Zelda Xoliswa Maseko
Operations Manager
WITBANK
Summary
Results-driven and customer-focused professional with 28 years of experience in taxpayer service, seeking a challenging Branch Manager role. Proven track record of successfully leading teams, improving processes, and delivering exceptional customer experiences. Possess in-depth knowledge of tax laws, regulations, and procedures. Excellent communication, problem-solving, and leadership skills, with a strong commitment to public service and taxpayer advocacy
Overview
29
29
years of professional experience
2
2
years of post-secondary education
Work History
Caretaker Branch Manager
SARS
10.2022 - Current
- Providing interim leadership and management of the branch, ensuring continuity of operations and service delivery
- Regional Bank Exceptions leading a team responsible for managing and resolving bank exceptions, ensuring timely and accurate resolution of discrepancies
- Branch Management: Overseeing daily branch operations, staff management, and customer service delivery
- Leading the regional bank exceptions team, providing guidance and support to ensure efficient resolution of exceptions
- Working closely with internal stakeholders, including branch staff, regional management, and support teams
- Analyzing and resolving complex bank exceptions, ensuring compliance with SOP requirements and organizational policies
Regional Revenue Team Coordinator
SARS
01.2020 - 09.2022
- 8Successfully led the first regional revenue team to achieve revenue targets by ensuring compliance among the top 1000 taxpayers across all tax types
- Strategies Employed included Risk-based approach, Compliance monitoring, Stakeholder engagement and collaborated with taxpayer, internal, and external stakeholders to facilitate compliance
- Utilized data analytics to inform strategic decisions and optimize revenue collection
- Successfully collected revenue targets, contributing to the region's fiscal growth
- Ensured compliance among the top 1000 taxpayers, reducing revenue leakage and promoting a culture of tax adherence
- Fostered positive relationships with taxpayers, promoting voluntary compliance and reducing leakages
- Supervised 8 co-workers.
Operations Manager
SARS
01.2001 - 06.2006
- Work Allocation and Prioritization: Provided daily work allocation, ensuring efficient task distribution and meeting service delivery targets
- Managed team performance, leave, and attendance, maintaining a high-performing and motivated team
- Facilitated training, coaching, and development programs, enhancing team skills and knowledge
- Conducted regular performance reviews, providing constructive feedback and guidance to improve individual and team performance
- Implemented efficient work allocation processes, resulting in increased productivity and service delivery quality
- Developed and delivered targeted training programs, improving team knowledge and skills
- Promoted a positive work environment, resulting in improved employee satisfaction
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Acting Branch Manager
SARS
01.2006 - 05.2007
- Leadership and Management: Led the Witbank branch, overseeing daily operations, staff management, and customer service delivery
- Effectively managed and resolved employee grievances, ensuring fair and timely outcomes
- Worked closely with regional managers, sharing best practices and leveraging collective expertise to drive branch performance
- Improved Employee Relations through positive work environment, reducing grievances and improving employee satisfaction
- Contributed to regional knowledge sharing, enhancing collective understanding and driving best practices
- Successfully managed the Witbank branch, achieving operational targets and delivering quality customer service
Taxpayer Service Agent
01.2001 - 01.2006
- Taxpayer Support: Provided expert guidance and support to taxpayers on income tax, VAT, and PAYE queries, ensuring timely resolution and compliance
- Tax Return Processing: Accurately processed tax returns, addressing complexities and discrepancies, and ensuring adherence to tax regulations
- Compliance and Education: Educated taxpayers on tax obligations, benefits, and regulations, promoting voluntary compliance and tax awareness
- Consistently delivered high-quality service, resolving taxpayer queries efficiently and effectively
- Developed and maintained in-depth knowledge of income tax, VAT, and PAYE regulations, ensuring accurate advice and support
- Identified areas for improvement and implemented process enhancements, increasing efficiency and productivity in taxpayer service delivery
Collections Administrator
SARS
01.1999 - 01.2001
- Debt Recovery - Managed debt collection and recovery of outstanding returns, ensuring timely and effective resolution
- Stakeholder Collaboration - Worked closely with banking institutions, magistrates, and other stakeholders to facilitate civil actions and debt recovery processes
- Compliance and Governance - Ensured adherence to regulatory requirements and organizational policies
- Improved Recovery Rates: Successfully increased debt recovery rates through effective negotiation and strategic collaboration with stakeholders
- Enhanced Stakeholder Relationships: Fostered strong relationships with banking institutions, magistrates, and other stakeholders, ensuring seamless communication and cooperation
- Process Improvements: Identified and implemented process enhancements, streamlining debt recovery operations and improving overall efficiency
Registration Clerk
SARS
09.1996 - 09.1999
- Employer engagement and support
- Issuance of IRP5 certificates to employees
- Accurate capturing and filing of EMP 201 returns
- Excellent communication and interpersonal skills
- Strong organizational and time management abilities
- Proficiency in PAYE regulations and procedures
- Attention to detail and accuracy in data capturing
Education
Some College (No Degree) - Taxation
International Monetary Fund
Johannesburg 04.2024 - Current
Skills
Customer centric,
Service obsessed
, Problem solving,
Good communicator
Creative thinker
Drive for excellence,
Passionate
Event setup
Timeline
Some College (No Degree) - Taxation
International Monetary Fund
04.2024 - Current
Caretaker Branch Manager
SARS
10.2022 - Current
Regional Revenue Team Coordinator
SARS
01.2020 - 09.2022
Acting Branch Manager
SARS
01.2006 - 05.2007
Operations Manager
SARS
01.2001 - 06.2006
Taxpayer Service Agent
01.2001 - 01.2006
Collections Administrator
SARS
01.1999 - 01.2001
Registration Clerk
SARS
09.1996 - 09.1999