Senior Account Manager

Purpose of Job

Job Responsibilities

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 relationship 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 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 levels of compliance are 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 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 the related department for further investigation.

Job Details
Communication and Contacts
Education
Bachelor’s degree in Business Administration or equivalent is required.
Experience
A minimum of 2 years of relevant experience.
Competencies
Negotiation and Influence - Developing
Communication - Developing
Professionalism - Developing
Customer Relationship Management - Proficient
Coaching and Internal Business Consulting - Developing
Building Strategic Partnerships - Proficient
Results Oriented - Developing
Complaints Management - Proficient
Customer Focus - Developing
Change Enabler - Developing