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Pashchenko [відкрити контакти](див. вище в блоці «контактна інформація») (Telegram, etс)

[відкрити контакти](див. вище в блоці «контактна інформація»)
15.08.1990
Chisinau, Moldova (Hybrid / Remote)

About me Languages

Ukrainian: native
Highly accomplished Banking & IT professional with 16 years of experience leading
large-scale corporate operations, digital transformation initiatives, and software
English: B2
delivery. Over 13 years of proven leadership experience managing cross-functional
teams, driving operational excellence, and bridging the gap between business
Romanian: A2
strategy and IT execution.

Deep expertise in managing full project lifecycles, implementing Agile
methodologies (Scrum/Product Ownership), and delivering complex IT solutions Education
(CRM, automated digital channels, system integrations) from inception to release.
Skilled in establishing transparent delivery frameworks, optimizing processes, and Master's degree,
mentoring high-performing teams to ensure predictable, high-quality outcomes. Kherson National Technical University
Accounting and Auditing | 2007 - 2012

Master's degree,
Bila Tserkva Institute of Continuing
Experience
Professional Education
Psychology | 2025 - present
Lead Information Technology Analyst / Product Owner
RAIFFEISEN UA | REMOTE | 2023 - PRESENT

Hard skills
Acted as Product Owner within Agile/Scrum teams, managing product
backlogs, prioritizing features, and ensuring predictable end-to-end IT Project & Portfolio Management
delivery of banking software solutions. IT Delivery Governance & Planning
Led end-to-end business and IT systems analysis for high-priority digital Risk Management & Mitigation
transformation and core system implementation projects. Agile & Scrum Methodology
Facilitated seamless communication and alignment between business Product Ownership
stakeholders and technical delivery teams to translate business priorities Business & Systems Analysis
into technical requirements. Jira & Confluence
Designed end-to-end Customer Journey Maps (CJM) and optimized BPMN & Process Optimization
complex internal workflows using BPMN modeling to enhance digital Customer Journey Mapping (CJM)
channel efficiency.
Managed system interaction analysis, API integration logic, and data
structures for complex banking ecosystems. Soft skills
Utilized Jira and Confluence for advanced project tracking, milestone Strategic Leadership
monitoring, risk management, and comprehensive progress reporting. Advanced Stakeholder Management
Cross-functional Collaboration
Senior Manager – Digital & Remote Customer Service People Management & Mentoring
Channels Team Coaching & Engagement
RAIFFEISEN UA | KYIV | 2022 – 2023 AI Prompt Engineering for Business &
Analytics
Successfully drove the end-to-end IT delivery and implementation of a
core CRM system from the ground up, aligning technical architecture with
business strategic goals.

Managed complex digital transformation projects and large-scale IT
solution rollouts within banking operations, ensuring adherence to Licenses & certifications
timelines, scope, and quality standards.
Partnered closely with Raiffeisen Bank International (Vienna HQ) to co- IT Development process course
deliver strategic international initiatives, ensuring cross-border IAMPM Oct 2023
stakeholder alignment and compliance with group-wide standards.
Acted as the key Business Owner and decision-maker in the design and Scrum.Agile
deployment of advanced banking software and remote servicing solutions. Scrum Ukraine Nov 2021
Spearheaded automation initiatives by implementing AI-driven voice and
chat bot solutions across digital customer service channels, significantly
reducing operational workload.
Designed and optimized complex IVR system architectures for Private
Individuals (PI), SMEs, and Internet Banking to maximize routing
efficiency.

Head of Contact Center
RAIFFEISEN UA | ZHYTOMYR | 2017 – 2022

Led and managed large-scale banking contact center operations, driving
team performance, engagement, and alignment with high service quality
standards.
Successfully designed and deployed remote management and digital
monitoring frameworks for distributed teams during the COVID-19
transition, ensuring operational continuity.
Spearheaded continuous improvement initiatives to optimize customer
information flows, achieving a significant reduction in repeat calls and
operational bottlenecks.
Enhanced Customer Experience (CX) metrics, driving substantial growth in
Net Promoter Score (NPS) through quality assurance frameworks and
targeted team coaching.
Scaled remote sales channels through the contact center, effectively
supporting cross-selling and upselling strategies to boost overall banking
revenue.
Managed and optimized large-scale operational budgets, introducing
process automation to reduce contact center maintenance costs.

Head of Currency Operations
RAIFFEISEN UA | KHERSON | 2017 – 2018

Established and structured the bank’s currency operations department
from the ground up, implementing efficient workflows and compliance
standards.
Managed high-value foreign exchange transactions for corporate clients,
ensuring seamless execution of international trade operations.
Conducted expert reviews of complex international contracts to ensure
full regulatory alignment and compliance with cross-border banking laws.
Supervised remote banking channels for FX transactions, continuously
improving service quality and operational metrics for corporate portfolios.

Customer Service Manager – Team Leader
RAIFFEISEN UA | KHERSON | 2013 – 2017

Secured the #1 rank across regional teams as Top-Performing Team
Leader for 3 consecutive years.
Led a retail sales and service team, driving KPI achievement, operational
scripts deployment, and team coaching.