EXECUTIVE DIRECTOR - DIRECT CHANNELS

JOB PURPOSE: Reporting to the Commissioner Domestic Taxes; purpose of this role is to develop and implement strategies for direct channels to improve taxpayer access and compliance. The role also exists to lead the e-Channel services, including website, social media, e-filing, mobile applications, and email, optimizing digital taxpayer engagement. KEY RESPONSIBILITIES Ensure that direct channels for taxpayer interaction are readily accessible and available to all taxpayers, including those with diverse needs and preferences. Improve the efficiency and responsiveness of direct channels to ensure timely and accurate assistance to taxpayers, reducing waiting times and response lags. Enhance the overall user experience of direct channels by optimizing interfaces, simplifying processes, and providing user-friendly guidance and support. Drive digital transformation initiatives to modernize direct channels, leveraging technology and innovation to enhance service delivery and meet evolving taxpayer expectations Ensure that direct channels comply with relevant regulations and security standards, safeguarding taxpayer information and maintaining the integrity of transactions. Foster collaboration and partnerships with internal stakeholders, such as IT departments, and external partners to align direct channel strategies with Organisational goals and industry best practices. Monitor and analyse key performance indicators (KPIs) for direct channels, such as usage metrics, satisfaction scores, and resolution rates, to assess performance and identify areas for improvement. Implement continuous improvement initiatives to enhance the effectiveness and efficiency of direct channels, incorporating feedback from taxpayers and stakeholders to drive service enhancements. Provide training and development opportunities for staff involved in managing and operating direct channels, ensuring they have the necessary skills and knowledge to deliver exceptional service. Develop and execute strategic plans for direct channels, aligning initiatives with Organisational objectives and priorities to drive meaningful outcomes and value for taxpayers. Develop and execute strategies to modernize and digitize taxpayer correspondence and move them to e-channels to minimize taxpayer walk-ins in regional office. Requirements QUALIFICATIONS AND EXPERIENCE A Master’s Degree in either Business Administration, Taxation, Accounting, Finance, Information Technology, or any related fields. At least 10 years relevant work experience in tax administration or related field, with a minimum of 5 years in a management capacity in a digital /operational service delivery environment. Benefits BURS offers an attractive package, benefits and career development opportunities to the successful candidates.