Experience

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  Hsbc bank armenia

  Dec 2014 - Sept 2015

  Customer service representative

  - Providing exceptional customer service to clients, addressing inquiries, and resolving issues efficiently and courteously.- Assisting customers with various banking transactions, including deposits, withdrawals, transfers, and account inquiries.- Handling customer complaints and escalations with professionalism and empathy, striving to achieve satisfactory resolutions.- Collaborating with other bank departments to ensure seamless customer experiences and efficient problem resolution.- Maintaining confidentiality and security of customer information, adhering to bank policies and data protection regulations. Show less

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  Hsbc bank armenia

  Jun 2016 - Nov 2021

  - Conducting quality checks on customer due diligence (CDD) files to ensure compliance with regulatory requirements and internal policies.- Reviewing customer documentation, such as identification, financial statements, and transaction records, to verify accuracy and completeness.- Assessing the risk classification of customers based on their profiles and transaction activities, ensuring appropriate risk mitigation measures are in place.- Identifying any discrepancies or deficiencies in CDD files and providing feedback to frontline staff or compliance officers for corrective action.- Collaborating with compliance officers and other stakeholders to address systemic issues or gaps in CDD processes.- Developing and implementing quality assurance procedures and checklists to standardize the review process and improve consistency. Show less - Conducting customer due diligence (CDD) processes to verify the identity of clients and assess the risk associated with their accounts.- Reviewing and analyzing customer documentation, such as identification, financial statements, and transaction records, to ensure compliance with regulatory requirements.- Performing enhanced due diligence (EDD) on high-risk customers, including politically exposed persons (PEPs) and individuals/entities from sanctioned countries.- Monitoring customer transactions and account activities for unusual or suspicious behavior, reporting any findings to the appropriate authorities as per Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations.- Monitoring customer transactions and account activities for unusual or suspicious behavior, reporting any findings to the appropriate authorities as per Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations.- Contributing to the training and development of staff members on compliance-related topics and procedures. Show less

  • Quality Check Officer

    Nov 2018 - Nov 2021

  • Banking Operations and Customer Due Diligence Specialist

    Jun 2016 - Nov 2018
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  Stdev

  Feb 2023 - now

  - Defining project objectives, requirements, and deliverables in collaboration with stakeholders.- Conducting market research, competitor analysis, and customer feedback analysis- Planning, executing, and closing IT projects within defined scope, budget, and timeline constraints, utilizing Agile methodologies such as Scrum or Kanban.- Leading project teams, assigning tasks, and monitoring progress to ensure milestones are met.- Communicating project status, risks, and issues to stakeholders through regular meetings and reports.- Resolving conflicts, mitigating risks, and escalating issues as needed to ensure project success. Show less - Leading and managing a team of project managers and coordinators, providing guidance, support, and mentorship to ensure successful project delivery.- Monitoring project progress, timelines, and budgets, identifying and addressing any issues or risks that may impact project outcomes.- Collaborating with stakeholders across departments to define project scope, objectives, and deliverables, ensuring clear communication and alignment.- Providing regular updates and reports on project status, milestones, and key performance indicators to senior management and other stakeholders. Show less

  • IT Project Manager | Product Manager

    Nov 2021 - now

  • Acting Chief Projects Officer

    Feb 2023 - Aug 2023