Director of Participant Support & Business Relations Department

Develop and implement the department’s strategy to support AIFC Participants throughout the authorization, registration, and post-registration processes, ensuring alignment with AIFC’s overall goals.

Design and execute a client-centric approach that enhances the customer journey, prioritizing seamless and efficient processes to ensure the best client experience.

Jointly with IT team lead initiatives to minimize human interaction in routine processes by implementing digital solutions and automation tools to reduce manual interventions thereby freeing up resources for more complex client needs.

Collaborate with IT and Marketing teams to continuously enhance user-friendly website/portal layout that allows users to quickly find relevant information on AIFC rules, regulations, and procedures. Ensure that complex regulatory information is presented in a user-friendly manner.

Jointly with Marketing team develop relevant collateral, such as FAQs, regulatory checklists, and step-by-step guides, to help users better understand and comply with AIFC regulations. Integrate this collateral into the website adopting interactive tools.

Develop and manage programs aimed at building and nurturing the AIFC Participants community, including organizing workshops, B2B meetings, networking events, and knowledge-sharing sessions. Regularly conduct surveys and gather feedback from participants to understand their needs, challenges, and suggestions for community activities. Build relationships with external industry networks, chambers of commerce, and business associations to expand opportunities for AIFC Participants. Collaborate on joint events, knowledge-sharing sessions, and cross-promotional activities that benefit the community.

Oversee the department’s operations to ensure timely and accurate handling of inquiries related to authorization, registration, and post-registration, while continuously improving service quality.

Cultivate strong relationships with key internal and external stakeholders, including AFSA, ancillary service providers, and participants, to foster collaboration and support.

Utilize data analytics to monitor and analyze participant interactions, identify areas for improvement, and make informed decisions to enhance service delivery.

Recruit, develop, and manage a skilled team, focusing on building capabilities in digital tools, client service, and community engagement. Promote a culture of continuous learning and innovation.

Ensure that all processes and interactions comply with AIFC regulations and best practices, mitigating risks while maintaining a high standard of service.

Regularly report on key performance indicators, client feedback, and community engagement metrics. Use insights from these reports to drive continuous improvement in all aspects of the department’s work.

Act as the official representative of AIFC in public forums, conferences, industry events, and meetings. Deliver presentations, speeches, and panel discussions that articulate AIFC’s value proposition, mission, and the benefits of participating in the AIFC ecosystem.

Bachelor’s degree in Business Administration, Finance, Legal Studies, Economics, or related field; Master’s degree preferred.

Certifications in Compliance, Risk Management, Consulting, Finance, or AML are an advantage.

Minimum 7 years of relevant experience in finance, consulting, quasi‑government or investment industries.

Minimum 3 years of management experience preferred.

Fluency in English, Russian, Kazakh; Chinese preferred; additional languages an advantage.

Proficiency in Microsoft Office and experience with CRM or database systems.

Strong leadership, team management, and communication skills.

Strong analytical, critical‑thinking, and problem‑solving abilities.

High integrity, professionalism, and strong ethical standards.

Strong organizational skills and solid understanding of basic legal principles.