Manager of Expat Centre - Almaty

The AIFC Authority is seeking a dedicated and customer‑oriented Manager of the Expat Centre to support foreign investors, expatriate employees, and their family members by providing comprehensive government and non‑government services. The successful candidate will play a key role in enhancing customer experience, ensuring compliance with regulatory requirements, and strengthening cooperation with partners and stakeholders.

Success in this position is defined by the ability to increase customer satisfaction, loyalty, and retention, manage stakeholder relationships effectively, and act as a liaison between government bodies, organizations, and Expat Centre customers at the Almaty Representative Office.

Responsibilities:

• Assist foreign investors, employees, and their family members in obtaining government and non‑government services, including visas, migration services, taxpayer registration, and relocation.
• Provide accurate, timely, and high‑quality informational support to Expat Centre customers.
• Ensure compliance with state standards, technical requirements, and applicable legislation for services provided to foreign nationals.
• Manage and resolve customer complaints within established timeframes, ensuring full follow‑up and resolution.
• Maintain records, databases, and perform required reporting and analytical tasks.
• Provide regular updates on the progress of service projects and customer‑focused initiatives.
• Process ongoing correspondence, including letters, emails, and telephone inquiries.
• Ensure confidentiality, data protection, and proper handling of all documentation.
• Ensure strict adherence to AIFC internal policies, procedures, and regulatory requirements.
• Build and maintain strong relationships with key clients, partners, and stakeholders.
• Develop and manage partnerships with service providers to enhance service delivery.
• Drive customer acquisition and retention, tracking key performance indicators and service effectiveness.
• Perform end‑to‑end operational tasks to ensure smooth daily service delivery.
• Implement targeted marketing and sales initiatives to promote Expat Centre services.

Requirements

• Bachelor’s degree in International Relations, Law, Translation, or a related field. Master’s degree in Finance or Economics is an advantage

• Minimum of 1 year of customer service experience
• Knowledge of migration legislation is a strong asset

• Fluent in Kazakh, Russian, and English. Knowledge of Chinese will be considered an advantage

• Proficiency in Microsoft Office (Word, Excel, PowerPoint)

• Strong time management and organizational skills
• Excellent interpersonal and communication abilities
• High level of responsibility, reliability, and attention to detail
• Customer‑focused and solution‑oriented mindset