Senior Manager, Client Operations & Service Excellence

The AIFC is seeking a highly motivated Senior Manager, Client Operations & Service Excellence to drive operational efficiency, enhance client experience, and support the continuous improvement of services delivered across the organization.

This role is ideal for a professional with experience in client operations, service management, process optimization, and stakeholder engagement who is passionate about delivering excellent customer experiences and implementing service improvement initiatives. The successful candidate will play a key role in ensuring high service standards, streamlining operational processes, and fostering a client-centric culture.

Key Responsibilities:

• Lead initiatives aimed at enhancing client experience and service quality across the organization.
• Monitor and improve end-to-end client service processes, ensuring efficiency, consistency, and compliance with established standards.
• Analyze client feedback, service metrics, and operational data to identify improvement opportunities.
• Develop and implement service excellence frameworks, procedures, and performance indicators.
• Coordinate with internal stakeholders to resolve client issues and improve service delivery.
• Identify operational bottlenecks and recommend process improvements and automation opportunities.
• Prepare reports, presentations, and recommendations for management on service performance and operational effectiveness.
• Support the development and implementation of client engagement and service enhancement projects.
• Ensure timely handling and resolution of client requests, inquiries, and escalations.
• Contribute to the development of a customer-focused culture through training, communication, and continuous improvement initiatives.
• Benchmark service practices against industry standards and identify best practices for implementation.

Requirements:

• Bachelor's degree in Business Administration, Management, Economics, Public Administration, or a related field.
• 3-5 years of experience in client operations, customer experience, service management, operational excellence, business process improvement, or a related area.
• Strong understanding of customer service principles and operational processes.
• Experience in process improvement, service quality management, or stakeholder engagement.
• Strong analytical and problem-solving skills with the ability to interpret operational data and develop actionable recommendations.
• Excellent communication, presentation, and relationship management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM systems, service management tools, or digital service platforms would be an advantage.
• Fluent English and Russian; knowledge of Kazakh is an advantage.

What We Offer:

• Opportunity to contribute to the enhancement of client experience and service excellence within the AIFC ecosystem.
• Exposure to strategic initiatives, operational transformation projects, and stakeholder engagement activities.
• Professional development and career growth opportunities.
• Collaborative and dynamic working environment.
• Meaningful role with visible impact on organizational performance and client satisfaction.