Lead Account Manager

Overview

Relationship Management Planning

• Keep abreast of changes and updates in WCO (world customs organization), zakat and tax rules, regulations, policies, and procedures to ensure that information delivered to AEOs & listed organizations is correct and accurate
• Participate in developing account management strategies, methodologies and approaches to build and maintain relationships with AEOs & listed organizations by sector type (e.g. Banking and Insurance, Telecommunication, Oil and Gas, etc.)
• Assist in planning and coordinating the assignment and deployment of dedicated account managers to specific industries and sectors
• Review account management standards, SLAs, forms, processes, and procedures to ensure awareness of ZATCA’s client-centric approach and enhance service delivery

Relationship Management Operations and Services

• Study new applications and documents presented by customers requesting to join ZATCA’s AEO’s list, evaluate against eligibility criteria and collect cross-departmental statements and needed information to recommend approval/rejection decision
• Perform relationships management activities and apply excellence in customer servicing while representing ZATCA to maintain and expand positive and solid relations with all international sector clients
• Schedule regular meetings and visits with AEOs & listed organizations to gain added expertise in industry and sector and acquire additional information on clients to support in field audits and improve data in risk-engine
• Process AEOs & listed organizations’ applications through reviewing presented documents, identifying additional needed information, providing advice on key clarification areas and coordinating with internal functions for prompt processing
• Handle tax/zakat/customs technical inquiries and mediate between AEOs & listed organizations’ and internal functions to facilitate service delivery and safeguard satisfaction
• Monitor the adherence of AEOs & listed organizations with applicable policies and procedures and recommend action plans for detected breaches to ensure that high-level of compliance is maintained
• Provide valuable information and content for AEOs & listed organizations on zakat/tax/customs tariffs and rates to safeguard clear understanding of dues and excises
• Support in the resolution of complaints and concerns and provide precise technical responses to AEOs & listed organizations while coordinating with internal stakeholders
• Follow up with on AEOs & listed organizations declarations, collections, refunds, penalties, evaluations, etc. to inform and update clients accurately
• Maintain prompt coordination with security and risk functions to share valuable information on AEOs & listed organizations’ accounts
• Maintain and update AEOs’ related database (newly approved companies, dismissals, POC, address, industry, status of business, operational performance, problem areas, etc.) and preserve information whilst ensuring adherence to policies and procedures
• Develop account management consolidated reports for each client summarizing filing progress, queries, issue resolutions, interactions and visits
• Analyze AEOs & listed organizations’ risk surveys, financials and returns filed against benchmarks to determine compliance levels and escalate high-risk findings to related department for further investigation

Job Details

Education

Experience

Customer Focus - Proficient