Operations Expert – Free Zone & IT-enabled Services (ITES) Operations

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Activity Area: Establishment and operationalization of a new institutional hub and free-zone–related ecosystem for IT-enabled services.

Global Objective
Provide technical leadership on the design and rollout of operational systems, processes, and services for a new free-zone–related ITES hub, ensuring smooth resident attraction, onboarding, and service delivery in line with international best practices.

Specific Objectives of the Assignment

  • Operational Frameworks: Develop and implement operational manuals, SOPs, and service delivery standards for resident companies and investors.
  • Resident Onboarding & Aftercare: Design and streamline registration, facilitation, and ongoing support processes, ensuring transparency and efficiency.
  • Incentive & Service Management: Establish systems to administer incentives, monitor compliance, and deliver investor-facing services.
  • Performance Management: Introduce KPIs, service level agreements (SLAs), and quality assurance systems for efficient day-to-day operations.
  • Capacity Building: Train local teams to run operations independently and sustainably beyond the project lifecycle.
  • International Practices: Integrate global best practices from free zones, tech parks, and investment promotion agencies into operational systems.

 Qualifications and Skills

  • Master’s degree in business administration, economics, management, or a related discipline from a recognized international institution.
  • Strong leadership, organizational, and communication skills.
  • Ability to translate strategic concepts into practical, functioning operations.
  • Excellent analytical and problem-solving abilities.
  • Fluency in English (written and spoken).

Professional Experience

  • Minimum 10 years in planning, operations, and marketing of zones or investor-facing agencies (investment promotion agencies, enterprise agencies, free zones, or technology parks).
  • Demonstrated experience in designing and implementing operational manuals, SOPs, and client service systems.
  • Hands-on track record in resident/investor onboarding, facilitation, aftercare, and satisfaction mechanisms.
  • Familiarity with incentive administration, compliance, and performance management systems.
  • Experience in coordinating with diverse stakeholders, including governments, private investors, and development partners.
  • Proven success in contributing to measurable outcomes such as resident attraction, job creation, exports, and investor satisfaction.

Duration & Location

  • Duration: 24 months.
  • Tentative start: Q4 2025.
  • Location: Hybrid – combination of in-country missions and remote support.

How to Apply

If you are interested, please submit your CV in English (highlighting relevant expertise and achievements) to [email protected] by September 18.

Only shortlisted candidates will be contacted.

The processing of personal data will be carried out by PMCG, which operates by international data protection standards. The purpose of the processing of personal data is to determine the candidate`s compliance with the requirements of the existing/future vacancy to make an employment decision and be kept for a period not exceeding 10 years. The candidate is entitled to receive information about the processed personal data about him/her, which he/she provided to the PMCG, and to request correction and updating of the information; Add, block, delete, and/or destroy; For this, please contact us by e-mail: [email protected].