Chief Manager – Taxpayer Services (TPS) at Kenya Revenue Authority (KRA)

Kenya Revenue Authority seeks a self-driven and performance oriented individual to fill the position of Chief Manager – Taxpayer Services (TPS) within the Domestics Taxes Department. Reporting to the Commissioner of Domestic Taxes, the job holder will be responsible for managing, directing and controlling all operations within Taxpayer Services Division.

Key responsibilities of the job

• Drive the resolution of technical issues, difficult problems and complaints through back office support to the Customer Service Tier 1 Tax
• Resolve DTD taxpayer’s complaints escalated from Marketing &
• Act as the registrar of PIN numbers.
• Department, ISO, CIC and any other source in accordance with agreed SLAs.
• Identify non-performing sectors and coordinating the engagement of sector players in targeted taxpayer
• Management of the Taxpayer Education funds in line with the approved work plans and budget.
• Facilitate linkage between DTD and other departments with regard to operational matters.
• Collaborate with Marketing & Communication for quality assurance with regard to the development of training
• Day-to-day operations, supervision, management of performance and development of staff in the
• Facilitate implementation of the work plans for the following corporate initiatives in the Division: Audit, Integrity, QMS and Risk
• Development and management of the sectional work plan and
• Drive initiatives to improve ethics, culture and facilitate change management in the Division.

Professional/years of experience qualifications

• A university degree in Business Administration or related disciplines from a recognized institution
• Well trained/ experienced in the field of tax administration.
• At least seven (7) years’ work experience in tax administration, with three (3) being at senior management level.

The ideal candidate should possess the following characteristics:

• Strategic agility
• Excellent leadership and people management skills
• Political awareness
• Ability to identify and deal with operational risk
• Results driven and analytical
• Strong decision-making skills
• Excellent negotiation and conflict management skills
• Risk management and analysis
• Excellent oral and written communication skills
• Tax Business Understanding
• Tax Legislation
• Taxpayer Compliance
• Taxpayer Identification and Registration
• Taxpayer Services Processing
• Taxation of New Emerging Businesses and Digital Economy
• Emerging tax trends