Senior Account Manager

Purpose of Job

Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives.

Jobholders oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards, and reports.

Their main operational roles include providing premium services and advisory to large/very large Authorised Economic Operator (AEOs) & listed organizations within a specific industry/sector whilst ensuring alignment with policies, procedures, and account management scope of work.

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 accurate information delivery to AEOs & listed organizations.
• 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 list, evaluate against eligibility criteria, and collect cross-departmental statements and information to recommend approval or rejection.
• Perform relationship management activities and apply excellence in customer servicing while representing ZATCA to maintain and expand positive relations with all international sector clients.
• Schedule regular meetings and visits with AEOs & listed organizations to gain industry expertise and acquire additional client information to support field audits and improve risk data.
• Process AEO applications by reviewing documents, identifying additional information needs, advising on clarification areas, and coordinating with internal functions for prompt processing.
• Handle technical inquiries related to tax, zakat, and customs, mediating between AEOs & listed organizations and internal teams to facilitate service delivery and satisfaction.
• Monitor compliance of AEOs & listed organizations with policies and procedures, and recommend action plans for breaches to ensure high compliance levels.
• Provide information on zakat/tax/customs tariffs and rates to ensure clear understanding of dues and excises.
• Support in resolving complaints and concerns, providing precise technical responses, and coordinating with stakeholders.
• Follow up on declarations, collections, refunds, penalties, and evaluations to keep clients informed and updated.
• Coordinate with security and risk functions to share valuable account information.
• Maintain and update the AEO database, ensuring data accuracy and adherence to policies.
• Develop consolidated account management reports summarizing progress, queries, resolutions, interactions, and visits.
• Analyze risk surveys, financials, and returns filed against benchmarks to assess compliance and escalate high-risk findings.

Job Details

Communication and Contacts

Education

• Bachelor's degree in Business Administration or equivalent is required.
• Master's degree in Business Administration or equivalent is preferred.

Experience

A minimum of 5 years of relevant experience, with 3 years at a managerial level preferred.

Competencies

• Communication - Developing
• Professionalism - Proficient
• Coaching and Internal Business Consulting - Proficient
• Customer Relationship Management - Advanced
• Complaints Management - Advanced
• Building Strategic Partnerships - Advanced
• Results Oriented - Proficient
• Customer Focus - Proficient
• Change Enabler - Developing
• Negotiation and Influence - Proficient