Senior Manager, Customer Service & Operational Support

We are looking for a customer-focused and detail-oriented Senior Manager, Customer Service & Operational Support to support the delivery and continuous improvement of customer service, operational processes, and client experience across the AIFC ecosystem.

The successful candidate will contribute to enhancing customer satisfaction, service quality, operational efficiency, and digital service delivery by managing customer experience initiatives, monitoring service performance, coordinating operational projects, and supporting process improvement activities.

Key Responsibilities:

• Map and analyze customer journeys to identify opportunities for improving customer experience and service delivery.
• Support the development, implementation, and continuous improvement of customer service policies, procedures, and service standards.
• Monitor customer inquiries, complaints, and feedback, ensuring timely resolution and escalation where necessary.
• Oversee service quality monitoring and recommend improvements to enhance customer satisfaction.
• Coordinate and support the operation of customer communication channels, including call center activities and digital platforms.
• Collect, analyze, and report on customer service performance metrics and operational KPIs.
• Maintain dashboards, reports, and performance tracking tools to monitor service effectiveness.
• Support the implementation and enhancement of CRM and other customer service-related systems.
• Gather, document, and manage business requirements for customer service and operational improvement initiatives.
• Coordinate the implementation and ongoing improvement of the AIFC Portal, Digital Residence platform, AI Assistant, and other customer-facing solutions.
• Work closely with business and technology teams to support testing, process optimization, and successful delivery of service enhancement projects.
• Identify process improvement opportunities and contribute to operational excellence initiatives.
• Prepare analytical reports, presentations, and recommendations for management on customer experience and operational performance.
• Support staff capability development initiatives related to customer service standards and best practices.
• Collaborate with internal and external stakeholders to ensure high-quality and consistent service delivery across the AIFC ecosystem.

Requirements:

• Bachelor's degree in Business Administration, Management, Economics, Information Systems, Public Administration, Customer Experience, or a related field.
• Minimum 5 years of experience in customer service, operations, business process improvement, customer experience, project coordination, or a related field.
• Experience in managing customer experience initiatives, service quality programs, or operational improvement projects.
• Strong understanding of customer journey mapping, service standards, and customer-centric approaches.
• Experience in gathering and documenting business requirements and coordinating digital transformation initiatives.
• Strong analytical skills with experience in KPI monitoring, reporting, and dashboard management.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to manage multiple projects and priorities in a dynamic environment.
• Fluent English and Russian; knowledge of Kazakh would be an advantage.
• Proficiency in Microsoft Office applications and data visualization/reporting tools.