Description
The Central Bank of Armenia operates payment infrastructures and provides payment services.
Responsibilities
•Develop and document processes for relationships with participants of the Central Bank's systems, including onboarding, customer management, payment message inquiries, reporting, and billing
•Manage customer contracts
•Define, segregate, and align roles and responsibilities among Central Bank departments involved in delivering payment services
•Develop and implement process and change management plans for transitioning to a new service delivery operating model
•Organize and facilitate meetings, training sessions, and workshops with internal departments and market participants
•Identify and assess risks related to customer-facing processes and implement risk management measures
•Manage the market rollout of new payment products and maintain the required documentation
•Establish communication and feedback mechanisms with customers, collecting and analyzing feedback to improve services
•Design and implement continuous service improvement mechanisms to enhance the customer experience
Requirements
•Higher education in business administration, economics, or finance
•At least 2 years of professional experience in payments, finance, process management, or customer relationship management
•Knowledge of business and operational process modeling tools such as BPMN and UML
•Knowledge of process management and optimization methodologies, including Lean, Six Sigma, TQM, and Theory of Constraints
•Knowledge of payment systems, messaging flows, and settlement process organization
•Knowledge of compliance, risk management, and business continuity principles in the financial sector
•Skills in leading organizational change, implementing operating models, strategic communication, and direct customer work
•Constructive problem-solving skills, balancing service quality and system stability
Conditions
Not specified in the posting.
