Case Acceptance & Follow‑up Lead Specialist

About the role

The Case Acceptance & Follow‑up Lead Specialist is responsible for managing the end‑to‑end lifecycle of legal case files, ensuring compliance with regulatory requirements and timely resolution of complaints. This role supports junior staff, escalates complex issues, and drives continuous improvement in case handling processes.

Key responsibilities

• Receive, review, and register case files in accordance with legal regulations.
• Calculate case weight using the approved methodology.
• Track and follow up on responses from parties involved in lawsuits, ensuring all required documents are submitted.
• Log and monitor complaints received from taxpayers and traders via electronic channels and branch offices.
• Coordinate with stakeholders to resolve complaints promptly and report outcomes.
• Conduct performance analysis, identify lessons learned, and recommend corrective actions.
• Ensure adherence to policies, processes, and standard operating procedures.
• Provide guidance and support to junior team members and train them on core activities.
• Escalate complex problems to senior personnel for resolution.

Required profile

• Bachelor’s degree in Legal Studies, Law, or a related field.
• Minimum of 4 years of relevant experience in case management, complaints handling, or legal operations.
• Strong understanding of legislation, regulations, and compliance requirements.
• Proven ability to analyze performance data and implement improvements.
• Excellent stakeholder management and communication skills.

Required skills