Director of Participants Support at Astana International Financial Centre Authority — NeverHard

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.