Job Opportunities

Currently HSBC Bank Armenia cjsc is a leading bank in Armenia, providing outstanding service to more than 35,000 customers. By adopting HSBC Group standards, our RBWM team is committed to delivering high quality financial solutions and exceptional customer service to HSBC personal customers.

HSBC Bank Armenia cjsc offers a wide range of personal financial services including lending and deposit products through the network of 7 full service branches and more than 50 ATMs across Yerevan.

Retail Banking and Wealth Management at HSBC Bank Armenia is strategically committed to maintaining the leading position of HSBC in the banking sector of Armenia by leveraging our local and international expertise, providing outstanding customer service and maintaining our strong financial standing.

Branch Network

The branch network of HSBC Bank Armenia cjsc is the main sales and service channel that consists of 7 full service branches located in Yerevan. Every branch within our network offers solutions featuring the full breadth of our financial products portfolio and provides a consistently high quality customer experience that is aimed at developing strong customer relationships.

Branch network ensures delivery of customer service through fast and accurate processing of customer instructions and orders, customer communication and handling customer inquires on all products and services provided by the Bank. HSBC Bank Armenia branch employees ensure that each customer receives outstanding service in a top-quality banking environment facilitated by our staff’s professional skills and knowledge, the Bank's rigorous procedures and customer-centric approach.

In addition to traditional delivery channels, personal customers of HSBC Bank Armenia cjsc can have 24/7 access to banking services through the Bank’s highly secure telephone and internet banking services.

RBWM Operations

RBWM Operations is responsible for RBWM operations and day-to-day support to the branch network focusing on development and update of procedures, statistics and reporting, project implementation, customer relationship management system support.

RBWM Business Development Department

RBWM Business Development Department is in charge for acquiring new customers for RBWM Business and achieving sales of Credit Cards, Loans, Direct Channels and Deposit products .

Business Development Department representatives are in charge for meeting with prospective customers, arranging presentations and cross-selling Bank's other products.

Contact Center

Contact Centre manages the Bank’s Direct Banking Channels ( Telephone / Internet Banking Services and customer correspondence) enabling HSBC to remain on the leading edge in providing high quality and customized banking services to its retail and commercial customers. As a central point for customer contacts, Contact Centre is of strategic importance to the Bank as a future oriented, technology based, advanced and efficient delivery channel.

Contact Center team provides high quality Telephone/Internet banking support services by giving advice and guidance on the Bank products and services, handling customer queries/instructions thus maintaining strong relationship with existing customers as well as acquiring new business and cross-selling the Bank’s products and services through direct sales.

This service is free of charge and operates seven days a week from 08:00 till 23:00 (on working days) and 11:00 - 20:00 (on non working days).

Our Commercial Banking Department (CMB) manages the borrowing and non-borrowing corporate customers through building sustainable and valuable relationships.

We are leading the customers throughout their relationship with the Bank by assisting them in finding the best suitable products or product combinations to match their business needs and account for the specific economical environment that is typical for transitional countries, like Armenia.

CMB mission is to provide comprehensive services to our corporate customers by offering diversified products including trade and credit, payments and cash management, whilst maintaining the HSBC Group’s values of service excellence, trustworthiness, sustainability and growth orientation.

Relationship Management

Our Relationship Managers establish, develop and monitor Commercial Banking relationships by providing short/medium and long-term financing and international trade facilities to local corporate entities. They manage commercial relationships and act as the focal point for credit and non-credit related issues of the corporate customers.

The relationship managers are responsible for selling the Bank's products and services, finding the best solutions specifically tailored to meet the needs of the particular business, which is achievable owing to thorough assessment of the companies’ financial and operational standing and maintaining continuous contact, thus establishing strong and sustainable relationships with the customer.

This is a salesperson role, which requires ability to understand the needs of the business in context of the financial and operational standing and projected developments, excellent communication and negotiation skills. The role is very responsible in the sense that it assumes high level of decision making and exercise of judgment.

Small and micro loans are handled by Business Banking lending officers, who cover the relationship management for this segment of corporate customers. Given the relatively small size of the facilities, simplified lending schemes are being implemented for this segment of the customers.

Credit Analysts

The team of Credit Analysts performs financial assessment of existing and new corporate customers, which assumes detailed credit assessment of the financial statements of the borrowers, including ratio analysis, stress tests, projections, etc. The reports prepared by a credit analyst are an important factor in assessing the customers’ creditworthiness and making the final decision on extending the commercial lending product to the customer.

This role requires excellent knowledge of financial reporting and financial assessment techniques, ability to work with figures and interpret financial information.

Trade and Supply Chain

HSBC Group is a leader in trade finance and presents 140 years of expertise in international business development. Across Europe and here in Armenia HSBC is focused on providing advice and support to companies that want to trade and invest internationally, as well as to increase the awareness of the trade products in the local business community.

Our Trade and Supply Chain specialists support businesses trade beyond national boundaries and in particular to encourage and support Armenia's export businesses. Their main responsibility is not only to give proper advice to our customers on our Trade products, but also to run all the processing of products in strict compliance with respective policies, procedures and international rules.

Payments and Cash Management

Payments and Cash Management department is servicing the needs of the non-borrowing corporate customers and providing them a comprehensive range of non-borrowing products, including corporate accounts, deposits, telegraphic transfers, currency conversion, cash collection, merchant acquiring and other services .

The sales officers within this department manage the relationship with non-borrowing corporate customers and provide them with individually designed services and tariffs to account for the needs of their businesses. These roles require excellent knowledge of transactional banking products, sales and negotiation skills.

Initially established in 1997 as Treasury, our Global Banking and Markets department provides tailored financial solutions to major corporate and institutional clients. By adopting HSBC Group standards, our Global Banking and Markets team is committed to delivering high quality financial solutions and exceptional customer service to HSBC customers.

Global Markets

The major role of Global Markets Division is to organize and conduct Treasury Dealing day-to-day activities for the Bank and its customers, contribute to the management of the bank’s balance sheet, including liquidity and reserves. Global Markets division is also responsible for cash and correspondent accounts management.

The main activities of Global Markets division are as follows:

• Foreign Exchange (for the Bank and customers)
• Investments in Fixed Income Bills
• Money Market Placements
• Banknotes Trading
• Managing Bank's balance sheet (incl. liquidity), currency positions, correspondent accounts
• Market analysis

Global Market's main products are:

• Foreign Exchange (Spot and Forward)
• Money market deposits with local and overseas counterparties
• Investments in fixed income bills (including Government Treasury Bills)
• Banknotes trading
• Repo / Reverse Repo transactions
• Brokerage and custody services with securities

Global Banking

Global Banking Division is responsible for the overall management of relationships with major corporate and institutional clients, including banks.

Global Banking Division delivers a comprehensive range of financial products and services to many of the world’s top-tier corporate and institutional clients. Global Banking recognizes the importance of long-term relationships and works in partnership with our clients to meet their financial, transactional and strategic requirements. Each client has a designated relationship manager whose objective is to become a trusted adviser. This involves gaining an in-depth understanding of the client’s business to develop and deliver tailored financial solutions.

Many of our clients are multinationals and require a bank that can provide a consistently high level of global service. Global Banking Division is able to leverage HSBC's extensive international network to deliver its comprehensive range of products and services to clients across the world.

HSBC Technology and Services - HTS is an integral part of the HSBC Group and is committed to transforming the Bank into a customer-centric, technology enabled, global service delivery organization. It provides a full suite of quality IT solutions to support the business objectives of the Group in a cost effective and professional manner according to established group practices and priorities. HTS solutions connect people, devices and networks across the globe and combine domain expertise, process skills and technology to deliver unparallel business value, thereby enabling HSBC to stay ahead of competition by addressing market changes quickly and developing profitable customer relationships.

By aligning customer experiences with our brand and improving the efficiency and quality of our services, we strive to fully leverage HSBC's global capabilities. Applying our intelligent cost management discipline across the whole business, we also aim to harness technology-driven advancements in our operations.

Below are the departments that constitute part of HTS working together in a close, intertwined network, ensuring that HSBC’s professional approach matches local and global expectations.

Service Delivery (SD)

Bank Operations

Bank Operation's mission is to protect the Bank’s interests through proper and accurate legal documentation by ensuring accurate and timely processing of Loans and Trade Related Transactions, Cards, Customer Quarries, Scanning-Mailing/Archiving and other services. Bank Operations department consists of 4 sub-divisions:

• Legal Documentation Team reviews and controls credit applications and related documentation, prepares facility and security agreements and other legal documents (all types of consent letters/ release letters/powers of attorney, undertakings, etc.). It also takes care for notarization and Cadastre registration of security agreements with primary focus on customer service via consulting the customers on areas of concern, providing expertise advice, etc.
• Processing Team is mainly involved in loans, cards, insurance and repayment schedules processing (maintenance), as well as rate calculator for loans, closed loans/releases, charge of fees, card personalization, card transactions clearing, settlement and monitoring, etc.
• Account Services Team provides different type of services related to customer accounts, such as advice preparation, filing, archiving, processing request from branches and other channels of delivery, audit confirmation, CBA requests, etc.
• Mailing/Scanning Team is in charge for scanning of all Bank related Vouchers, Journal entries, signatures and handling the internal/external mails, as well as for delivery of card pins, statements, rollover advices and repayment schedules.

Payments

Payments department is one of the key sections of HSBC Armenia on reliable performance which the overall functionality of the bank greatly depends on. Payments department carries out the final processing of customer payment instructions from all HSBC branches. Generally, the department deals with such non cash operations as Electronic (Internet Banking, HSBCnet) and hard copy instructions received from customers and other departments within HSBC Bank Armenia cjsc. The main operations include local payments within Armenia, foreign currency transfers to/from countries all over the world via SWIFT international network, cheque processing, court resolutions, etc.

The motto of the Payments department is: Professional approach is the #1 satisfaction guarantee for our customers!!!

ATM and Merchant Acquiring

ATM and Merchant Acquiring networks form an integral part of the Bank's Retail Banking and Wealth Management self-service strategy that provide a round-the-clock diverse services to customers through enabling cash withdrawals, transfers, non-cash payments, statement printing, balance enquiry, etc. The subject department operations highly releases pressure from cash counters of the branches as well as generates non-funds income (fees, forex income). This department bears the responsibility for set up of ATM and POS network, as well as the maintenance, investigation of disputed transactions, improving the efficiency of intraday activities, etc.

Cash

Located in our Main Office, the centralized Cash department fully provides the Bank with required cash volumes. It takes care for Cash movement between the Bank and Central Bank of Armenia, distribution and/or collection of cash to/from branches, if needed. The department counts and bundles Local and Foreign Currency cash, identifies forged and mutilate notes, monitors interbank cash transactions, etc.

Cash department also prepares needful cash funds for all our ATMs and provides ATM technical support.

Change Delivery

The Change Delivery department within HSBC Bank Armenia has been established to be the “distributor” within the HTS operating model. The mission of our Change Delivery team is to:

• Drive change improvements in customer experience and unit cost reduction through automation, standardization and optimization of HSBC’s operating model covering people, processes, products and channels.
• Execute high quality, cost effective and business focused projects and programs.
• Provide highly skilled project and program expertise across the customer groups and support functions.

Software Delivery (SwD)

SwD is the software manufacturing discipline within HTS that drives the local development of HSBC Armenia’s Retails and Commercial systems enabling HSBC to remain on the leading edge in the development and delivery of high quality and customized banking systems. It provides tailored, cost-competitive and robust banking solutions and services that offer a flexible and scalable framework for delivering projects on time, within budget and with high quality, meeting both current and future SwD challenges of the Group.

As we move forward we are investing more in the architecture of our systems and services to ensure we meet our customers’ expectations every time and be proud of what we build. To do this within SwD we will have to work on the mandate to ensure the underlying infrastructure on which our applications run are fit for purposes. We tend to improve quality, agility and time to market, reduce cost & complexity and build world class solutions on technology edge, and satisfy our customers with outstanding service.

IT Operations (ITO)

ITO oversees the Bank’s IT infrastructure and supporting services that includes hardware/software platforms, communication systems, service operations and data centers that are fundamental components of day-to-day business operations of HSBC Bank Armenia. Our ITO team provides Network infrastructure support (Branches, ATMs and International & Domestic links), Contact Centre and Voice, Mobility, Video infrastructure support, Desktop systems (PC, Laptop, Printer, etc) support, Server and Data centre support, etc.

Property and Security

The Property and Security department in HSBC Bank Armenia cjsc takes care for creating safe and sound environment for our staff and our customers. The department is responsible for developing policies and procedures that safeguard the physical security of our staff as well as protect the IT assets and prevent information leakage.

The Property subdivision functions involve activities related to the maintenance and repair works of office property, supervision of construction projects, installation of new ATMs, maintenance of lighting/piping/water systems, etc. in compliance with numerous health, safety and environmental regulations and policies.

The Security subdivision guarantees the control to protect the interests of shareholders, employees, customers and business partners. IT Security prevents us from harm resulting from failures of IT security, exploits IT security techniques to deliver consistent, efficient and profitable products and services to customers in order to maximize and retain customer, investor and market confidence in HSBC. Our Physical Security team is in charge of co-coordinating physical risk management and ensuring that acceptable levels of security are adequately maintained.

Procurement

Procurement is a professional service that develops local Purchasing strategy in line with Group requirements in all areas, monitors and manages purchasing standards, creates strategic relationships with suppliers to achieve best value for money through negotiating preferential terms, contractual protection and efficiencies in the procurement process.

Procurement is in charge of tendering and bidding processes focusing on generating savings for the bank, selecting the best supplier, purchasing goods and services within the set budget limits and delivery of goods and services on time and in the right quantity and quality.

HSBC Bank Armenia cjsc Risk Management Department is responsible for leading the Bank’s Risk Function to identify, assess, monitor and make timely and measured judgments on all current and potential future risks faced by HSBC, in order to protect the employees, assets and reputation of the Group and to grow shareholder value and profitability.

Risk Management is responsible for Wholesale Risk (CMB and GBM), RBWM Risk Policy and Procedures, Retail Credit Approvals, Operational Risk, Internal Control and Compliance, Legal Risk and Loan management Unit.

At the moment Risk Management Department comprises of the following 4 units/departments described below and CRO office.

Loan Management Unit

Loan Management Unit (LMU) is responsible for the management of high risk Commercial Banking (CMB) exposures, in order to minimize the risk of loss to the Bank on the portfolio of categorized and/or impaired corporate accounts, as well as to optimize income opportunities on the accounts under management.

LMU is responsible for the management of the Bank’s CMB relationships with corporate and commercial clients facing critical strategic challenges and experiencing operational and financial difficulties. In certain cases, the borrower is multi banked and, on occasions, management of the portfolio entails leading multi creditor and complex restructuring situations.

Legal Department

Legal department provides expertise advice and support to the senior management in their respective jurisdictions on business, operational strategies & initiatives and Legal issues. It assists the management in establishing appropriate procedures to control Legal Risk and manages local execution of global and regional strategy, initiatives and enquiries.

Legal department is also responsible for monitoring legislation and case law developments that affect the lawyer’s allocated departments/functions. This is done through monitoring of proposed and/or enacted legislation. All legal proceedings may only be commenced through Legal department.

Compliance and Internal Audit Department

The Internal Audit & Compliance Department performs two sets of activities/functions:

• Assists Management in managing effectively the compliance risks faced by the Bank. To this end, it identifies, assesses, advises on, monitors and reports accordingly on the Bank’s compliance risk;
• Assists the Bank in managing the operational risk. The department identifies, assesses, monitors and controls/mitigates the operational risk inherent in all material products, activities, processes and systems

The Internal Audit & Compliance also conducts special investigations in relation to the Department’s responsibilities, requests for contribution to such investigations from other units of the Bank, as per their expertise, appoint outside experts, if appropriate, etc.

Retail Credit Department

Retail Credit department is involved in handling, assessment, review, approval/rejection of all credit applications related to Retail Banking and Wealth Management (RBWM), i.e. new loans and credit cards, existing credit cards limit reviews, restructuring/rescheduling and curing of existing loans and all other credit related issues. It bears the responsibility for existing credit cards portfolio annual review, control over RBWM mortgage portfolio and RBWM borrowing customers’ insurance refund cases.

Collections

Collections mission is to maximally contribute to Bank’s profit by minimizing net losses caused by write-offs and provisions through cost effective operations and high quality collections service. Collections activities have a significant and immediate impact on the Bank’s profitability. The collection phase of the credit cycle covers accounts that have failed to make one or more contractual payments.

Collections team is responsible for controlling delinquent portfolio (and hence provisions) in line with profit objectives by minimizing the value and number of delinquent accounts of RBWM customers. The team continually monitors and executes the collection of overdue loans and credit cards, non-delinquent over limit accounts, loan related fees, charges and penalties.

The Financial Control Department is involved with a wide range of business activities.

The Department ensures preparation of financial reports of HSBC Bank Armenia for Group Head Office, Central Bank of Armenia (CBA) and Committee of State Revenues, which should be in compliance with the relevant tax, CBA and Head office regulations. The important function of FCD is preparation of new analytical and value added papers to the stakeholders.

In addition the Finance Department maintains rigorous financial control environment through proper reconciliation processes and ensures the maintenance of proper accounting records.

FCD consists of the following subdivisions:

Finance

The Finance subdivision is in charge for preparation of various reports for different stakeholders. Here are developed reports for Central Bank of Armenia, HSBC Group Head Office, Shareholders, Tax Authorities, Internal and External Auditors, etc. Finance subdivision is responsible for management accounting and financial planning, preparation of Bank’s Rolling and Annual Operating Plans. In this department we analyze the information and present it to Senior Management and different Executive Committees for further strategic reviews and decision.

Operations

Operations subdivision ensures compliance of internal processes and procedures with the Group and government laws and regulations. Particularly the list of subdivision’s responsibilities includes but not limited to conducting accounting activities of the Bank according to International Accounting Standards, conducting control functions according to Group standards (Suspense, Nostro reconciliation, Inventory Control), conducting the payments to the third party organizations, conducting the tax accounting of the Bank by fulfilling its tax obligations as well as making Impairment Calculation for Bank’s assets.

Treasury Administration

The main function of Financial Control Treasury Administration is the processing of Treasury trades - including the preparation and checking of all related documentation, limit/risk control, Treasury activities related reporting and accounting in Group systems in compliance with Group guidelines, internal procedures and local regulations. The subdivision is also responsible for the timely submission of HSBC Bank Armenia bids to GTB and Repo auctions held at CBA within set cut offs. Other functions performed by Treasury administration include rendering of custody services to customers/investors, as well as control and investigations, aimed at preventing reputational and financial losses.

HSBC Bank Armenia cjsc Human Resources Department mission is to attract and retain the most qualified, highly motivated and enthusiastic, talented applicants of the labor market who have the desire and commitment to make a difference. We look for people who are confident and prepared to take on early responsibility, who are willing to put in the hours and the hard work and consequently enjoy the rewards and benefits of working with the Bank. Our approach is to develop a workforce that has the capability and tools to deliver sustained financial performance with integrity for HSBC. Hence, in line with our Group People Strategy, we heavily invest in our staff personal and professional development. We strongly recognize the importance of high performance culture and talent management approach to retain talent and enhance employee engagement and motivation, to continually improve our reward and employee benefit strategy and to act upon the feedback of our staff.

HR Department has the following divisions:

Recruitment and Selection (R&S)

R&S plans, develops and implements strategy for high level internal and external resourcing through all stages of recruitment and selection process. R&S is in charge of establishment and maintenance of appropriate systems for measuring required qualifications of external and internal applicants and recruit staff according to the needs and requirements of the unit. R&S also manages HSBC Summer Internship project by identifying the most talented students as potential employees for HSBC Bank and European Management Trainee project. Our R&S division operations main aim is to make HSBC an equal opportunities employer in Armenia by giving equal chances to all applicants, getting objective and qualitative information about them and making a better and more fair employment decisions regardless of the person’s gender, sexual orientation, age, racial origin, disability and/or marital status.

Pay and Reward Management (P&R)

P&R executes the development, implementation and administration of HR reward policies and procedures that will adequately reward our employees for their performance, commitment and integrity. Our P&R develops and delivers specific solutions to address HR and business needs which are consistent with company business objectives and HR strategies. We initiate and arrange annual salary surveys and conduct compensation package analysis offered by other employers in the same sector to make sure that the Bank offers highly competitive salary ranges and reward and that the Bank salary scale complies with changing laws and regulations. P&R is responsible for administration of the whole payroll process to make sure that correct and accurate payment system is in place at all times.

Training and Development (T&D)

Our T&D plans, develops and implements strategy for staff training and development, establishes and maintains appropriate systems for measuring necessary aspects of staff training and development. T&D aim is to support our staff in their personal and professional growth; hence it helps individuals to analyze their learning and development needs, conducts program assessments and recommends program content and training activities based on current needs. T&D bears the responsibility for continuous review of the effectiveness, applicability and performance of current training course offerings. The Bank internal trainers not only make recommendations applicable changes/innovations, but also develop and deliver in-house training courses based on business / individual needs and requirements. They also monitor and review the progress of trainees through questionnaires and follow-up discussions with managers.

Marketing in HSBC Armenia is a team of professionals that continuously supports our Commercial Banking and Retail Banking and Wealth Management businesses to build HSBC brand and drive business growth. It represents one of the fastest growing disciplines within the Bank. The team continues to expand both in size and in scope of responsibility. The mission of Marketing breaks into three key areas of focus: Brand, Business, and People. We aim to continue to hold HSBC’s leading position in the market, representing one of the world’s largest banking and financial services organization.

All of this is underpinned by our people – proactive and motivated team of exceptional, professional marketing talent. The growth of Marketing creates openings for marketing professionals who possess these qualities. Follow our vacancy announcements and you might join us in the following specialist areas:

e-Marketing

e-Marketing is an area that we are looking to resource and develop, in order to drive on-line transactions and transition towards on-line sales. With constantly growing Internet usage in Armenia, e-channels are an important area of focus and experienced e-marketing professionals are sought for.

Product Marketing

This is the very core of our marketing function. Our objective is to create marketing propositions and undertake marketing activities that influence and change people’s buying behaviors. For our Commercial Banking business this translates into effective event marketing and service/product awareness programs. In Retail Banking and Wealth Management we utilize specific channels to drive customer demand. The emphasis is always on achieving maximum effectiveness and efficiency for every marketing dram spent.

Customer Data Analysis / Research / Surveys

Although not a traditional marketing discipline, this is a critical activity where market research and data analysis specialists provide us with a detailed customer knowledge framework so that we can effectively target our marketing programs. Alongside with undertaking market research studies, we follow up with the businesses to ensure that the knowledge gained is used to our commercial advantage. In addition the analysis of our existing customer database plays a vital role in effective customer segmentation and targeting. We also conduct regular customer satisfaction and mystery shopping surveys aimed at keeping our customer experience on a high level. In this area statistical analysis and research specialists with strong business sense can follow challenging careers that offer local, regional as well as Group-wise exposure.

Public Relations and Sustainability

Positioning HSBC brand idea, “The world’s local bank” in each market is the key challenge. It is vital to articulate the brand promise in all marketing, communications as well as corporate sustainability programs and initiatives delivered locally.