Customer Relationship Specialist/Payment services and Data Governance Center

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.

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