Director of Participants Support

The Director of Participants Support is responsible for leading the Participants Support Department and ensuring the delivery of high-quality, end-to-end support services to participants across their lifecycle within the ecosystem. The role oversees client consultations, onboarding support, post-registration assistance, stakeholder coordination, participant retention initiatives, and service excellence. The Director acts as a strategic partner in enhancing participant experience, satisfaction, and long-term engagement.

Key Responsibilities:

• Lead and manage the Participants Support Department, ensuring efficient operations and high service standards.
• Develop and implement the department's strategy, objectives, KPIs, and service delivery framework.
• Ensure participants receive accurate consultations, guidance, and navigation across registration, authorization, and operational processes.
• Oversee participant onboarding and coordinate support throughout the establishment process within the ecosystem.
• Ensure ongoing support for registered participants regarding available services, procedures, and operational matters.
• Drive participant retention, engagement, and satisfaction initiatives.
• Identify participant needs and recommend improvements to services, processes, and customer experience.
• Lead the development and enhancement of participant support programs and ecosystem engagement initiatives.
• Oversee stakeholder and partner relationships that contribute to participant success and ecosystem growth.
• Collaborate closely with internal departments to ensure seamless and coordinated service delivery.
• Monitor departmental performance, prepare management reports, and implement continuous improvement initiatives.
• Manage, coach, and develop a team of professionals, fostering a customer-centric and high-performance culture.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Economics, Law, Public Administration, or a related field. Master's degree is preferred.
• 8+ years of experience in customer relations, client services, participant support, business operations, or stakeholder management.
• Minimum 4 years of leadership experience managing teams and service delivery functions.
• Strong understanding of customer lifecycle management and client engagement practices.
• Excellent stakeholder management and relationship-building skills.
• Strong analytical, organizational, and problem-solving abilities.
• Excellent communication and presentation skills in English; additional languages are an advantage.