Ghana Revenue Authority (GRA) has defined a strategic roadmap to become a vvorld. class Revenue Administration recognised for professionalism, integrity and excellence.
Pursuant to this strategic aspiration, GRA is currently embarking on structural and operational transformation with the view to maximizing revenue mobilization in fulfilment of its mandate.
Customer (taxpayer) experience excellence has been identified as a pivotal imperative for success. To assist GRA achieve true customer-centricity, we seek an energetic, experienced and performance-oriented and service-focused individual to join our team.
Job Title : Head, Customer Service Transformation
Job Purpose / Objectives
This is a strategic role, reporting to Commissioner General, and will interface with other key roles across divisions of GRA.
The post holder will provide leadership and direction towards development and execution of customer experience strategy and transformation to achieve excellence in customer experience delivery.
The role will interface significantly with other functions of GRA and strategic priority areas such as technology and people.
Specifically, you will be responsible for driving and delivering streamlined and superior customer (taxpayer) experience initiatives.
A successful candidate will be I accountable for developing customer experience initiatives and mechanisms for monitoring and evaluating same across divisions for both internal and external customer experience.
Imperatives for the role
Strategic and leadership capability for customer experience transformation
Execution focused and a flair for stakeholder management across divisions
Appetite for innovation, responsiveness to customer needs and strong understanding of business case and impact of customer experience
Ability to drive digital and data analytics initiatives to deliver convenience for customers and achieve operational efficiency Passion for people and ability to drive cultural change and service mind-shift
Job Responsibilities and Accountabilities
Lead the execution of customer experience transformation strategy of GRA and develop innovative approaches to research, collaboration, and customer satisfaction measurement
Lead the implementation of customer experience as defined in GRA’s strategy
Advise the leadership (commissioners) on strategic customer experience initiatives and emerging issues to enable customer-centric strategic decision and critical issues response
Assist in developing customer journey mapping and journey prioritisation, segmentation and persona development to drive customer experience transformation initiatives
Develop and implement customer service charter and service promise (GRA customer experience proposition) and communicate same across GRA for buy-in
Liaise with departments and conduct taxpayer (customer) service needs assessment, service gaps and current service failures to inform specific customer service initiatives and improvements for the delivery of the GRA customer service strategy
Establish customer service satisfaction measurement systems and quality standards across the GRA and develop appropnate systems to monitor and report on the trends in service delivery
Define customer service standards and key performance indicators (KPIs) for divisions and departments across GRA (including front, middle and back office staff
Conduct and report, on regular basis, external customer experience surveys and internal customer feedback for management actions Ensure that taxpayer support activities deliver measurable and significant value for the GRA and meet customer satisfaction standardsincluding service turnaround times (TAT)
Support the implementation of digital and technology (electronic and digital platforms) for digital customer experience delivery to ensure efficiency and convenience for internal and external customers of the GRA
Implement and track service standards and expected outcomes resolutions including agreed uptime measurement, complaint and dispute
Design, develop and implement recognition and reward programmes to incentivise and motivate staff to achieve the service delivery vision Provide support to the Achievement of Tax Administration Assessment Diagnostic Tool (TADAT) acceptable scores
Build and strengthen partnerships with key stakeholders including engaging with other MDAs to determine options for cross-area administrative simplification and consistency
Develop reporting systems to provide regular updates to management and relevant staff on critical customer service and related issues Coordinate all key issues that impact GRA customer experience delivery
Assist with set up of customer service centre based on business case
Qualifications and Technical Experience
Master’s degree or its equivalent in Business Administration, Public Relations, Project Management or related field of study.
Proven experience in leading customer experience transformation projects in either public or private sector
Proven experience in driving change / reforms and driving performance across different functions at leadership level
8-12 years+ full-time experience providing leadership to staff engaged full-time in one of the following areas :
providing tax information and interpretation to the publicmanaging a customer experience transformation projects and operations in either the public or private sector
Passion for excellence in customer experience delivery and understanding of how that impacts revenues and bottom-line
Excellent communication skills in order to effectively communicate with customers and convey accurate and high-quality feedback to the GRA that will facilitate the formulation of effective approaches and strategies Strong leadership skill, with the ability to inspire and motivate others to ensure a transition to a customer-oriented organisation
Problem solving and creative thinking. to be able to come up with new ideas to improve customer service standards
Strong multi-stakeholder management skills including experience of building relationships with senior government officials
Organisational and planning skills to develop customer service policies Ability to achieve impact and coordinate competing views
Flexibility to adjust priorities in response to changing circumstances Change project implementation
Experience of leading a reform programme, project or change management.
Developing Direct Reports and Others
Customer service research and analytical techniques