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Vacancies

- Develop and own the roadmap for Consumer Loans, aligning with the bank’s retail, digital, risk, and profitability strategy.
- Define value propositions, pricing strategies, eligibility logic, repayment options, and competitive positioning for consumer loan products.
- Collaborate with internal teams (Risk, Credit, Operations, IT, Digital, Marketing, Sales, Legal, and Compliance) to ensure seamless delivery and compliance with regulatory standards.
- Lead initiatives to design and launch new lending products, digital loan journeys, pre-approved offers, POS/BNPL propositions, and customer segment-based loan packages.
- Benchmark against competitors and continuously improve loan propositions, approval journeys, pricing, fees, and customer experience.
- Development of normative-methodological & technical documentation related to consumer lending products, processes, tariffs, and customer journeys.

Key Responsibilities

- Develop and execute strategies to increase customer acquisition, activation, conversion, and engagement with consumer loan products.
- Lead growth initiatives to increase loan applications, approval-to-disbursement conversion, digital lending adoption, repeat usage, cross-sell, and portfolio growth.
- Work with marketing, sales, branches, contact center, and digital channels to design campaigns that drive quality demand and profitable loan disbursements.
- Monitor key growth, portfolio, profitability, and risk metrics & identify new opportunities for innovation and optimization.
- Build partnerships with merchants, fintechs, ecosystems, and distribution channels to strengthen consumer lending propositions and reach.

Growth & Business Development

- Bachelor’s or Master’s degree in Business, Finance, Marketing, Economics, Banking or related field.
- 2–3 years of experience in Product Management, Growth, Business Development, Consumer Lending, Digital Lending or Retail Banking.
- Understanding of consumer lending economics, credit products, loan origination processes, scoring principles, digital banking trends and portfolio management.
- Ability to translate analytics, funnel data, customer insights, and portfolio performance into actionable growth and product decisions.
- Strong communication, stakeholder management and leadership skills.
- Knowledge of RA legislation regarding banking, consumer lending, credit products and customer protection requirements.
- Proficiency in Armenian, Russian, and English (written and spoken) is required.

Qualifications & Experience

- Strategic Thinking – ability to define vision, roadmap, and growth strategy.
- Customer-Centric Mindset – designing lending products and journeys that are simple, transparent, and valuable for customers.
- Analytical & Data-Driven – using data to guide product, growth, profitability, and risk-adjusted decisions.
- Execution & Ownership – delivering results in fast-paced, cross-functional environments.
- Innovation-Oriented – bringing new ideas, partnerships, automation, and digital-first thinking to consumer lending.

Key Competencies

We are seeking a Growth Manager (Consumer Lending) responsible for the development, optimization, and growth of consumer loan products, as well as market analysis and maintaining a high-quality loan portfolio.

Growth Manager (Consumer Loans)

- Monitoring and analysis of the Bank’s current and projected liquidity position
- Monitoring and analysis of the Bank’s capital adequacy, structure, and projected position
- Assessment and analysis of asset profitability and the cost of funding liabilities
- Ongoing analysis, assessment, and monitoring of the structure of assets and liabilities
- Supporting the effective organization and facilitation of ALCO activities
- Ensuring the timely and highly accurate preparation of internal and regulatory reports related to Asset, Liability and Capital Management (ALCM)
- Ensuring the development, review, and periodic updating of policies and procedures related to ALCM
- Supporting management decision-making based on data and analysis

Job responsibilities

- Higher education in economics, finance, mathematics, or a related field
- At least 3 years of work experience in the financial and banking sector
- Knowledge of data analysis tools: SQL, Python, Power BI
- Good knowledge of financial and banking reporting and the key regulatory/normative framework
- Knowledge of the AS-Bank system
- Strong analytical and critical thinking skills
- Ability to quickly assess situations and make effective decisions
- Ability to plan and complete tasks within established deadlines
- Strong communication and teamwork skills
- Ability to effectively collaborate and negotiate with various departments

Necessary requirements

We are looking for a Head of Asset, Liability and Capital Management (ALCM) who will play a key role in ensuring the effective management of the Bank’s financial resources

Ակտիվների, պարտավորությունների և կապիտալի կառավարման գծով ղեկավար

•	Develop and execute the strategy and roadmap for retail products, including cards, payments & transfers, bundled offers, online lending and other digital-first products. 
•	Own the end-to-end product lifecycle — from concept and business case through launch, ongoing optimization, maintenance, and portfolio management. 
- Drive digital sales performance, including acquisition, conversion, activation, usage and revenue KPIs. 
- Ensure ongoing product maintenance and compliance, including tariff and pricing changes, regulatory and legal updates, policy changes, product terms & conditions and other required product modifications. 
- Monitor product performance, customer feedback, market developments and regulatory requirements and initiate necessary product enhancements or changes. 
- Develop compelling customer propositions and continuously improve digital product journeys and customer experience. 
- Manage product economics, pricing, profitability, and business cases. 
- Partner with Technology, Digital, Marketing, Risk, Compliance, Legal, Operations, Finance and other stakeholders to deliver new products and implement product changes effectively. 
- Identify new product, partnership, and growth opportunities based on customer needs, market trends and data.
- Lead, develop, and motivate the Growth Managers team.
- Bachelor’s or Master’s degree in Business, Finance, Marketing, Economics or related field. 
- 5+ years of experience in Growth, Business Development, Commercial Management or related leadership roles within banking fintech or payments. 
- Proven experience managing teams and delivering measurable business growth. 
- Strong understanding of transactional business models, banking economics and customer lifecycle management. 
- Ability to translate analytics into commercial action plans. 
- Strong leadership, stakeholder management and negotiation skills. 
- Knowledge of RA legislation regarding banking and payments. 
- Proficiency in Armenian, Russian, and English (written and spoken) is required

- Strategic Thinking – ability to define growth vision and commercial roadmap. 
- Leadership & Coaching – building high-performing growth teams. 
- Commercial Mindset – maximizing value, revenue, and profitability. 
- Analytical & Data-Driven – using insights to accelerate growth. 
- Execution & Ownership – delivering ambitious growth targets. 
- Innovation-Oriented – creating new partnerships and growth models.

We are looking for a Head of Product Implementation & Growth Unit to lead the development, growth and commercial performance of the Bank’s digital-first retail product portfolio.

Head of Product Implementation & Growth Unit

- Software installation and configuration for newly installed ATMs and cash-in/cash-out machines (CRMs) 
- Technical and software maintenance of ATMs and cash-in/cash-out machines 
- Conducting preventive maintenance and inspections 
- Online monitoring of ATMs and cash-in/cash-out machines 
- Participation in the cash loading/unloading process of ATMs and cash-in/cash-out machines 
- Retrieval of retained cards 

- Higher education in a technical, mathematical, or economics-related field
- At least two years of work experience in the banking sector
- At least one year of experience working with ATMs
- Strong communication skills
- Proficiency in MS Office
- Excellent command of the Armenian language
- Good knowledge of Russian and English languages

Ensuring the uninterrupted operation of ATMs, performing preventive maintenance, and carrying out cash loading/unloading.

Lead Specialist, ATM and POS Terminal Maintenance Department

- Preparation and submission to the Bankruptcy Court of applications for declaring a debtor bankrupt and registering claims; review and analysis of files related to problematic bankruptcy cases, court decisions and correspondence received from the court, correspondence and other documents submitted by bankruptcy administrators, as well as correspondence and information received regarding procedural actions; representation of the Bank’s interests before the Bankruptcy Court, Civil Court of Appeal, and Court of Cassation of the Republic of Armenia, based on the legislation of the Republic of Armenia and the Bank’s internal legal acts. 
- Participation in auctions related to bankruptcy proceedings and acquisition of property; state registration of ownership rights; elimination of obstacles arising during the state registration process. 
- Review, analysis, and clarification of legal documents; preparation of proposals, legal opinions, and conclusions, including procedural documents such as responses to statements of claim, objections, legal positions, counterclaims or motions for interim measures, appeals, and other procedural actions.


- Higher legal education (possession of a lawyer’s license or a bankruptcy administrator’s license will be considered an advantage) 
- At least 2 years of professional work experience in bankruptcy cases (experience working in the banking sector in the areas specified above will be considered an advantage) 
- Good knowledge of the Constitution of the Republic of Armenia, the Civil Code of the Republic of Armenia, the Civil Procedure Code of the Republic of Armenia, the Law of the Republic of Armenia “On Bankruptcy”, the Law of the Republic of Armenia “On Public Auctions”, laws regulating banking activities, and other relevant legal acts 
- Knowledge of MS Office, Mulberry, and HԾ software 
- Excellent command of the Armenian language, both written and spoken 

Ensuring legal and judicial proceedings in bankruptcy cases involving customers with problematic loans, with the aim of recovering outstanding obligations.

Senior Lawyer, Distressed Assets Recovery Division – Bankruptcy Cases

- Ensuring the document flow of the service, working with the Mulberry program, 
- Preparing reports and analyses related to the functions of the service, 
- Preparing and submitting applications for the issuance of writs of execution, monitoring deadlines, as well as monitoring the process of whether or not they have been sent to the Compulsory Enforcement Service by the courts, 
- Preparing drafts of petitions, applications and other procedural documents, 
- Necessary work arising from his functions with the AS Bank program, 
- Maintaining and fulfilling the requirements and obligations set forth in the relevant internal legal acts of the Bank related to his work functions, 
- Performing other functions contributing to the normal work of the service, 
- Fulfilling written and oral instructions of the Director of the Legal Department and the Head of the Service.

Responsibilities

- ducation and Special Skills/Competencies
- Excellent command of MS Office 
- Higher education, preferably in Law or Economics 
- Knowledge of legislation regulating banking activities 
- Excellent written and verbal communication skills in Armenian 
- Proficiency in Russian and/or English

- At least 1 year of relevant work experience in the banking system of the Republic of Armenia or in another financial institution

Work Experience

- Analytical skills 
- Ability to quickly orient and adapt 
- Excellent skills in structuring and articulating ideas 
- Organizational skills, including time management and meeting deadlines 
- Effective communication skills 

Competencies

Clerical support for the Court Cases Service of the Legal Department, preparation of analyses and required documents

Leading Specialist (Clerk-Analyst) of the Court Cases Service, Legal Department

- Perform gold valuation in accordance with established procedures.
- Enter customer applications into the system for obtaining loans secured by gold collateral.
- Perform cross-selling of other banking products.
- Prepare and complete loan documentation packages for loans secured by gold collateral.
- Perform verbal and written assignments provided by the Branch Manager.
- Submit recommendations to the Branch Manager regarding ongoing work processes.

- Knowledge of jewelry and gold valuation practices, with relevant qualification.
- At least 1 year of work experience.
- Proficiency in Armenian.
- Knowledge of Russian.
- Computer literacy.

Required Qualifications

Conducting gold valuation and processing loans secured by gold collateral.

Jeweler for the Yerevan Branch Network

- Registration and maintenance of virtual merchant outlets (e-Commerce Merchants) and other terminals in the processing system. 
- Certification of payment terminals. 
- Monitoring in the SmartVista system and investigation of disputed/problematic transactions. 
- Implementation of new projects in the processing system, including the execution of the required testing procedures. 
- Ensuring compliance with the mandatory requirements of payment and settlement systems. 

- Higher education in Economics, Mathematics, or a Technical field. 
- At least 1 year of work experience in the banking sector. 
- Experience working with card payment systems is considered an advantage. 
- Knowledge of the legislation and regulations governing payment and settlement systems. 
- Proficiency in Microsoft Office. 
- Willingness to work in cross-functional teams and collaborate with different departments. 
- Strong sense of responsibility and commitment to achieving team objectives. 
- Ability to manage conflict situations constructively and propose effective solutions. 
- Ability to work effectively under established deadlines. 
- Proficiency in Armenian, Russian, and English (both written and spoken).

Ensure the integration, certification, registration, and maintenance of merchant outlets in the processing system.

Chief Specialist of Card Issuance and Payment Services Department

- Develop creative ideas and integrated marketing communication campaigns for the Bank's products, services, and corporate initiatives. 
- Plan, coordinate, and execute marketing campaigns across all communication channels. 
- Develop key campaign messages, communication plans, content, and customer-facing materials. 
- Collaborate closely with the Product, Sales, Customer Experience, Digital, Branch Network, Human Resources, Legal, Compliance, and other departments to ensure effective marketing communications. 
- Support new product launches by developing customer-centric messaging and Go-to-Market (GTM) communication plans. 
- Work with graphic designers and creative agencies to develop visual materials aligned with the Bank's brand identity. 
- Prepare creative briefs for the development of marketing and communication materials. 
- Manage campaign timelines, stakeholder engagement, approvals, and, where applicable, budgets, ensuring successful project delivery from concept through launch. 
- Ensure consistent application of the Bank's brand messaging and visual identity across all communication channels. 
- Analyze campaign performance, evaluate effectiveness, and provide recommendations for improvement based on data insights and business objectives. 
- Monitor market trends, customer behavior, and competitors' activities to identify new communication opportunities and innovative ideas. 
- Contribute to the development of the Bank's brand and the continuous enhancement of its marketing communication standards.

- Higher education in Marketing, Communications, Business Administration, Public Relations, or a related field. 
- At least 2–5 years of professional experience in marketing communications, brand management, advertising, or a related field. 
- Proven experience in developing and executing integrated marketing campaigns. 
- Excellent content creation and copywriting skills. 
- Knowledge of product management principles or experience working with product teams will be considered an advantage. 
- Knowledge of Customer Journey, Product Positioning, and Go-to-Market (GTM) communications is desirable. 
- Excellent communication, presentation, and stakeholder management skills. 
- Creative mindset, strong attention to detail, and problem-solving abilities. 
- Good command of Russian or English.

We are looking for a creative and proactive Marketing Specialist who will develop and execute marketing campaigns, support the achievement of business objectives, and drive customer engagement.

Marketing Communications Specialist

- Create, edit, and update website content in accordance with SEO and UX principles.
- Prepare SEO-optimized content based on keyword research, search intent analysis, and competitive analysis.
- Develop and optimize on-page SEO elements, including page titles, meta descriptions, headings, and internal linking structures.
- Analyze existing website content and propose improvements aimed at increasing organic visibility and conversion potential.
- Prepare content for news articles and other website materials while maintaining SEO requirements and brand guidelines.
- Collaborate with marketing, design, digital, and other internal teams to coordinate content publishing and updates.
- Ensure that published content complies with business requirements, brand communication style, and applicable regulatory requirements.
- Participate in improving the website’s content structure by contributing to better page organization, readability, and SEO performance.


- Professional experience in SEO content writing, website content management, or a related field.
- Excellent writing, editing, and proofreading skills in Armenian and English.
- Strong understanding of keyword research, search intent, on-page SEO, and content optimization principles.
- SEO-oriented, structured, and data-driven mindset.
- Ability to write clear, logical, and search-engine-friendly content.
- Attention to detail, ability to work independently, and meet deadlines.
- Knowledge of website content structuring, page architecture, and user behavior fundamentals will be considered an advantage.


The contract is fixed-term, with an initial duration of 1.5 years.

Job conditions

The specialist will be responsible for creating, editing, and optimizing website content with the aim of improving search engine visibility, organic traffic, and page performance.

SEO Content Manager

- Develop and continuously enhance the Bank’s People Analytics framework, methodologies, dashboards, and key people metrics to support data-driven decision-making.
- Collect, consolidate, analyze, and interpret workforce and people data across the entire employee lifecycle to identify trends, risks, opportunities, and areas for improvement.
- Analyze key people indicators, including workforce demographics, turnover, retention, absenteeism, recruitment effectiveness, employee performance, talent pipeline, succession readiness, career mobility, learning effectiveness, employee engagement, and organizational effectiveness.
- Conduct diagnostic and predictive analytics to identify root causes of workforce challenges, forecast future trends, and provide actionable recommendations.
- Prepare executive-level analytical reports, dashboards, and presentations translating complex data into meaningful insights and strategic recommendations.
- Define and continuously improve People KPIs, measurement methodologies, and analytical models to evaluate the effectiveness and business impact of People & Culture initiatives.
- Partner with stakeholders to identify analytical needs, define reporting requirements, and support strategic workforce and organizational decisions.
- Ensure the accuracy, consistency, integrity, and effective utilization of workforce data through strong data governance and collaboration with relevant stakeholders.
- Benchmark internal and external people metrics, identify best practices, and recommend improvements to enhance organizational capability and employee experience.
- Support the digitalization and automation of People Analytics processes and promote a data-driven culture within the Bank.

- Bachelor's degree in Data Analytics, Statistics, Mathematics, Economics, Business Administration, Human Resources, Information Systems, Computer Science, or a related field.
- At least 2 years of experience in HR Analytics, Business Analytics, Data Analytics, or a similar analytical role.
- Experience in developing dashboards, KPIs, reports, and analytical models to support business decision-making.
- Knowledge of strategic HR management and modern organizational development approaches.
- Advanced proficiency in Microsoft Excel. 
- Hands-on experience with data visualization tools such as Power BI, Tableau, or equivalent.
- Working knowledge of SQL and experience querying relational databases.
- Knowledge of statistical analysis techniques and predictive analytics methodologies.
- Familiarity with HR Information Systems (HRIS).
- Strong analytical and problem-solving skills.
- Excellent presentation and data storytelling skills with the ability to interpret complex datasets and generate actionable insights.
- Strategic and systemic thinking.
- Attention to detail and commitment to data quality.
- Growth mindset with a strong desire and ability for continuous development and learning
- Ability to manage multiple priorities and work with large datasets.
- Strong stakeholder management, collaboration, and consulting skills.
- Excellent written and verbal communication skills.
- High ethical standards and ability to maintain confidentiality.
- Willingness to take ownership of processes.
- Ability to work in a team.
- High sense of discipline and responsibility.
- Excellent command of Armenian and English; good knowledge of Russian.

The People Data Analyst is responsible for the development, implementation, and continuous enhancement of the Bank’s People Analytics framework.

People Data Analyst

- Execution of the necessary agreements related to the financing instruments provided within the Bank’s system (loan, credit line, overdraft, bank guarantee, financial lease (leasing), financing against assignment of monetary claim (factoring)), including their formalization, notarization, and state registration of the resulting rights
- Organization of state registration of pledged assets, including the imposition of encumbrances
- Execution of release procedures for collateral securing repaid loans and/or in accordance with a decision made by the Bank’s authorized body
- Provision of relevant consents regarding collateral securing loans, based on decisions of the Bank's Executive Board or positive conclusions issued by the relevant departments
- Formalization of adjustment, modification, and assignment of clients’ obligations


- Higher education in economics, law, or engineering
- At least 2 year of work experience in the financial-banking sector
- Knowledge of banking regulations and related legislation
- Leadership skills
- Communication skills
- Time management
- Analytical thinking
- Proficiency in MS Office and Mulberry 
- Basic knowledge of Russian or English


Formalization of clients' credit operations and their collateral in accordance with the RA law and the Bank's internal procedures.

Leading Specialist of Centralized Credit Operations Unit

- Perform real-time monitoring of transactions made with cards issued by the Bank and recorded in the SmartVista system.
- Conduct daily monitoring of transactions registered in the SmartVista system to prevent fraudulent activities through terminals serviced by the Bank.
- Review information received from payment and settlement systems and, based on analysis, identify suspicious transactions and potential fraudulent activities.
- Contact cardholders and conduct inquiries to verify transactions carried out using Bank-issued cards and at merchant service points.
- Maintain daily reports and records.
- Perform other duties and assignments as instructed by the immediate supervisor.

- Higher education degree.
- Professional knowledge and skills in payment card operations, fraud prevention, and transaction monitoring will be considered an advantage.
- Excellent knowledge of MS Office and the HԾ Bank software.
- Good command of English and Russian languages.
- Ability to work night shifts.
- Strong analytical skills.
- Effective time management skills.

Required qualifications

To perform continuous monitoring of transactions carried out using payment cards issued by the Bank and transactions conducted at service points through the Bank's monitoring systems.

Card Fraud Monitoring Specialist (Night Shift)

- Collect, consolidate, and process data from various sources.
- Perform data quality assessment, validation, and cleaning.
- Conduct statistical, exploratory (EDA), and predictive analyses.
- Develop, test, and deploy Machine Learning (ML) and Artificial Intelligence (AI) models.
- Create forecasting, classification, clustering, and optimization models.
- Prepare analytical reports, charts, dashboards, and presentations.
- Monitor model performance, evaluate results, and implement improvements.
- Collaborate with various departments to develop data-driven solutions and recommendations.
- Ensure compliance with data security and privacy requirements.

- Higher education in Data Science, Statistics, Mathematics, Economics, Computer Science, or related fields
- At least 2 years of experience in Data Science, data analysis, or machine learning
- Experience with Big Data processing is an advantage
- Strong knowledge of statistics and probability theory
- Good understanding of machine learning algorithms and methods
- Theoretical and practical knowledge of database design and SQL
- Excellent proficiency in Python (knowledge of other programming languages is a plus)
- Strong SQL skills for querying, processing, and analyzing data
- Experience with Pandas, NumPy, Scikit-learn, and other data/ML libraries
- Skills in using Tableau, Power BI, or other data visualization tools
- Practical experience in building, evaluating, and deploying machine learning models
- Knowledge of Git and version control systems is an advantage
- Proficiency in Russian and English (written and spoken)

Requirements

The Data Scientist is responsible for collecting, processing, analyzing, and modeling data from various organizational sources to enhance business process efficiency, 

Data Scientist

- Providing consultation, customer service, product sales, and cross-selling of products to individual customers; performing cash transactions for corporate clients 
- Processing various payments in the AS-Bank system and servicing fast money transfers (for both individual and corporate clients) 
- Providing consultations on banking services (including loans) and performing ARCA inquiries Issuing statements and certificates 
- Processing cash requests/excess cash returns between the main cash desk and other cash desks 
- Receiving loan applications (consumer unsecured loans, credit lines, and secured priority loans), preparing loan and collateral documentation according to established templates, and collecting loan packages 
- Achieving established monthly sales targets 
- Participating in ATM cash loading and unloading processes and, in the absence of the head of the Department, ensuring system processing 
- Providing support for the Bank–Customer system management 

- Higher education 
- Knowledge of legislation regulating banking activities 
- At least 1 year of work experience in the banking sector 
- Excellent knowledge of the law on combating money laundering and terrorist financing 
- Communication and negotiation skills 
- Customer-oriented mindset 
- Ability to make quick decisions 
- Flexibility 
- Good command of Russian and English (both spoken and written) 

Customer acquisition, customer service, identification of customer needs, direct and cross-selling.

Premium Customer Service Specialist

Working hours: 

- Providing consultation to current and potential customers regarding the services and products offered by the Bank
- Providing technical support regarding systems available to customers
- Conducting cross-selling through inbound calls
- Conducting outbound phone calls for sales promotion purposes to different target groups, as well as based on predefined lists, depending on the company's other needs
- Identifying customer issues, resolving them promptly, as well as transferring information regarding raised and unresolved matters to the relevant departments or direct supervisor
- Accepting customer complaints and suggestions received via phone calls and forwarding them to the employee responsible for handling requests and complaints
- Performing other ongoing tasks at the call center

- Higher education
- 1 year of work experience in customer service
- Knowledge of the legislation regulating banking activities
- Computer skills: Microsoft Office, AS Bank System
- Excellent communication and interpersonal skills
- Ability to work in a dynamic, fast-paced environment
- Teamwork ability
- Excellent knowledge of Armenian
- Good knowledge of Russian or English

 Necessary requirements

Informational calls support to current and potential Bank customers, correspondence via social media and other online platforms. Conducting outbound phone calls for sales promotion purposes.

Customer support specialist

- Manage and oversee the entire product lifecycle, from idea generation to launch, development, and optimization.
- Formulate and document business requirements as product requirements (BRD, PRD, User Stories).
- Manage and prioritize the product backlog in close collaboration with stakeholders.
- Collaborate with IT and other involved teams throughout all stages of the product lifecycle.
- Ensure effective cooperation with external vendors and partners.
- Participate in the product discovery process, including problem identification, solution design, validation, and testing.
- Analyze product performance and take responsibility for achieving defined KPIs and business outcomes.
- Identify new development opportunities and propose product improvement initiatives.

- Higher education in Economics, Management, Finance, or related fields
- At least 3 years of work experience in the banking system; experience in credit products or digital lending will be considered an advantage
- Practical experience in:
- applying Agile, Scrum, and Kanban methodologies
- using Jira and Confluence tools
- preparing and managing BRD, PRD, and User Stories documentation
- Strong knowledge of consumer lending, digital lending processes, and the customer journey
- Clear understanding of the full lifecycle of digital product development and management
- Knowledge of RA banking legislation, lending processes, and sector regulations
- Ability to effectively balance business requirements, technical constraints, and regulatory 

The Product Manager is responsible for the development, implementation, enhancement, and end-to-end lifecycle management of lending solutions across the bank’s digital platforms.

Product Manager

- Registration and maintenance of virtual trade points (e-Commerce Merchant) and ATMs
- Certification of terminals and ATMs
- Monitoring in the SmartVista system
- Implementation of new projects
- Ensuring compliance with mandatory requirements of payment and settlement systems

Job reponsibilities

- Higher education in Economics, Mathematics, or Technical Sciences
- At least 3 years of experience in the banking system
- At least 2 years of experience with card payment and settlement systems
- Knowledge of legislation and rules regulating payment and settlement systems
- Proficiency in MS Office
- Willingness to work in multifunctional teams and cooperate with different departments
- High sense of responsibility and orientation toward achieving team goals
- Ability to manage conflict situations constructively and propose solutions
- Ability to work within strict deadlines
- Proficiency in Russian and English (written and spoken)

Ensure integration, certification, registration, and maintenance of the bank’s service points and ATMs within the processing system.

Chief Specialist of the Card Issuance and Payment and Settlement Services Unit

- Investigation of card transactions across various payment systems, analysis and resolution of issues arising in the course of card servicing, and provision of necessary information
- Handling telephone inquiries from the branch network
- Creation and modification of card standards
- Maintenance of the database of retained cards
- Activation of privileges for premium cardholders and management of the relevant database
- Maintenance of the card delivery database and verification of delivery service invoices
- Execution of other functions defined by the Bank’s internal regulations and procedures

 Job responsibilities

- Higher education
- At least one year of work experience in the banking system. Experience in card issuance and payment/settlement systems is desirable
- Knowledge of legislation regulating banking and payment systems
- Ability to quickly adapt and work effectively in a changing environment
- Ability to handle multiple tasks simultaneously and meet tight deadlines
- Communication and negotiation skills
- Knowledge and application of business ethics standards
- Good knowledge of MS Office, Mulberry, Smart Vista software
- Good knowledge of Russian and/or English languages

Required skills

Telephone support for the branch network. Investigation of problematic local and international card transactions.

Chief Specialist of the Card Remote Service and Reporting Department

- Create, maintain and regularly update the supplier database. 
- Conduct market research, identify the best price-to-quality ratio according to requirements and optimize procurement processes. 
- Negotiate with partners and suppliers. 
- Organize the procurement process based on purchase requests and conduct tender procedures. 
- Coordinate product design, quality specifications and other requirements with relevant departments when necessary. 
- Prepare, review, negotiate and execute contracts monitor contractual obligations, warranty, and post-warranty services. 

Job Responsibilities

- Higher education degree. 
- At least 2 years of work experience
- Strong negotiation skills. 
- Excellent communication and interpersonal skills. 
- Ability to work in a dynamic and fast-changing environment. 
- Ability to work effectively in a team. 
- Proficiency in MS Office. 
- Knowledge of Russian and/or English.

Organization of necessary purchases for the needs of the bank

Procurement Chief Specialist

- Managing, supervising, and organizing processes related to the Compulsory Enforcement Service (CES) and tax liens/seizures.
- Managing, supervising, and organizing accounts of bankrupt, deceased, or restricted customers.
- Organizing operations related to problematic customer databases and blacklists.
- Organization of functions for repayment of problematic loans with various transit accounts
- Approving and supervising account operations, deposits, cash-outs, and other transactions.
- Organizing the preparation and dispatch of centralized responses to non-standard customer inquiries/applications.
- Organizing the preparation and dispatch of responses to inquiries from audit firms, bankruptcy managers, and legal counsels (lawyers).
- Organizing and ensuring the uninterrupted operation of the department’s functions 

- Higher education in Economics 
- At least 3 years of experience in the banking sector (experience related to the mentioned functions is highly desirable) 
- Knowledge of banking legislation and regulations 
- Team management experience 
- Analytical and managerial skills 
- Strong communication skills 
- Excellent knowledge of AS-Bank system, MS Office, and Excel 
- Knowledge of Russian and English languages will be considered an advantage 

Organization, execution, approval, and control of post-operational functions related to customer accounts in accordance with the laws of the Republic of Armenia and the Bank’s internal procedures.

Head of Account Maintenance and Depositary Unit

- Define and own the growth strategy for digital products, aligned with the bank’s strategic and financial objectives. 
- Drive customer acquisition, activation, engagement, retention and monetization across digital channels. 
- Identify and prioritize growth opportunities across payments, cards, lending, bundles and onboarding journeys. 
- Build and optimize commercial models, pricing approaches and revenue streams. 
- Benchmark competitors and market trends to strengthen market positioning. 
- Lead, mentor and develop the Growth Managers team. 
- Establish clear ownership and accountability for product performance metrics. 
- Coordinate with Product, Marketing, CRM, Data, IT and Sales teams to execute growth initiatives. 
- Build strategic partnerships with payment networks, fintechs, merchants, telecoms, lifestyle and ecosystem partners. 
- Ensure strong governance and reporting on business performance and growth pipeline. 
- Develop lifecycle strategies to improve activation, repeat usage, cross-sell, and retention. 
- Work with CRM and Marketing teams to design targeted campaigns and personalized customer journeys. 
- Increase adoption of digital products through customer education, incentives, and promotions. 
- Strengthen customer loyalty through bundled offers and ecosystem propositions. 
- Define and monitor key growth metrics such as acquisition, MAU, adoption, retention and revenue growth. 
- Use quantitative and qualitative insights to optimize growth levers. 
- Build business cases for new initiatives and assess ROI. 
- Partner with Marketing/Data/CRM teams to implement A/B testing, segmentation, and performance dashboards. 

Job responsibilities 

- Bachelor’s or Master’s degree in Business, Finance, Marketing, Economics or related field. 
- 5+ years of experience in Growth, Business Development, Commercial Management, or related leadership roles within banking, fintech or payments. 
- Proven experience managing teams and delivering measurable business growth. 
- Strong understanding of digital business models, banking economics and customer lifecycle management. 
- Ability to translate analytics into commercial action plans. 
- Strong leadership, stakeholder management, and negotiation skills. 
- Knowledge of RA legislation regarding banking and payments. 
- Proficiency in Armenian, Russian, and English (written and spoken) is required. 
- Strategic Thinking – ability to define growth vision and commercial roadmap. 
- Leadership & Coaching – building high-performing growth teams. 
- Commercial Mindset – maximizing value, revenue, and profitability. 
- Analytical & Data-Driven – using insights to accelerate growth. 
- Execution & Ownership – delivering ambitious growth targets. 
- Innovation-Oriented – creating new partnerships and growth models.

Necessary requirements 

We are seeking a Head of Digital Business Development Unit to lead the commercial growth, customer acquisition, activation and monetization of the bank’s digital products portfolio. 

Head of Digital Business Development Unit

- Daily monitoring and analysis of transactions based on files exported from AS/SmartVista systems.
- Monitoring in the SmartVista system of real-time transactions performed with bank-issued cards at service points.
- Daily monitoring of cases recorded in the SmartVista system for fraud prevention purposes related to POS terminals serviced by the Bank.
- Review of service point registration applications for risk assessment purposes.
- Contacting cardholders and conducting inquiries to verify transactions performed with bank-issued cards at service points.
- Analysis of compromised cards – ADC Report.
- Analysis of information received from payment systems and identification of risky transactions and fraud cases based on the analysis.
- Maintenance of daily reports.
- Execution of other tasks assigned by the direct supervisor.

- Higher education in economics, finance, or technical fields.
- At least 1 year of work experience in the banking system.
- Knowledge of legislation regulating banking activities.
- Professional knowledge and skills in payment card operations, fraud prevention, and monitoring — considered an advantage.
- Knowledge of AS Bank, SmartVista, and MS Office software systems.
- Excellent command of Armenian and good knowledge of English and Russian.
- Analytical skills.
- Ability to quickly detect unusual behavior.
- Time management skills.

Conducting analysis of transactions carried out with cards issued by the bank and at commercial service points. Identifying risky and suspicious transactions, establishing contact with cardholders to verify transactions. 

Leading specialist in card fraud monitoring

- Providing consultations to corporate and SME clients within leasing financing, conducting site visits and analyzing business activities
- Collecting, verifying, and systematizing information required for the analysis of leasing applications in appropriate templates
- Cooperating with relevant departments of the bank to prepare and submit professional opinions
- Presenting leasing applications at Executive Board and/or Credit Committee meetings
- Performing current tasks assigned by the supervisor

Job responsibilities:

- Higher education (Finance, Economics)
- At least 1 year of experience in analytical work
- Skills in financial analysis and risk assessment
- Good knowledge of accounting
- Proficiency in Excel and analytical tools
- Strong communication and negotiation skills
- Excellent time management abilities
- Excellent knowledge of Armenian (written and spoken)
- Knowledge of Russian and/or English will be considered an advantage

Necessary requirements:

Conducting a comprehensive analysis of the financial condition, business activities, and risks of corporate and SME clients within the framework of leasing applications.

Chief Analyst of the Leasing Operations Service

- Identify and attract new clients (SMEs and large companies)
- Organize meetings with clients and present proposals
- Sell passive products (bank accounts, deposits, international transfers, FX, POS terminals, etc.)
- Maintain and service the passive portfolio, provide client consultation, support, and problem resolution
- Identify client needs (through calls, negotiations, and analysis) and perform cross selling.
- Ability to set individual terms and tariffs for servicing bank accounts for clients.
- Collect documentation related to client account servicing and cooperation with other departments

- Higher education
- At least 2 years of experience in banking or a related field
- Knowledge of banking regulations and legislation
- Knowledge of accounting is an advantage
- Strong communication skills
- Time management skills
- Negotiation skills
- Proficiency in Armenian (written and spoken)
- Knowledge of Russian or English

Identify and attract corporate clients. Sell commission-based business products (services), manage relationships with corporate clients, and ensure growth of commission business.

Client Manager

- Providing consultation, visiting business locations, and analyzing business activities within the framework of corporate business clients’ business lending 
- Collection and verification of information required within the framework of corporate business client analyses
- In cooperation with relevant bank departments, preparing and submitting appropriate conclusions regarding the activities of business entities within corporate lending 
- Presenting loan applications to the Executive Board and/or Credit Committee meetings 
- Transferring the complete package to the relevant bank department for further organization of the lending process 
- Ensuring the financing procedure for corporate business clients
- Fulfilling current instructions of the manager 

- Higher education 
- At least three years of relevant work experience 
- Knowledge of banking legislation
- Knowledge of financial analysis 
- Knowledge of accounting 
- Strong communication skills 
- Time management skills 
- Negotiation skills 
- Excellent knowledge of Armenian (written and spoken) 
- Knowledge of Russian and/or English will be considered an advantage 

Analysis of the financial condition of corporate clients.

Chief specialist of Corporate Business Analysis

- Develop and establish strong relationships with corporate clients 
- Analyze clients’ needs and offer relevant banking products (loans, trade finance, cash flow management, etc.) 
- Manage the corporate client portfolio, ensuring profitability and growth 
- Prepare proposals for credit and non-credit products 
- Monitor clients’ financial performance and compliance with credit terms 
- Perform cross-selling to increase the bank’s profitability 
- Monitor market developments and competitors 
- Ensure compliance with internal policies and regulatory requirements 
- Collaborate with other bank departments (legal, operations, risk, finance, etc.)

- Higher education in Finance, Economics, Business Administration, or a related field 
- 3–7 years of work experience in corporate banking or the financial sector 
- Knowledge of financial analysis and accounting, and strong credit assessment skills 
- Excellent communication and negotiation skills 
- Customer-oriented mindset and relationship management skills 
- Good knowledge of banking products and financial markets 
- Proficiency in MS Office 
- Good command of English and Russian languages 

The Corporate Banking Relationship Manager is responsible for developing long-term relationships with clients, offering financial solutions, and ensuring client satisfaction, thereby contributing to business growth.

Corporate Banking Relationship Manager

- End-to-end management of POS, vPOS, mPOS, and FacePass services
- Attracting and launching new partners (merchants)
- Process management from the initial application to final activation
- Coordinating the installation, configuration, and launch of terminals
- Supervising the activation of features such as Refunds, Installments, and other functionalities
- Monitoring and analyzing transactions
- Risk assessment and making informed decisions
- Collaborating with marketing, IT, and sales teams
- Conducting negotiations with partners
- Proposing service improvements and innovative solutions
- Market research and identifying growth opportunities.

 Responsibilities:

- Higher education (Finance, Business, or a related field)
- Work experience in banking or payment systems (preferred)
- Strong communication and negotiation skills
- Proficiency in Armenian, Russian, and English
- Good knowledge of MS Office 
- Knowledge of the ArmSoft 
- Analytical thinking and problem-solving skills.

Requirements:

We are looking for a responsible and proactive manager to handle the development, implementation, and management of the bank's terminal products (POS, VPOS, MPOS, FacePass), ensuring sales growth and efficient service organization.

Terminal Product Sales and Service Manager

- Involvement of retail credit, card and small business customers, identification of requirements, direct and cross sales using AS-Bank system templates
- Acceptance of loan applications, formulation of loan and collateral in AS-Bank system, formation of loan granting order, collection of loan packages
- Opening, reissuing and closing of plastic cards
- With the purpose of customers and salary projects attraction: making presentations, participating in BTL-promotions organized by the Bank and "Bank at work" events
- Organization and implementation of credit transactions concluded with legal entities and natural persons 
- Execution of monthly sales plans

- Higher education, preferably in finance, accounting and economics spheres
- One year of work experience in banking or related fields (working experience of a credit specialist is desirable)
- Knowledge of banking and operations, banking legislation
- Analytical thinking
- Communication skills
- Teamwork ability
- Ability to work under well-defined deadlines
- Ability to make quick decisions, orientated in problematic situations
- Good knowledge of Microsoft Office, knowledge of AS-Bank system is desirable
- Excellent command of Armenian, good knowledge of English and Russian languages is desirable

Performs direct and cross sales of banking products, including payroll project  engagement and quality service

Financial Adviser | Yerevan Branch Network

- Initial training and continuous learning
- Practical experience in a real banking environment
- Work with experienced professionals
- A deep understanding of banking products and processes
- Step-by-step development on the job
- Opportunity to understand the bank as a complete system 

What awaits you? / What to expect:

- Welcome customers and understand their needs
- Present and sell banking services
- Perform cash and non-cash transactions
- Carry out payments and transfers
- Activate online and mobile banking services
- Ensure fast and high-quality service

What you will do

- Mobile/Roving role across different branches (Yerevan)
- Opportunity to gain experience in different teams and environments
- Ensuring continuity of customer service

Work format


- Motivated young individuals who see their career growth in the financial and banking sector
- Graduates of the last 3 years or senior-year students
- Communication and sales skills
- Ability to orientate quickly 
- High sense of responsibility


Learn, work, develop and become a banking specialist.

Who we are looking for

Start your career at Amio Bank, even if you don't have work experience yet! We are looking for motivated and customer-centric candidates to join our team and begin their journey through training, hands-on experience, and professional growth.

Customer Service Consultant (Mobile)

- Performance of retail credit and small business customer acquisition, demand discovery, direct and cross-selling,
- Analysis of the client's financial and economic activity and creditworthiness assessment in compliance with the internal legal acts of the bank,
- Acceptance of customers’ applications,
- Consultation on banking services,
- ACRA survey conduction,
- Formation of the credit case within jurisdiction, insurance of the accuracy and completeness of the documents submitted for granting the loan, in accordance with the established procedure, and submission it to the decision-making body (department) for consideration,
- Implementation of actions and other activities aimed at the development of small businesses
- Ongoing service and provision of consultations to clients who are small business entities

- Higher economic or technical education
- Knowledge of legislation and regulatory framework governing banking activities
- At least one year of work experience in the financial and banking system
- Experience in data analysis and visualization
- Computer skills (proficiency in Microsoft Excel)	
- Excellent command of Armenian language
- Knowledge of Russian and/or English languages

Implementation of direct and cross selling of banking products for small business entities.

SME Manager | «Nalbandyan» Service Center

**Education and Special Skills/Competencies**

- Excellent command of MS Office 
- Higher education, preferably in Law or Economics 
- Knowledge of legislation regulating banking activities 
- Excellent written and verbal communication skills in Armenian 
- Proficiency in Russian and/or English

**Work Experience**

- At least 1 year of relevant work experience in the banking system of the Republic of Armenia or in another financial institution

**Competencies**

- Analytical skills 
- Ability to quickly orient and adapt
- Excellent skills in structuring and articulating ideas
- Organizational skills, including time management and meeting deadlines
- Effective communication skills 

- Develop, implement and improve the Bank’s compensation and benefits policy in alignment with the Bank’s overall objectives.
- Participate in the design, implementation and ongoing management of the job grading system, ensuring internal equity and external market competitiveness.
- Develop and update job descriptions for all positions within the Bank, ensuring alignment with business needs.
- Participate in budgeting, financial and workforce strategic planning processes, in close collaboration with the Finance Department and other relevant units.
- Develop, implement and continuously improve incentive programs, ensuring their alignment with the specific characteristics and objectives of different Bank departments.
- Analyze trends in the banking compensation market and provide recommendations to enhance competitiveness.
- Implement HR projects aimed at improving organizational efficiency.
- Conduct in-depth HR data analysis and prepare reports for senior management.
- Ensure compliance with the RA Labor Code, as well as internal and external banking regulations.

Main responsibilities

- Higher education in Human Resource Management, Economics, Finance, Management, or a related field
- At least 2 years of experience in compensation and benefits management, preferably in the banking or financial sector
- Advanced knowledge of Excel; knowledge of HR information systems (HRIS)
- Excellent knowledge of Armenian and English; good knowledge of Russian
- Strong analytical thinking and data handling skills
- Excellent communication and presentation skills
- Strong attention to details
- Ability to work in a team and maintain confidentiality
- Time management skills
- High sense of discipline and responsibility


We are looking for a Senior Compensation and Benefits Specialist, who will be responsible for the development, implementation, and continuous improvement of the Bank’s compensation 

Senior Compensation and Benefits Specialist

- Participate in the implementation of new products in the Bank’s systems and configure related solutions
- Analyze new business and regulatory requirements, propose solutions, perform testing, and support implementation
- Perform updates of operating systems, test and deploy new versions
- Test new system modules, identify and log defects
- Monitor business processes and system logs, conduct analysis, and propose solutions
- Oversee end-of-day operations in the AS Bank system, perform monitoring, analyze issues, and optimize processes
- Register users, assign access rights, and provide technical support
- Support and analyze system-related requests and issues from all Bank departments
- Ensure uninterrupted operation of the Bank’s systems
- Perform other duties assigned by the service or department manager

- Higher education
- At least 2 years of experience in IT or customer support
- Knowledge of banking legislation and regulations
- Strong teamwork and collaboration skills
- Good communication skills
- Analytical thinking
- Excellent knowledge of Armenian
- Knowledge of Russian and English is a plus

AMIO Bank is seeking a Core Operational System Administrator who will manage systems, automate processes, administer users, and ensure stable system operation of our Core banking system. 

Core Operational System Administrator 

- Support the implementation of new products and related solutions in operational systems.
- Analyze new business/legal requirements, propose solutions, perform testing, and deploy them into the production environment.
- Contribute to process optimization by proposing technical improvements.
- Test new system versions, identify issues, and ensure their resolution.
- Perform module testing, document and report detected defects.
- Support departments in resolving IT‑related questions and issues.
- Monitor processes and system logs, report problems to the supervisor, and propose solutions.
- Ensure the smooth and continuous operation of systems.

- Higher education (technical background is considered an advantage).
- At least 2 years of experience in customer service, service quality or complaint analysis.
- Analytical thinking and data‑handling skills.
- Knowledge of AS, Service Desk, and customer feedback tools is an advantage.
- Excellent interpersonal, communication, and negotiation skills.
- Customer‑oriented mindset, initiative, and high sense of responsibility.
- Excellent knowledge of Armenian, Russian, and English languages.

AMIO Bank is looking for a motivated Applications Administrator who will ensure the uninterrupted operation of banking systems and will participate in the testing and implementation of new solutions.

Application Administrator

Financial Adviser | «Vanadzor» Branch

Performs direct and cross sales of banking products, including payroll project  engagement and quality service.

Financial Adviser | «Kentron» Branch

- Execution of the necessary agreements related to the financing instruments provided within the Bank’s system (loan, credit line, overdraft, bank guarantee, financial lease (leasing), financing against assignment of monetary claim (factoring)), including their formalization, notarization, and state registration of the resulting rights,
- Organization of state registration of pledged assets, including the imposition of encumbrances,
- Execution of release procedures for collateral securing repaid loans and/or in accordance with a decision made by the Bank’s authorized body,
- Provision of relevant consents regarding collateral securing loans, based on decisions of the Bank's Executive Board or positive conclusions issued by the relevant departments,
- Formalization of adjustment, modification, and assignment of clients’ obligations.

- Higher education in economics, law, or engineering
- At least 2 year of work experience in the financial-banking sector
- Knowledge of banking regulations and related legislation
- Leadership skills
- Communication skills
- Time management
- Analytical thinking
- Proficiency in MS Office and Mulberry 
- Excellent command of Armenian
- Basic knowledge of Russian or English

- Preparation of applications for declaring bankruptcy and registering the claim, submission to the bankruptcy court, study and analysis of problematic bankruptcy case packages, judicial acts and documents received (issued) from the court, documents submitted by bankruptcy administrators, correspondence and information received on procedural actions, and based on them, representation of the Bank's interests in the bankruptcy court, civil courts of appeal and cassation, in accordance with the legislation of the Republic of Armenia and the Bank's internal legal acts,
- Participation in auctions and acquisition of property in bankruptcy cases, state registration of property rights, elimination of obstacles arising during state registration,
- Study of legal documents, analysis, clarification, proposal, opinion, conclusion, including procedural: response to the claim, objection, position, counterclaim or security, complaint and other procedural actions.

- Higher legal education,
- At least 2 years of professional experience in bankruptcy cases,
- Work experience in the banking system regarding the specified sectors will be considered an advantage,
- Having a lawyer, bankruptcy manager license or any work experience in the specified sectors will be considered an advantage,
- Good knowledge of the RA Constitution, the Civil Code of the Republic of Armenia, the Civil Procedure Code of the Republic of Armenia, the RA Law “On Bankruptcy”, the RA Law “On Public Procurement”, laws regulating banking activities and other relevant legal acts,
- Internet, computer skills, Ms Office proficiency 
- Knowledge of the AS-Bank 4.0 system will be considered an advantage,
- Excellent oral and written command of the Armenian language.

Provision of legal and judicial processes aimed at debt recovery in bankruptcy proceedings of clients with non-performing (problematic) loans

Senior lawyer

- Problematic loans accounting and data entry on current statuses into the Bank's register of problematic loans
- Problematic loans accounting and recording information on current statuses in the Bank's registry of problematic loans
- Preparation, sending, recording and storage of written notices to be sent to customers notifying proper fulfillment of loan obligations and the Bank's imposition of extrajudicial foreclosure on the property that is the subject of collateral
- Customer service and technical support to ensure proper performance of problematic loan obligations
- Identifying issues with borrowers that hinder or delay loan repayment and submission of relevant proposals to the head of the service 
- Analysis of problem loans, submission of recommendations
- Collection and analysis of information on problematic borrowers
- Performing other assignments by the immediate supervisor

- Higher education in Economics
- 2 years of banking experience in the fields of lending and non-performing asset recovery
- Skills in financial analysis and working with databases
- General knowledge of legislation regulating the banking activities
- Negotiation skills, ability to analyze information and financial data, proficiency in creditworthiness assessment models
- Ability to work under tight deadlines and in high-pressure situations
- Proficiency in MS Office and the AS Bank system
- Skills in analyzing financial indicators of legal entities 
- Communication skills
- Excellent command of spoken and written Armenian language

Implementation of works aimed at the recovery of problematic corporate assets of the Bank.

Leading specialist of Corporate Distressed Assets Recovery Unit

Call Center Specialist

- Preparation and provision of monthly fuel consumption reports and documentation related to vehicle repairs
- Participation in the work of the committee responsible for inventory and operational accounting of material assets in the bank
- Implementation of the department's administration
- Fulfillment of other assignments given by the Head of the Department and the Operations Manager
- Acting as Deputy Head of the Department when necessary

Responsibilities:

- Higher economic or technical education
- At least one year of work experience in the banking system
- Strong communication skills
- Time management 
- Analytical thinking
- Stress resistance
- Proficiency in MS Office and Mulberry 
- Excellent command of Armenian
- Knowledge of Russian and/or English

Ensuring cooperation and document circulation with the Bank’s internal and external partners, preparation of reports, applications, and acts.

 Leading Specialist of Administrative Services

1.	**Periodic monitoring**
- Conduct regular monitoring of the Bank’s Sky service (call center), including call reviews, video banking service checks, and reviews of written platforms.
- Perform periodic monitoring of the Bank’s branch network by visiting branches and reviewing recordings.
- Discuss the information collected from these observations with relevant departments and, if necessary, participate in corresponding projects or provide recommendations.

2.	**Involvement in projects from the customer experience perspective** (_journey mapping_).

- Study the complete customer “journey,” provide relevant recommendations to the responsible teams, and monitor the implementation of those recommendations.

3. **Promotion of a customer-centric culture**.

- Develop a customer-centric culture within the Bank, ensuring that customers’ needs and perspectives are considered in all decision-making processes. Review responses, emails, and messages sent to customers across all possible channels. Create standards/scripts for frontline staff when necessary.

- Bachelor’s degree in Finance, Marketing, Psychology, and/or a related field (Master’s degree is an advantage)
- At least 2–3 years of work experience in the banking sector
- 1 year of experience in customer experience, service quality monitoring/oversight, customer loyalty and retention, and/or related areas
- Team player

- Customer-centric / customer-oriented mindset
- Deep understanding of customer behavior
- Strong communication skills
- High emotional intelligence, empathy
- Stress resilience, strong negotiation skills

Required Skills

The main goal is to assess compliance with the standards in force in the bank, to support the improvement of customer service quality, and to create and spread a customer-centric culture.