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By Kwanele Dhladhla
Eswatini Revenue Service (ERS) Chief Financial Officer (CFO) Thobile Dlamini says that thriving in the versatile taxation industry requires a commitment to continuous improvement and adaptability. This is the main reason why she firmly embraces the Kaizen philosophy, which emphasises small, incremental changes that lead to significant progress over time.
The astute Chartered Accountant, armed with a Bachelor of Commerce degree from the University of Eswatini (UNESWA) and a Master of Business Administration (MBA) in Finance from the University of St Mark and St John, enunciated that by regularly assessing and refining their processes, she ensures that her team stays ahead of industry trends and regulatory changes.
When unpacking how she continues to manoeuvre in the volatile tax industry, Dlamini said learning from best practices around the globe was also crucial.
“I actively seek out international case studies, including benchmarking with other tax organisations and attend workshops to understand innovative strategies that can be applied in our context. This global perspective not only enhances our operational efficiency but also enriches our stakeholder relationships,” Dlamini explained.
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In addition, Dlamini confided that she prioritises her education across various domains, from customer service to corporate leadership and employee engagement.
By enhancing her skills in these areas, the shrewd accountant said she becomes able to manage change better and lead her team through any challenges that arise.
Personal Growth Through Lifelong Learning
For example, she said effective communication and relationship management were essential in navigating the complex corporate environment and ensuring that their clients felt supported throughout the process.
“Ultimately, my approach combines a dedication to personal and professional growth with an initiative-taking mindset, enabling me to thrive in an ever-evolving taxation landscape while delivering exceptional value to stakeholders,” Dlamini explained.
Dlamini shared that her professional journey had been a thrilling ride through the world of finance, starting from her early days as a trainee accountant and culminating in her current role as CFO at ERS.
The intellectual recounted that she kicked off her career with articles at Martin Allison & Co, where she honed auditing and accounting skills, before making her mark at KPMG across various countries, where she supervised statutory audits and cultivated client relationships.
Following that, Dlamini established the Large Taxpayer Services division at the then Swaziland Revenue Authority (SRA), which became a powerhouse and an efficient division generating high-performing officers.
Now, at ERS, Dlamini has not only overseen the Finance Department but has also been instrumental in developing and implementing strategic initiatives, securing funding for major infrastructure projects, and executing process improvements, all while implementing innovative employee wellness programs.
Lessons in Adaptability and Resilience
Along the way, Dlamini earned accolades as a multiple award-winning professional (Public Sector CFO Africa and BLUE SHEroes award) and became a recognised financial coach and international Speaker, which displayed her commitment to excellence and leadership in the field.
Throughout her professional journey, Dlamini narrated that she had encountered invaluable lessons that shaped her approach to leadership and finance.
“One key lesson is the importance of adaptability. I worked in Eswatini, Botswana, and Mozambique at KPMG. However, in each country, I did find that the culture of the firm was influenced by the culture of the people in that country. Adapting to an unfamiliar environment, and collaborating with diverse people and cultures, became crucial to my success and effectiveness,” she said.
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Early in her career, Dlamini disclosed that she faced significant challenges during her time working at KPMG in one of the countries, where she learnt that resilience was crucial in overcoming setbacks.
“I moved from reporting to a fair, though strict supervisor to one who just did not feel me, such that I got passed over for a promotion in the first year we worked together. That drove me to excel in all my audits to ensure that he would not be able to find fault with me. I became an excellent performer, passing quality controls with flying colours,” affirmed Dlamini.
Collaboration as a Catalyst for Success
Another lesson she acquired was the power of collaboration. She stated that at SRA, she established the Large Taxpayer Services division, which required coordinating with multiple stakeholders. Initially, she revealed that there were misunderstandings about roles and responsibilities.
However, by fostering open communication and building trust among team members, she said they achieved a cohesive work environment that led to a more efficient division, contributing almost 80 per cent of the authority’s targeted revenue.
Moreover, Dlamini said she has learned that agility and continuous improvement remain crucial in overcoming and remaining relevant as well as in self-development.
“I have always made it a point that I prioritise self-development in any area I deem relevant. Not just by amassing degrees but also through reading, short courses, and learning from colleagues. That fueled my passion to develop my colleagues, especially those in my department. I have mentored colleagues in career development as well as leadership. These experiences taught me that challenges are growth opportunities, and by maintaining a pro-active mindset, I can navigate complexities while driving organisational success,” Dlamini said.
Words of Wisdom for Aspiring Professionals
To all the aspiring young professionals, both females and males, Dlamini said her primary piece of advice was: “Do not despise small beginnings”.
She pointed out that every great journey starts with a single step, and it was essential to recognise the value in every opportunity, no matter how small.
“Always strive for excellence in everything you do—let your work speak for itself and set you apart from the crowd. Young women must embrace their unique temperament and strengths. Leadership styles can vary, and there’s immense power in being an effective female leader. Use your empathy and intuition to connect with your team and make impactful decisions. Do not feel the need to conform to traditional male leadership traits; instead, leverage your distinct qualities to create a positive and inclusive environment.” Dlamini insisted.
For young men, Dlamini emphasised that it was equally important to lead with purpose, further stating that men ought to understand that leadership is not just about authority. She explained that it was about inspiring others and driving meaningful change, adding that all genders should take the time to identify their strengths and weaknesses.
Leading With Purpose and Giving Back
Dlamini mentioned that this self-awareness could guide everyone in leveraging their strengths effectively while working in areas that need improvement.
“It will also help you determine whether you’re in the right role or if it’s time to seek opportunities that align better with your skills. Importantly, do not wait for someone to recognise your potential or promote you. Take the initiative to seek out challenging projects and opportunities for growth. Make it known that you are ready for added responsibilities and show people that you are here to make an impact. Remember, your career is your responsibility! Own it,” she advised.
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As a responsible corporate citizen, Dlamini said she was pleased to be part of ERS as it undertakes initiatives as part of its Corporate Social Responsibility (CSR) programme, focusing on community support and empowerment.
She mentioned that key initiatives include support for the deaf community. She explained that ERS sponsors teachers to learn specialised teaching techniques for deaf individuals, enhancing educational opportunities in this area.
She stated that ERS also provided computers for the visually impaired at the Manzini National Library, facilitating access to information and learning resources.
Championing Inclusion and Upliftment Through CSR
In terms of tertiary education sponsorship, Dlamini said ERS has sponsored 37 individuals with disabilities to pursue higher education, promoting inclusivity and equal opportunities.
In terms of employee initiatives, Dlamini added that the staff of ERS has formed a charity organisation that actively contributes to community welfare.
She explained that their efforts include providing school shoes for children in need, building a house for a disadvantaged family, and distributing sanitary towels to girls in schools.
“Overall, these initiatives have positively impacted numerous individuals and families within the community, enhancing their quality of life and access to education. While the exact total number of beneficiaries may vary, the collective efforts reflect a significant commitment to social responsibility,” added Dlamini.
