компания р-финанс обязанности: разработка и реализация hr-стратегии в соответствии со стратегией и бизнес-целями компании. управление всеми направлениями ...
Director of Participants Support
Описание вакансии
The Director of Participants Support is responsible for leading the Participants Support Department and ensuring the delivery of high-quality, end-to-end support services to participants across their lifecycle within the ecosystem. The role oversees client consultations, onboarding support, post-registration assistance, stakeholder coordination, participant retention initiatives, and service excellence. The Director acts as a strategic partner in enhancing participant experience, satisfaction, and long-term engagement.
Key Responsibilities:
- Lead and manage the Participants Support Department, ensuring efficient operations and high service standards.
- Develop and implement the department's strategy, objectives, KPIs, and service delivery framework.
- Ensure participants receive accurate consultations, guidance, and navigation across registration, authorization, and operational processes.
- Oversee participant onboarding and coordinate support throughout the establishment process within the ecosystem.
- Ensure ongoing support for registered participants regarding available services, procedures, and operational matters.
- Drive participant retention, engagement, and satisfaction initiatives.
- Identify participant needs and recommend improvements to services, processes, and customer experience.
- Lead the development and enhancement of participant support programs and ecosystem engagement initiatives.
- Oversee stakeholder and partner relationships that contribute to participant success and ecosystem growth.
- Collaborate closely with internal departments to ensure seamless and coordinated service delivery.
- Monitor departmental performance, prepare management reports, and implement continuous improvement initiatives.
- Manage, coach, and develop a team of professionals, fostering a customer-centric and high-performance culture.
Qualifications:
- Bachelor's degree in Business Administration, Finance, Economics, Law, Public Administration, or a related field. Master's degree is preferred.
- 8+ years of experience in customer relations, client services, participant support, business operations, or stakeholder management.
- Minimum 4 years of leadership experience managing teams and service delivery functions.
- Strong understanding of customer lifecycle management and client engagement practices.
- Excellent stakeholder management and relationship-building skills.
- Strong analytical, organizational, and problem-solving abilities.
- Excellent communication and presentation skills in English; additional languages are an advantage.
О компании «Astana International Financial Centre Authority»
The Astana International Financial Centre (AIFC) is a unique centre on the economic map of the world, combining the best experience and the most modern capabilities of advanced financial centers from New York and London to Dubai, Hong Kong and Singapore.
The AIFC’s mission is to contribute to the sustainable economic development of Kazakhstan and the region, by fostering innovation financial solutions and services by establishing an environment that delivers fair and transparent financial and capital markets, in which individuals and institutions act with integrity.
The vision of the AIFC is to become the leading international financial centre in Central Asia, the Caucasus, the Eurasia Economic Union, Western China, Mongolia, and Eastern Europe. Our vision is therefore to become a full service centre with advanced settlement and payment systems, have deep and liquid markets, and where legal and regulatory frameworks are adequate to safeguard the integrity of principal-agent relationships and supervisory functions.
We are the first in the region to offer businesses a comprehensive legal regime for attracting, implementing and protecting investments based on the most business friendly AIFC Law based on the principles, norms and precedents of the law of England and Wales and/or standards of the world's leading financial centres.
Combining the strategic and support functions of the AIFC, the AIFC Authority (AFCA) is responsible for enhancing its services, facilitating opportunities to position its community and further support their growth potential.
Join AIFCA, where innovation, diversity, and financial excellence come together. Be a part of our mission to shape the future of finance in Central Asia and Eurasia.
Your career growth and contribution are waiting at AIFCA!
