Diana Gevorgyan
Yerevan
Summary
Self motivated and responsible professional with more than 21 years of expertise in Banking system, with successful work experience in fields such as customer service, team management, overseas payment systems, setting quality control process and policies. Team player with strong communication, negotiation, interpersonal skills. Talented at building collaborative partnerships and supporting employees in achieving professional success. Ability to make decisions in complicated situations, effective problem solver, creative thinker.
Active member in Bank's Recognition ERG (Employee Resource Group)which includes
*design and manage recognition programs , ensuring that recognition is consistent and equitable across the organization.
* Event management and budget management.
Overview
22
22
years of professional experience
Work History
Global Payments Solutions Operations Officer
HSBC Bank Armenia
03.2021 - 11.2024
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Tracking, reviewing, and resolving issues related to wire /international transfers, which are electronic money transfers between individuals, businesses, or financial institutions. This point also related to a strong analytical abilities to examine and interpret complex financial data, trace the flow of funds, and detect unusual activities or trends.
- Ensuring that an organization adheres to relevant laws, regulations ,internal policies,and compliance with financial regulations such as Anti-Money Laundering (AML) laws, Know Your Customer (KYC) guidelines.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
- Regular and timely reconciliation of Bank's nostro accounts insure that financial reports are accurate and comply with legal and financial reporting standards.
- Covering Global Payments Solutions Operations Manager both from operational and people management perspectives.
Payment officer
HSBC Bank Armenia CJSC
01.2013 - 03.2021
- Setting controls over operations in department to protect Bank's reputation and financial integrity
- Actively seek to implement standards and process across operations, to ensure that operations run according to established procedures, coordinate operations with related internal and external stakeholders
- Manage local and international payment system related queries
- Ensure automated solutions are applied wherever possible, to provide proper controls over payments, preventing operational loss
- Driving up employee engagement demonstrating high standards of HSBC values, develop employees
Branch Team Leader
HSBC Bank Armenia CJSC
09.2007 - 12.2012
- Developed strong relationships with clients by providing exceptional service and tailored financial advice.
- Maintain Standards of discipline and contribute to the positive relations between staff members
- To promote growth in team performance through providing clarity about the business, team and individual's goals
- Develop customer relations and promote service quality
- Oversaw business transactions and practices to comply with regulations, bank policies, procedures and internal audit requirements.
- Reviewed loan applications thoroughly to ensure accuracy and adherence to lending guidelines.
- Maintain companies internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Customer Service Representative
HSBC Bank Armenia CJSC
02.2003 - 08.2007
- Efficiently and accurately process customer transactions ensuring strict compliance with the Bank's security, regulations and conformity to policies and procedures
- Provide efficient, courteous and knowledgeable Customer Service at all times
- Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response
- Handle customer issues with care and in a professional manner to higher customer satisfaction
Education
Bachelor's degree - Faculty of Management
Armenian State University of Economics
06.2003
Skills
- Risk management
- Conflict management
- Staff management
- Customer Service skills
- Analytics and research
- Fraud monitoring
- Swift
- International investigations
- Feedback management
- Leadership skills
- Negotiation skills
- Time management
- Problem solving
- Flexibility
- Detail-oriented
- Analytical thinking
- Procedure improvement
- Regulatory Compliance
- Team building
- Customer Relationship Management
- Policy/program development
- Systems implementation
- Budgeting and cost control
- Financial controls implementation
- Staff training/development
Languages
English
Russian
Armenian
Hobbies and Interests
- Event management
- Design of cakes, flowers etc.
- Reading
- Psychology
Additionalinformation - Trainings
- Team management and leadership
- Effective customer service skills and sales
- Fighting against corruption and money laundering
Trainings
Global ISO 20022
Fighting Financial Crime
Spear Fishing and CEO Fraud
Trade Based Money Laundering
Payment Transparency
Tax Evasion and FATCA
Crime capability for Banking Operations
Crime capability for Transaction Processing
Bribery and Corruption
Timeline
Global Payments Solutions Operations Officer
HSBC Bank Armenia
03.2021 - 11.2024
Payment officer
HSBC Bank Armenia CJSC
01.2013 - 03.2021
Branch Team Leader
HSBC Bank Armenia CJSC
09.2007 - 12.2012
Customer Service Representative
HSBC Bank Armenia CJSC
02.2003 - 08.2007
Bachelor's degree - Faculty of Management
Armenian State University of Economics
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