to clarifying a complex problem, topic or issue. Refers decisions requiring an application of the rule of exception to the appropriate specialist or manager to address. Reviews existing procedures for relevance to support decisions.

Tax Knowledge

Level 3

Competency Definition:

Behavioural Indicators:

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Communications and Marketing Officer

JOB PROFILE

Communications and Marketing Officer

Reference #: RP-2026-05

Purpose

To provide support to the Communications Unit through the coordination and implementation of communication and marketing initiatives aimed at enhancing the OTO brand, reputation, and stakeholder engagement.

Job Details

Job ID:

21006751

Theme of Work:

Operational Coordination Specialisation – L2(S)

Job Family:

Marketing, Communications & Media

Minimum Experience:

3 – 4 years’ experience in a similar environment, of which 1 – 2 years at a knowledge worker level

Alternative Minimum Experience:

6 years related experience, of which 1 – 2 years at a knowledge worker level

Minimum Qualification:

Relevant National Diploma / Advanced Certificate (NQF 6)

Alternative Qualification:

Senior Certificate (NQF 4)

Reward Level:

Industry Related Qualifications and Experience:

3 – 5 years of practical experience in Corporate Communications, Public Relations, Marketing, Strategic Brand Communication, Media or Stakeholder Engagement

Additional Technical Competencies:

Outputs

Process

Support leadership with internal messaging, newsletters, announcements, and staff engagement campaigns.
Draft internal communication initiatives to ensure staff are informed, aligned and engaged with OTO developments, policies and culture.
Track the effectiveness of communication and marketing initiatives using qualitative and quantitative metrics and adjust initiatives to improve reach, engagement and impact.
Coordinate the marketing and outreach activities to raise awareness on OTO services, events and campaigns, including planning, promotion and post-event reporting.
Compile reports and insights to inform leadership and guide future initiatives.
Ensure all communication materials reflect the organization’s tone, values and strategic priorities.
Create and design compelling content for various platforms including print, digital, and broadcast media and promote the OTO’s online presence, through website updates and social media engagement.
Plan and execute targeted marketing campaigns to raise awareness of the OTO’s services, events and strategic initiatives and ensure campaigns are aligned with brand identity and reach intended audiences effectively.
Monitor public sentiment and respond to reputational risks with appropriate communication interventions.
Participate in the promotion of the OTO’s image through consistent messaging, media relations and proactive reputation management.
Provide administrative support and inputs with media engagement activities, such as press releases and preparations for media interviews.
Assist with drafting, designing and sharing internal messages, newsletters, publications announcements and staff engagement materials.
Contribute to drafting clear, accurate and engaging content for print, digital and broadcast platforms for internal and external audience, in line with predefined guidelines, ensuring consistency with the organisations tone and values.
Coordinate and implement integrated communication initiatives that support the OTO mandate, objectives and stakeholder engagement goals.
Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks. (I)
Communication of situational interpretation and judgement of work outputs and queries in area of specialisation. (I)
Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs. (I)
Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation. (I)
Accumulate information and provide reports with recommendations applicable to area of specialisation. (I)
Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation. (I)
Execute process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change. (I)
Use practical and applied knowledge and situational judgement to arrive at decisions. (I)
Client

Build and maintain relationships with key stakeholders including media, government entities and the public.
Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. (I)
Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations. (I)
Finance

Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs. (I)
Governance

Comply to set governance and compliance procedures and processes related to an area of specialisation and continuously identify and escalate risks. (I)
People

Develop and maintain productive working relationships with peers and team members to achieve predefined objectives. (I)
Behavioural Competencies

Accountability (V)

Level 2

Competency Definition:

The acknowledgement and assumption of responsibility for actions, products, decisions, and policies within the scope of the role or employment position.

Behavioural Indicators:

Be pro-active and part of the solution. Take personal ownership of the things that are within your control. Be consistent in doing the right thing in all aspects of your job. Build a sense of personal and social obligation to contribute meaningfully to your work, the work of SARS and the society at large. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Challenges individuals openly and constructively about compliance and performance problems, adopting a firm but fair stance. Outlines goals and assesses workgroup progress towards goal achievement. Takes appropriate measures to address performance shortcomings. Be responsible for producing quality work within the expected timelines and or standards.

Analytical Thinking

Level 2

Competency Definition:

Understands a situation, issue, and or problem by breaking it into smaller pieces, or tracing the implications of a situation in a step-by-step way

Behavioural Indicators:

Identifies the cause and effect relationship between two aspects of a situation. Separates situations into two parts: pros and cons. Sorts out a list of tasks in order of importance.

Attention to Detail

Level 2

Competency Definition:

The ability to take all relevant details into account to ensure that a task is completed to required standards.

Behavioural Indicators:

Anticipates future details that may have to be taken into account to complete tasks and meet standards and takes steps to ensure that these are dealt with.

Commitment to Continuous Learning

Level 2

Competency Definition:

Commitment to continuous learning is the commitment to think about current and future development needs

Behavioural Indicators:

Seeks out new approaches, tools, methods and/or technologies in own field of expertise by reading, talking to others inside and outside the organisation, attending industry seminars or conferences. Keeps up to date with the new trends in field of expertise.

Communicating with Impact

Level 2

Competency Definition:

Communicates effectively in both the written and verbal format. Delivers clear, succinct messages and ensures understanding of others message

Behavioural Indicators:

Communication is subject to a known context and content area of minimal technical complexity; consistently delivering verbal and written messages using connected discourse of paragraph length and maintaining proper semantic and syntactic sentence structure. Verbal and written discourse is consistently sufficiently accurate, clear and precise. Attentive to receiver’s verbal and non-verbal cues; adapts content, style, tone and medium of communication to suit the target audience’s language and level of understanding. Uses varying communication mediums, and expands and organises content as necessary, with some use of non-verbal communication cues to achieve optimal communication results; the scope of communication includes, but is not limited to, verbal communication.

Conceptual Ability

Level 2

Competency Definition:

The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.

Behavioural Indicators:

When looking at information, sees patterns, trends, or missing pieces. Notices when a current situation is similar or dissimilar to a past situation, and identifies the similarities and/or differences.

Creativity

Level 2

Competency Definition:

Degree, to which one analyses problems, makes decisions and thinks innovatively.

Behavioural Indicators:

Thinks through multiple causal links before deciding on a course of action. Successfully uses good judgment and modifies conventional approaches to improve results (e.g. different ways to deal with problems or opportunities).

Expertise in Context

Level 2

Competency Definition:

Degree to which one possesses definitive technical and or fundamental understanding of the business

Behavioural Indicators:

Proficiently uses technical knowledge and terminology. Accurately answers complex, technical questions from internal customers or others.

Fairness and Transparency (V)

Level 2

Competency Definition:

Build diverse and inclusive workplaces where decisions, practices, processes and transactions are transparent and fair.

Behavioural Indicators:

Honesty and Integrity (V)

Level 2

Competency Definition:

The quality of being upright, truthful, sincere and freedom from deceit or fraud (H). Guided by values, ability to demonstrate moral judgement and doing the right thing consistently (I).

Behavioural Indicators:

Admits own mistakes and weaknesses and seeks help from others were unable to deliver. Conducts self in accordance with organisational values. Deals promptly, and in the interest of the organisation, in situations where conflict of interest arises. Establishes trust and shows confidence in others. Honours the confidentiality of matters and ds not use it for personal gain or the gain of others. Reports fraud, corruption, nepotism and maladministration. Are unwilling to consider change to practices and approaches unless supported by authorised frameworks, rules and regulations. Appropriately challenge assumptions and unhelpful behaviour.

Organisational Awareness

Level 2

Competency Definition:

Knowledge of own organisations, policies, procedures, services, products and business operating model.

Behavioural Indicators:

Understands organisational culture and practices. Decisions reflect organisational awareness. Makes good use of both formal and informal channels to achieve results. Builds the necessary alliances across the organisation.

Problem Solving and Analysis

Level 2

Competency Definition:

Must be able to systematically identify, analyse and resolve existing and anticipated problems in order to reach optimum solutions in a timely manner

Behavioural Indicators:

Ensures that decisions are made based on policies, rules, and organisational directives in order to solve problems in the best interests of all stakeholders. Demonstrates an ability to quickly assess a situation and determines best operational strategy for resolution.

Respect (V)

Level 2

Competency Definition:

Ability to be considerate for self and others.

Behavioural Indicators:

Does not intimidate others in an aggressive or overpowering way. Listen to others and you show that you value and respect their input. Manage your reactions to situations professionally and calmly. Know & understands the dress code, act in appropriate manner as outlined in the code of conduct. Know and understand how your behaviour can be interpreted and consider the impact you have on others. Refrain from using inappropriate language. Have a responsibility to speak out when you are aggrieved, using the relevant remedial processes. Build a sense of personal and social obligation to contribute meaningfully to your work, the work of SARS and the society at large. Uses work time for organisational matters and not for personal matters.

Stakeholder Engagement and Management

Level 2

Competency Definition:

Recognises the importance of relationships as a fundamental business resource and makes attempts to build and maintain solid working relationships with others

Behavioural Indicators:

Implements programmes designed to strengthen relationships with specific stakeholders. Creates and nurtures important work contacts. Shares relevant information to create common ground. Seeks to understand requirements, gathering extra information when needs are not clear. Understands the differing needs of stakeholders and adapts own service accordingly.

Trust (V)

Level 2

Competency Definition:

Firm belief in the reliability, truth or ability of someone or something.

Behavioural Indicators:

Practices transparency and openness to one’s ideas and feelings. bides by social, moral, professional and organisational ethics and the SARS’s values and principles.

Technical Competencies

Awareness Campaign Management

Level 2

Competency Definition:

The ability to create and implement awareness programmes to educate others on services or products

Behavioural Indicators:

Determines if the awareness programme could be integrated with existing education and training initiatives or whether there should be special interventions to support the learning outcomes. Identifies learning materials or programmes available to transfer the learning experience through digital and non-digital media. Defines follow up interventions to support the awareness programme outcomes. Demonstrates proficiency in adult education and learning principles and methodologies. Demonstrates proficiency in implementing a targeted awareness campaign.

Business Knowledge

Level 2

Competency Definition:

Activities, tasks and practices associated with obtaining and using high level of knowledge in business areas, functions and products.

Behavioural Indicators:

Experience in liaising with peers in the business. Is respected and consulted by business area peers. Can propose business or system solutions to business issues.

Business Writing Skills

Level 2

Competency Definition:

The capacity to communicate ideas, facts and quantitative data in writing using appropriate grammar, syntax, sentence and document structure in the business environment

Behavioural Indicators:

Accurately quotes, paraphrases and summarises resources when conveying information in writing. Produces written documents and/or reports that are grammatically sound, using appropriate verbiage, syntax, and sentence structure. Takes time to plan and organise content of written composition to ensure informational flow. Creates written documents with logical and/or verbal transitions between major points. Provides supporting evidence for the basis of recommendations conveyed in composed documents and letters.

Corporate Communications Strategy

Level 1

Competency Definition:

The ability to plan, implement, manage and review corporate communications to support organisational strategy in terms of vision, values and brand awareness

Behavioural Indicators:

Understands the concept of internal corporate communications and its application.

Data Collection and Analysis

Level 2

Competency Definition:

Ability to determine trends from raw data to assist decision-making in various aspects of work at SARS

Behavioural Indicators:

Defines the most appropriate means of data collection. Develops formats for data collection. Defines the most appropriate internal and external data/information sources. Identifies key facts in an array of data. Recognise when pertinent facts are incorrect, missing, or require supplementation or verification. Breaks down data into component parts to understand the nature and relationship of the parts. Demonstrates a broad knowledge of statistical data-handling techniques. Undertakes more comprehensive analysis of data/information but is not required to draw conclusions.

Efficiency improvement

Level 2

Competency Definition:

Contribution to improving the operational efficiencies within the team, incl. re-evaluation of processes, policies, procedures and provision of recommendations to enhance operational efficiency

Behavioural Indicators:

Partakes in process, policy, procedure review activities to identify and address gaps.

Functional Policies and Procedures

Level 2

Competency Definition:

The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.

Behavioural Indicators:

Is capable of measuring consistency of policy application. Knows how to conduct post-implementation analysis and recommends appropriate changes to policies and procedures.

Quality Orientation

Level 2

Competency Definition:

Promotes and maintains high standards of quality at work

Behavioural Indicators:

Meets customer needs and delivers quality. Provides a prompt, efficient and personalised service to customers. Go out of way to ensure that individual customer needs are met. Proposes alternative approaches to meeting customer needs and delivering quality results. Ensures the team understands and delivers on the agreed service and quality levels. Monitors and acts on measures of customer satisfaction and quality adherence.

Reporting

Level 2

Competency Definition:

Ability to create reports for various SARS stakeholders as relevant, in a lucid and effective manner, keeping in mind the purpose of the reports.

Behavioural Indicators:

Sourcing of data using more advance methods, producing less than obvious business data, information and statistics. The ability to identify critical reporting factors and to write, develop templates and present reports. Able to prepare both standard and non-standard assessment reports to time and quality standards. Able to collate and analyse readily available data for inclusion in a report.

Research

Level 2

Competency Definition:

Conduct research, analyse trends and produce quantitative and qualitative information to inform business decisions

Behavioural Indicators:

Conducts advanced analysis on companies and provides investment research findings to enable recommendation formulation.

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Specialist Legal Services

JOB PROFILE

Specialist: Legal Services (OTO)

Reference #: RP-2026-03

Purpose

To provide expert legal advice and support within the Legal Services Unit by ensuring the proper handling of tax complaints and disputes, accurate interpretation and application of legislation, protection of taxpayer rights, and the drafting of service level agreements, policies, and operational initiatives.

Job Details

Job ID:

21006469

Theme of Work:

Tactical Implementation Specialisation – L3(S)

Job Family:

Legal

Minimum Experience:

8 – 10 years’ experience in a similar environment, of which 3 – 4 years at a junior specialist level

Alternative Minimum Experience:

15 years related experience, of which 3 – 4 years at a junior specialist level

Minimum Qualification:

Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)

Alternative Qualification:

Senior Certificate (NQF 4)

Leadership Level:

Middle Management (MM)

Additional Technical Competencies:

Outputs

Process

Analyse and make recommendations about improvements to specialist systems, procedures, policies and practices. (I)
Contribute to the optimum utilisation of org. resources, advising on effective planning and development of area of specialisation resource plans. (I)
Develop a single practice area in alignment with operational activity and procedural frameworks and ensure tactical implementation. (I)
Draw on own technical or professional expertise, knowledge and experience to identify and recommend tactical solutions to defined problems in practices. (I)
Integrate business information, compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes. (I)
Optimise goal achievement through tactical strategy implementation and optimisation of practises, processes and systems across an internal value chain. (I)
Plan for value-added, continuous practice and system improvements to deliver on objectives to enhance tactical implementation and excellence. (I)
Proactively identify interconnected problems, determine its impact and use to develop best fit alternatives; best practice implementation solutions. (I)
Recommend changes to optimise processes, systems, practice areas and associated procedures and execute the implementation of change and innovation. (I)
Translate top-down policy, apply modification in relation to own practice area and communicate impact to relevant stakeholders. (I)
Advise on employee relations, ensuring compliance with Labour Laws, managing employment disputes, and assisting on matters relating to employee contracts, disciplinary issues and workplace issues.
Compile formal letters of demand to SARS when SARS fails to implement OTO recommendations timeously or if SARS has failed to act on the recommendations appropriately
Draft and review contracts, service level agreements, memorandum of understandings, and ensuring legal compliance in this regard.
Ensure that the legal aspects of internal policies and procedures of the OTO complies with relevant laws, including advising on risk management and mitigation.
Liaise with relevant departments/divisions to ensure that where legal risks have been identified, appropriate courses of action have been taken on on-going cases, legal agreements, risk and compliance.
Provide expert advice on the OTO Appeals Committee and ensure that OTO decisions and actions taken in this committee comply with relevant tax laws.
Provide legal opinions, memoranda, and legal briefing in relation to the resolution of taxpayer complaints.
Provide legislative inputs in areas that needs amendments
Representing OTO in disputes related to tax complaints ensuring fair and impartial resolution of complaints between taxpayers and SARS.
Client

Develop and ensure implementation of a practice that builds service delivery excellence and encourages others to provide exceptional stakeholder service. (I)
Participate in the specialist practice community and contribute positively to organisation knowledge management. (I)
Provide authoritative, specialist expertise and advice to internal and external stakeholders. (I)
Finance

Implement and monitor financial control, management of costs and corporate governance in area of specialisation. (I)
Governance

Develop and /or align governance and compliance policies for own practice area to identify and manage risk exposure liability. (I)
People

Integrate new knowledge and transfer skills attained through formal and informal learning opportunities in the execution of your job. (I)
Provide specialist know-how, support, advice and practice thought leadership in area of expertise. (I)
Behavioural Competencies

Accountability (V)

Level 3

Competency Definition:

The acknowledgement and assumption of responsibility for actions, products, decisions, and policies within the scope of the role or employment position.

Behavioural Indicators:

Analytical Thinking

Level 3

Competency Definition:

Understands a situation, issue, and or problem by breaking it into smaller pieces, or tracing the implications of a situation in a step-by-step way

Behavioural Indicators:

Makes multiple causal links. Determines several potential causes of events, several consequences of actions, or multiple-part chains of events.

Attention to Detail

Level 3

Competency Definition:

The ability to take all relevant details into account to ensure that a task is completed to required standards.

Behavioural Indicators:

Expresses concern that things are done correctly, thoroughly or precisely. Uses past experiences and common sense to arrive at a complete list of all details that will need to be considered.

Commitment to Continuous Learning

Level 3

Competency Definition:

Commitment to continuous learning is the commitment to think about current and future development needs

Behavioural Indicators:

Finds out what customers’ business issues are and assesses what training approaches, tools, methods and/or technologies will be needed to stay current in a demanding and changing business environment. Develops and maintains a cross-organisational network to keep current with customers’ business changes.

Conceptual Ability

Level 3

Competency Definition:

The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.

Behavioural Indicators:

Uses knowledge of theory or of different past trends or situations to look at current situations. Applies and modifies complex learned concepts or methods appropriately.

Expertise in Context

Level 3

Competency Definition:

Degree to which one possesses definitive technical and or fundamental understanding of the business

Behavioural Indicators:

Proactively shares expert knowledge with peers and others within the organisation.

Fairness and Transparency (V)

Level 3

Competency Definition:

Build diverse and inclusive workplaces where decisions, practices, processes and transactions are transparent and fair.

Behavioural Indicators:

Honesty and Integrity (V)

Level 3

Competency Definition:

The quality of being upright, truthful, sincere and freedom from deceit or fraud (H). Guided by values, ability to demonstrate moral judgement and doing the right thing consistently (I).

Behavioural Indicators:

Organisational Awareness

Level 3

Competency Definition:

Knowledge of own organisations, policies, procedures, services, products and business operating model.

Behavioural Indicators:

Shows a solid understanding of organisational culture and practices. Usually applies organisational awareness to the decision-making process. Typically makes good use of both formal and informal channels to achieve results. Shows the capacity to build alliances across the organisation.

Respect (V)

Level 3

Competency Definition:

Ability to be considerate for self and others.

Behavioural Indicators:

Trust (V)

Level 3

Competency Definition:

Firm belief in the reliability, truth or ability of someone or something.

Behavioural Indicators:

Technical Competencies

Business Knowledge

Level 3

Competency Definition:

Activities, tasks and practices associated with obtaining and using high level of knowledge in business areas, functions and products.

Behavioural Indicators:

Can generally engage with senior heads of relevant business area. Can debate with senior and heads of business, where applicable. Demonstrates a good end-to-end understanding of the systems processing for the business area and relationships. Can readily propose functional and process design at an architecture level to business issues.

Corporate Legal Services Management

Level 3

Competency Definition:

Applies knowledge and understanding the role and functions of corporate legal services within the context of South African legislative and industry regulatory framework

Behavioural Indicators:

Demonstrates an understanding as to how the corporate legal service standards are applied in relation to legislative and industry requirements. Applies understanding of the factors affecting and influencing the environment to support effective and efficient corporate legal services management. Collates, interprets and reports on the division’s ability to react to demands and challenges in an effective and efficient manner. Ensures the implementation of various policies and processes related to performance and information management. Ensures compliance in terms of legislative and regulatory requirements.

Data Collection and Analysis

Level 3

Competency Definition:

Ability to determine trends from raw data to assist decision-making in various aspects of work at SARS

Behavioural Indicators:

Shows skill in the use of advanced/complex analytical techniques. Using judgement, decides upon the most appropriate analytical techniques according to the situation. Recognises underlying principles, patterns, or themes in an array of related information, and determines whether additional information would be useful or necessary. Reviews outputs of analysis to identify anomalies and draws conclusions, relating these to operational circumstances, using an in-depth understanding of the business environment. Models a range of scenarios covering all potential business circumstances and highlights potential risks/opportunities.

Efficiency improvement

Level 3

Competency Definition:

Contribution to improving the operational efficiencies within the team, incl. re-evaluation of processes, policies, procedures and provision of recommendations to enhance operational efficiency

Behavioural Indicators:

Provides recommendations and implements enhancements to operational efficiency (including documentation, redesign and communication of process enhancements).

Functional Policies and Procedures

Level 3

Competency Definition:

The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.

Behavioural Indicators:

Legal Advisory and Interpretation

Level 3

Competency Definition:

Advises on the development of policies and strategies on governance through legislative analysis and interpretation.

Behavioural Indicators:

Resolves complaints, interprets and explains policies and procedures and ensures the appropriate distribution and release of confidential or sensitive legal information. Ensures that legal documents are drafted, reviewed and interpreted as per applicable laws. Has the ability to research for the correct legal actions for any legal matters, in order to safeguard the interest of the organisation

Legal Compliance

Level 3

Competency Definition:

Complies with relevant legislation, regulatory and professional standards

Behavioural Indicators:

Demonstrates insight into the regulatory parameters that apply to policy and procedure. Is aware of industry standards and professional codes that impact on policies and practices and the implications for noncompliance.

Reporting

Level 3

Competency Definition:

Ability to create reports for various SARS stakeholders as relevant, in a lucid and effective manner, keeping in mind the purpose of the reports.

Behavioural Indicators:

Integration of sourced data trends into basic position papers, proposals, or recommendations with concise and focussed communication in order to inform strategic direction. Able to design/ customise assessment reports to meet user needs. Prepares complex or tailored reports, gathers information from a variety of sources, analyses and includes in a report. Able to keep standard reports under review and propose improvements to meet user needs.

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Ops Specialist Complaints Resolution

JOB PROFILE

Ops Specialist: Complaints Resolution

Reference #: RP-2026-04

Purpose

To conduct end to end complaint resolution process effectively and efficiently within the Operations Unit, while ensuring the correct application of tax legislation.

Job Details

Job ID:

21006468

Theme of Work:

Operational Optimisation Specialisation – H2(S)

Job Family:

Customer Service

Minimum Experience:

5 – 7 years’ experience in a similar environment, of which 2 – 3 years at a technically skilled level

Alternative Minimum Experience:

10 years related experience, of which 2 – 3 years at a technically skilled level

Minimum Qualification:

Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)

Alternative Qualification:

Senior Certificate (NQF 4)

Leadership Level:

Junior Management (JM)

Additional Technical Competencies:

Outputs

Process

Execute specialist input through investigation and opportunities within the product process including risk concern.
Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities. (I)
Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks. (I)
Communication of situational interpretation and judgement of work outputs and queries in area of specialisation. (I)
Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs. (I)
Draw on own knowledge and experience to diagnose symptoms, causes and possible effects in order to solve emerging problems. (I)
Initiate process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change. (I)
Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives. (I)
Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation. (I)
Evaluate whether the taxpayer’s complaint falls within the mandate of the Tax Ombud, considering if the taxpayer has exhausted the SARS internal complaints resolution mechanisms, if there are compelling circumstances or the taxpayer provided compelling circumstance, and/or if there are limitations applicable to the matter.
Complete the compelling circumstances template for the Compelling Committee in cases where the taxpayer did not exhaust the SARS internal complaints resolution mechanism, however provided the compelling circumstances.
Review taxpayer complaints that have been deemed as compelling by the Compelling Committee or identified as systemic issues.
Terminate the review on the case for matters already resolved by SARS, matters regarded as still within the SARS prescribed time frame to resolve the matter, and/or matters wherein the taxpayer is requested to submit additional information.
Prepare recommendations to SARS on accepted cases and action on Service Manager.
Follow-up with SARS on the implementation of recommended outcomes and update the taxpayer thereof.
Review and submit the close-out report for rejected or accepted complaints for approval and issuance of the letter of finalisation.
Prepare memorandum regarding the complainant that are not in agreement with the Office of the Tax Ombud’s outcome.
Client

Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. (I)
Provide authoritative, specialist services, expertise and advice to internal and external stakeholders. (I)
Finance

Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs. (I)
Governance

Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations and discrepancies.
Implement and provide input into the development of governance, compliance, integrity and ethics processes within area of specialisation. (I)
People

Develop and maintain productive working relationships with peers and team members to achieve predefined objectives. (I)
Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job. (I)
Behavioural Competencies

Accountability (V)

Level 2

Competency Definition:

The acknowledgement and assumption of responsibility for actions, products, decisions, and policies within the scope of the role or employment position.

Behavioural Indicators:

Analytical Thinking

Level 2

Competency Definition:

Understands a situation, issue, and or problem by breaking it into smaller pieces, or tracing the implications of a situation in a step-by-step way

Behavioural Indicators:

Identifies the cause and effect relationship between two aspects of a situation. Separates situations into two parts: pros and cons. Sorts out a list of tasks in order of importance.

Attention to Detail

Level 2

Competency Definition:

The ability to take all relevant details into account to ensure that a task is completed to required standards.

Behavioural Indicators:

Anticipates future details that may have to be taken into account to complete tasks and meet standards and takes steps to ensure that these are dealt with.

Commitment to Continuous Learning

Level 2

Competency Definition:

Commitment to continuous learning is the commitment to think about current and future development needs

Behavioural Indicators:

Conceptual Ability

Level 2

Competency Definition:

The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.

Behavioural Indicators:

Customer Service

Level 2

Competency Definition:

Focuses ones efforts on discovering and meeting the customers or clients’ needs

Behavioural Indicators:

Proactively seeks information about the real, underlying needs of the customer, beyond those expressed initially.

Expertise in Context

Level 2

Competency Definition:

Degree to which one possesses definitive technical and or fundamental understanding of the business

Behavioural Indicators:

Proficiently uses technical knowledge and terminology. Accurately answers complex, technical questions from internal customers or others.

Fairness and Transparency (V)

Level 2

Competency Definition:

Build diverse and inclusive workplaces where decisions, practices, processes and transactions are transparent and fair.

Behavioural Indicators:

Honesty and Integrity (V)

Level 2

Competency Definition:

The quality of being upright, truthful, sincere and freedom from deceit or fraud (H). Guided by values, ability to demonstrate moral judgement and doing the right thing consistently (I).

Behavioural Indicators:

Organisational Awareness

Level 2

Competency Definition:

Knowledge of own organisations, policies, procedures, services, products and business operating model.

Behavioural Indicators:

Problem Solving and Analysis

Level 2

Competency Definition:

Must be able to systematically identify, analyse and resolve existing and anticipated problems in order to reach optimum solutions in a timely manner

Behavioural Indicators:

Respect (V)

Level 2

Competency Definition:

Ability to be considerate for self and others.

Behavioural Indicators:

Stakeholder Engagement and Management

Level 2

Competency Definition:

Recognises the importance of relationships as a fundamental business resource and makes attempts to build and maintain solid working relationships with others

Behavioural Indicators:

Trust (V)

Level 2

Competency Definition:

Firm belief in the reliability, truth or ability of someone or something.

Behavioural Indicators:

Practices transparency and openness to one’s ideas and feelings. bides by social, moral, professional and organisational ethics and the SARS’s values and principles.

Technical Competencies

Business Knowledge

Level 2

Competency Definition:

Activities, tasks and practices associated with obtaining and using high level of knowledge in business areas, functions and products.

Behavioural Indicators:

Experience in liaising with peers in the business. Is respected and consulted by business area peers. Can propose business or system solutions to business issues.

Conflict Resolution

Level 2

Competency Definition:

The extent to which one can avert, manage, and resolve conflicts of varying magnitudes among individuals and groups

Behavioural Indicators:

Encourages calm dialogue among others when faced with differing point of views. Considers concerns, issues and objections of others. Remains calm when faced with an escalating conflict. Listens to differing points of view and promotes mutual understanding. Takes a lead role in motivating work group members to resolve existing conflict, works to resolve personal issues and/or conflicts effectively with or without interference from others. Identifies shared areas of interest among involved parties, while maintaining objectivity in situations that involve personal conflict of interest.

Customer Relationship Management

Level 2

Competency Definition:

Able to demonstrate concern for customer expectations and needs

Behavioural Indicators:

Responds to a customer enquiry or problem in a timely and effective manner. Takes customer issues to the appropriate people within the organisation to obtain the most accurate information to meet customer needs. Coaches others to forge relationships with customers and add value. Anticipates how plans and actions of the business will affect the customer in the short term.

Data Collection and Analysis

Level 2

Competency Definition:

Ability to determine trends from raw data to assist decision-making in various aspects of work at SARS

Behavioural Indicators:

Efficiency improvement

Level 2

Competency Definition:

Contribution to improving the operational efficiencies within the team, incl. re-evaluation of processes, policies, procedures and provision of recommendations to enhance operational efficiency

Behavioural Indicators:

Partakes in process, policy, procedure review activities to identify and address gaps.

Functional Policies and Procedures

Level 2

Competency Definition:

The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.

Behavioural Indicators:

Is capable of measuring consistency of policy application. Knows how to conduct post-implementation analysis and recommends appropriate changes to policies and procedures.

Reporting

Level 2

Competency Definition:

Ability to create reports for various SARS stakeholders as relevant, in a lucid and effective manner, keeping in mind the purpose of the reports.

Behavioural Indicators:

SARS Systems Products

Level 2

Competency Definition:

The appropriate use of SARS Systems and methods to convert, store, protect, process, transmit and retrieve information

Behavioural Indicators:

Transaction management, navigate within business area – ability to troubleshoot the compatibility of SARS’s systems with other operating systems and resolve queries.

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Graduate Trainee Taxes

JOB PROFILE

Graduate Trainee: Taxes

Reference #: RP-2026-06

Purpose

To perform assigned specific functions through the validation of information received and implementation of relevant interventions to enable the effective delivery in allocated areas of work, under supervision and guidance, while developing professional skills, knowledge and experience.

Job Details

Job ID:

21004702

Theme of Work:

Operational Delivery: Skilled Team Member – H1

Job Family:

Trainee

Minimum Experience:

1 year experience in a similar environment

Minimum Qualification:

Relevant Bachelor’s Degree / Advanced Diploma (NQF 7)

Additional Technical Competencies:

Outputs

Process

Assist in performing operational functions in area of responsibility and updating information on systems where necessary.
Communication of transactional outputs and queries in area of work according to policies and quality requirements. (I)
Contribute to the development and improvement of area specific standards, procedures and processes to ensure continued quality and service improvement. (I)
Contribute to the successful implementation of change initiatives by providing support in area of work. (I)
Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners. (I)
Draw on own knowledge and experience to identify and develop solutions that leads to improved service delivery and quality. (I)
Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work. (I)
Follow and adhere to individual learner activity manual for the division or business unit.
Report on transactional and process activities within set guidelines to provide timely information for decision making. (I)
Take accountability for delivery of contracted work outputs within agreed parameters, quality standards and targets.
Client

Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. (I)
Ensure client satisfaction by delivering a service that is consistent, seamless and error free. (I)
Finance

Adhere to specified polices, standards and procedures to prevent wastage on resources and report violations. (I)
Governance

Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks. (I)
Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations and discrepancies.
People

Drive own performance in order to achieve work outputs in line with required response time, quality and service delivery standards. (I)
Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job. (I)
Behavioural Competencies

Accountability (V)

Level 1

Competency Definition:

The acknowledgement and assumption of responsibility for actions, products, decisions, and policies within the scope of the role or employment position.

Behavioural Indicators:

Admits to errors and takes corrective action to avoid repetition together with the advice and support from others. Approaches own work with dedication and sense of responsibility. Take responsibility for your actions and decisions and are prepared to live with the consequences. Execute your responsibilities and instructions as expected in line with applicable laws, policies, rules and processes. Agree to what should be done and you do it. Be responsible for the specific duties that go along with your job as agreed to in your performance contract. Admits own mistakes and weaknesses and seeks help from others when unable to deliver.

Analytical Thinking

Level 1

Competency Definition:

Understands a situation, issue, and or problem by breaking it into smaller pieces, or tracing the implications of a situation in a step-by-step way

Behavioural Indicators:

Breaks problems into simple lists of tasks or activities without assigning values. Makes a list of items with no particular order or set of priorities.

Attention to Detail

Level 1

Competency Definition:

The ability to take all relevant details into account to ensure that a task is completed to required standards.

Behavioural Indicators:

Clarifies details of tasks required. Follows established procedures. Is personally well organised, checks work is in line with relevant systems, procedures, agreements, etc.

Commitment to Continuous Learning

Level 1

Competency Definition:

Commitment to continuous learning is the commitment to think about current and future development needs

Behavioural Indicators:

Has an interest in own field of expertise. Reads information given directly to him or her. Talks to others directly involved about new approaches, tools, methods and/or technologies. Wants to know more about how things are done.

Conceptual Ability

Level 1

Competency Definition:

The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.

Behavioural Indicators:

Applies simple rules, common sense, and past experiences to identify problems. Recognises when a current situation is exactly the same as a past situation.

Drive for Results

Level 1

Competency Definition:

A concern for working well or for exceeding a standard of excellence

Behavioural Indicators:

Keeps track of and measures outcomes against a standard of excellence not imposed by others.

Expertise in Context

Level 1

Competency Definition:

Degree to which one possesses definitive technical and or fundamental understanding of the business

Behavioural Indicators:

Is able to accurately answer common questions about technical products and services as taught in training.

Fairness and Transparency (V)

Level 1

Competency Definition:

Build diverse and inclusive workplaces where decisions, practices, processes and transactions are transparent and fair.

Behavioural Indicators:

Consistently act swiftly against unethical conduct. Utilise the resources at your disposal fairly. Be considerate towards employee circumstances in work allocation. Treat everyone equally irrespective of race, gender or religion. Have a responsibility to speak out when you are aggrieved, using the relevant remedial processes. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Consistently apply all that transactional procedures in a fair and transparent manner. Treat all people fairly and consistently. Be consistent in your application of laws, policies, rules and processes. Be just in your dealings with the public, taxpayers, traders and fellow colleagues. Consider all available information before making decision. Refrain from passing snap judgments and making assumptions.

Honesty and Integrity (V)

Level 1

Competency Definition:

The quality of being upright, truthful, sincere and freedom from deceit or fraud (H). Guided by values, ability to demonstrate moral judgement and doing the right thing consistently (I).

Behavioural Indicators:

Follows the rules and regulations of the organisation. Treats everyone with respect and dignity. Treats all people fairly and consistently. Realises the implications of not speaking and acting with integrity, but needs guidance in implementing these principles. Refuse favours that come your way. Are honest in what you do. Are trustworthy and reliable.

Organisational Awareness

Level 1

Competency Definition:

Knowledge of own organisations, policies, procedures, services, products and business operating model.

Behavioural Indicators:

Is curious and finds out what is happening across all parts of the organisation. Makes time to understand the organisational culture and dynamics. Demonstrates an understanding of the business, including the financial side.

Respect (V)

Level 1

Competency Definition:

Ability to be considerate for self and others.

Behavioural Indicators:

Are respectful and considerate. Respects confidentiality. Treat people with dignity and sensitivity. Listen or understand the needs and interests of others. Shows no bias and prejudice when dealing with people. Understands the dress code emphasis, act in appropriate manner as outlined in the code of conduct. Refrain from using inappropriate language. Have a responsibility to speak out when you are aggrieved, using the relevant remedial processes. Admits own mistakes and weaknesses and seeks help from others when unable to deliver. Treats all colleagues with equal respect. Uses work time for organisational matters and not for personal matters.

Trust (V)

Level 1

Competency Definition:

Firm belief in the reliability, truth or ability of someone or something.

Behavioural Indicators:

Fully accepts and recognises one’s own true capacity and limitations. Translates commitments into actions.

Technical Competencies

Active Listening

Level 1

Competency Definition:

Actively listens and responds to individuals in diverse situations

Behavioural Indicators:

Concentrates on caller. Listens without interrupting

Business Administration Skills

Level 1

Competency Definition:

The ability to execute a variety of functions within a business office administrative environment

Behavioural Indicators:

Knowledge of appropriate business practices and procedures. Ability to convey information verbally to individuals or groups to ensure that they understand the message. Ability to develop and deliver written information to individuals or groups to ensure that they understand the message.

Business Knowledge

Level 1

Competency Definition:

Activities, tasks and practices associated with obtaining and using high level of knowledge in business areas, functions and products.

Behavioural Indicators:

Identifies applications and or enabling components that support the business. Aware of how the function and or product fits in with the organisational strategy.

Data Collection and Analysis

Level 1

Competency Definition:

Ability to determine trends from raw data to assist decision-making in various aspects of work at SARS

Behavioural Indicators:

Understands where to locate internal data/information. Is able to collect and collate simple or readily available internal data. Can perform routine analyses according to protocols developed by others. Basic knowledge in statistical theories and methods. Distinguishes information that is not pertinent to a decision or solution.

Efficiency improvement

Level 1

Competency Definition:

Contribution to improving the operational efficiencies within the team, incl. re-evaluation of processes, policies, procedures and provision of recommendations to enhance operational efficiency

Behavioural Indicators:

Able to participate in improving the operational efficiencies within the team. Applies basic process improvement activities.

Functional Policies and Procedures

Level 1

Competency Definition:

The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within SARS.

Behavioural Indicators:

Is capable of implementing procedures, highlighting issues as appropriate. Knows where to get the information required.

Implementation and Follow Through

Level 1

Competency Definition:

Ability to pursue goals and objectives in a disciplined, focussed and persistent way delivering on position and project outputs within agreed budgets and time frames

Behavioural Indicators:

The demonstrated ability to progress position outputs and tasks in a disciplined, focused and goal-directed way. Achieves defined deliverables within agreed time frames.

Planning Skills

Level 1

Competency Definition:

Establishes a clear course of action, involving others as appropriate, manages activities and monitors results to accomplish a specific goal

Behavioural Indicators:

Plans own work schedule in accordance with pre-determined priorities on what will be done and manages own time accordingly. Assesses what is needed (resources, etc) to get the job done. Assesses potential obstacles and plans for contingencies. Keeps end in sight and deduces appropriate sequence or organisation of material.

Reporting

Level 1

Competency Definition:

Ability to create reports for various SARS stakeholders as relevant, in a lucid and effective manner, keeping in mind the purpose of the reports.

Behavioural Indicators:

Sources and provides relevant and essential content or information at an elementary level, such as from internal operational systems, newspapers or the internet. Prepares standard assessment reports on relevant subjects with guidance. Able to collate and conduct simple analyses of data for inclusion in a report.

Standard operating procedure compliance

Level 2

Competency Definition:

Working knowledge of and compliance with relevant standard operating procedures

Behavioural Indicators:

Demonstrates knowledge of actions required to comply with relevant standard operating procedures, identification of areas of non-compliance and knows when to escalate issues.

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We wish you all the best with your applications

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