Duty Free & E-Commerce Operations Lead Specialist

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 role includes developing and updating Duty Free and E-Commerce operators’ eligibility criteria, overseeing operations, assessing operators’ performance to renew or revoke licenses, and consolidating periodical reports.

Job Details

• Research regional and international changes and trends in Duty Free and E-Commerce strategies, protocols, processes, and standards and recommend initiatives to gain a competitive edge over regional competitors
  
• Review and update eligibility criteria related to Duty Free and Authorized Express Carriers operators and investments applications in line with ZATCA’s strategic priorities and National rules and regulations
  
• Recommend updates to service fee policies and exemptions related to E-commerce in line with best practices, national and international regulations, and ZATCA’s strategic objectives
  
• Research and recommend tailored technical software and systems for Duty Free to ensure fast and reliable communication and exchange of data with relevant operators
  
• Coordinate with regional and global authorities to exchange data related to changes in E-commerce decisions, protocols, and standards in line with best practices
• Receive and review Duty Free & E-Commerce applications, assess against eligibility criteria and adherence to applicable policies, rules and regulations to provide approval/rejection decisions for requested licences
  
• Review and finalize agreements for approved Duty Free & E-Commerce requests, activate related facilities, follow up on operators in Duty-Free zones, and ensure provision of needed support to facilitate efficient operations for investors
  
• Assess operators’ performance and accordingly renew or revoke Duty Free & E-Commerce licenses and ensure continuous follow-up to ensure compliance of operators with set policies and guidelines
  
• Conduct site visits at ports’ level to ensure continuous oversight of Duty Free & E-Commerce activities and highlight operational gaps according to findings
  
• Process Duty free entry and exit requests and E-Commerce declarations in line with related policies, rules and regulations and escalate flagged cases for decision making
  
• Provide first level support and handle escalated tickets from Duty Free & E-Commerce operators for both technical and operational issues
  
• Receive, assess, and ensure proper and timely resolution of online shops and express carriers’ escalated issues, and ensure improvement of E-Commerce services in line with highlighted needs and best practices
  
• Conduct regular inspections for Duty Free and E-commerce Zones, perform inventory control activities through random site visits and computerized system oversight, ensure reconciliation with recorded goods’ movements, and escalate spotted discrepancies for further investigations
• Gather and filter data based on Duty Free and E-commerce sales to monitor revenues and ensure clear understanding of customers’ demand and needs
  
• Consolidate Duty Free and E-commerce violations and promptly report findings to internal stakeholders for follow up and resolution
  
• Develop periodical reports highlighting Duty Free and E-commerce activities, trends, function’s performance gaps and dispatch to relevant stakeholders
• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
  
• Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
  
  

Education

Bachelor’s degree in Business Administration or equivalent is required

Experience

A minimum of 4 years of relevant experience

Competencies

Data Analytics - Advanced

Collaboration and Communication - Developing

Professionalism - Proficient

Logistics Query Management - Proficient

Fraud and Investigation Policy - Proficient

Results Oriented - Proficient

Customer Focus - Proficient

Risk Assessment and Management - Proficient

Clearance and Inspection - Proficient

Enablement of Change and Innovation - Developing