Customer Relationship Specialist/Payment services and Data Governance Center

Full time

Yerevan

20 October 2026

Employment term Permanent

Category Finance Management

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Job description:

We are looking for a Customer Relations Specialist who will be responsible for ensuring the efficient and uninterrupted operation of the Central Bank of Armenia's payment infrastructures, managing relationships with market participants, and overseeing the design, documentation, and change management of processes related to payment and settlement operations.

Job responsibilities

Develop and document processes related to relationships with participants (customers) of the Central Bank's systems, including customer onboarding, customer management, payment message inquiry handling, reporting, and billing.
Manage customer contracts.
Ensure the definition, segregation, and alignment of roles and responsibilities among Central Bank departments involved in the delivery of payment services.
Develop and implement process and change management plans to support the transition to a new operating model for service delivery.
Organize and facilitate meetings, training sessions, and workshops with relevant internal departments and market participants.
Identify and assess risks related to customer-facing processes and implement appropriate risk management measures.
Manage the market rollout of new payment products, ensuring all required documentation is prepared and maintained.
Ensure effective communication and feedback mechanisms with customers, collecting and analyzing feedback to improve services.
Design and implement continuous service improvement mechanisms aimed at enhancing the customer experience.

Required qualifications

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 (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

As well as.

Leading organizational change
Implementing operating models
Strategic communication
Management skills, including direct work with customers
Constructive problem-solving, balancing service quality and system stability

Additional information

Only shortlisted candidates will be notified about the next stages of the selection process.
For additional information or clarification, please call: (+37410) 592-592 (ext. 51-19)
People and Culture Directorate