Senior Manager of Expat Centre at Astana International Financial Centre Authority — NeverHard

We are seeking a highly motivated and service‑oriented Senior Manager for the Expat Centre . This role plays a key part in ensuring high‑quality service delivery for foreign investors, employees, and their family members by coordinating essential government and non-government services. The position requires strong communication skills, customer‑centric thinking, and the ability to collaborate with multiple stakeholders. Success in this role is defined by the ability to increase customer satisfaction, retain loyalty, and act as a liaison between government bodies, organisations, and clients. Key Responsibilities: Assist foreign investors, expatriate employees, and their families in obtaining government and non-government services (visa/migration, taxpayer registration, relocation, etc.). Provide professional information and consulting services to customers of the Expat Centre. Ensure compliance with state standards, technical requirements, and service regulations applicable to foreign nationals. Handle customer complaints, provide timely solutions, and ensure follow-up until full resolution. Maintain archiving and records management processes. Build and sustain effective relationships with government bodies, organisations, and social institutions related to Expat Centre services. Manage incoming and outgoing correspondence (letters, emails, calls). Record and monitor service statistics, customer satisfaction rates, and overall performance indicators; prepare reports. Ensure confidentiality, safety, and compliance in procurement-related documentation. Maintain strict compliance with AIFC internal policies, regulations, and AIFC legal frameworks. Perform additional duties as assigned by the Line Manager. Requirements: Bachelor’s degree in International Relations, Business, Law, Hospitality, or a related field; Master’s degree preferred (Finance or Economics is an advantage). Minimum 3–5 years of experience in customer relationship management. Strong background in customer service (minimum 3 years required). Experience or knowledge of migration law is an advantage. Fluency in Kazakh, Russian, and English; knowledge of Chinese is an asset. Proficiency in Microsoft Office and PowerPoint; experience with data analytics tools is an advantage. Ability to work autonomously and meet deadlines. Strong communication and interpersonal skills. Analytical, critical thinking, and problem‑solving abilities with high attention to detail. Strong organisational, time‑management skills and ability to maintain strong customer relationships.