Overview

Responsibilities:
  • Develop and document processes related to relationships with market participants (customers), including customer onboarding, customer management, clarification of issues related to payment messages, reporting, and billing
  • Ensure the definition, segregation, and coordination of roles and responsibilities among Central Bank departments in the provision of payment services
  • Develop and implement process and change management plans, ensuring the transition to a new operational model for service delivery
  • Organize and facilitate discussions and workshops among relevant departments and market participants
  • Oversee the implementation and execution of operational (day-to-day) processes, ensuring compliance with “four-eyes” control mechanisms
  • Organize trainings, simulations, and testing sessions for Central Bank staff and market participants
  • Identify and assess process adoption risks, collect feedback, and ensure continuous improvement
  • Ensure the integration of newly implemented processes into ongoing operations, providing clear accountability among market participants
  • Collect feedback from internal users and customers to improve implemented services
  • Create and implement continuous service improvement mechanisms aimed at enhancing customer experience
Required Qualifications:
  • Higher education in business administration, economics, or finance
  • At least 3 years of professional experience in payments, finance, process management, or customer relationship management
  • Knowledge of business and operational process modeling tools (BPMN, UML, or similar)
  • Knowledge of process management and optimization methodologies (Lean, Six Sigma, TQM, 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
  • Process Management
  • Customer Relationship Management
  • Change Management
  • Risk Management
  • Compliance
Technologies:
  • BPMN
  • UML
  • Lean
  • Six Sigma
  • TQM
  • Theory of Constraints
Note:

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