Human Resources and Development Department

The Human Resources and Development Department is the organizational unit responsible for the administration of labor relations. In addition to the administrative function, this Department is also responsible for the growth and development of personnel knowledge and skills, as well as providing advice and recommendations regarding various personnel issues.

Training and Development Division

This division has an important role in the CBK and aims to ensure that employees have the necessary skills and knowledge to perform their duties successfully.

The Personnel Training and Development Division helps increase the skills and competencies of employees, helping them to be more effective in their duties and develop personally and professionally within the CBK.

- Main responsibilities:
  - Identifying the training and development needs of the CBK and its employees. This includes identifying requirements for the development of new skills, specialized knowledge and performance improvements;
  - Developing training programs and creating the necessary materials to ensure the effectiveness of training;
  - Preparing and organizing training sessions, including classroom training, online training, seminars and other development activities;
  - Creating and managing development programs for employees, including ongoing training, mentoring, and specific career growth programs;
  - Monitoring the effectiveness of training and development programs to ensure that they help achieve the CBK's goals and employee needs;
  - Providing support to employees in developing their career plans and identifying opportunities for advancement within the organization;
  - Collaborate with other departments to identify training and development needs;
  - Using information technology to provide online training and modern training tools;
  - Collecting and analyzing feedback/experiences from training participants to identify areas for improvement;
  - Designing a structured program to familiarize new employees with the culture, values, and work rules;
  - Providing administrative support for official trips, including ticket purchase and hotel reservations;
  - Keeping records of official trips (seminars, workshops, working visits, conferences, etc.);
  - Creating the internship program framework, coordinating with relevant departments, and overseeing the internship process to ensure a beneficial and structured experience for interns;
  - Creating policies to encourage knowledge sharing and creating a database; and
  - Ensuring that experienced staff transfer knowledge to other staff in areas within the scope of the individual departments/divisions in the CBK, within the framework of their duties.

Compensation, Benefits and Salaries Division

This Division manages all aspects related to compensation and benefits of employees at the CBK, namely the design, implementation and evaluation of policies and procedures related to payments, benefits and compensation systems, ensuring compliance with applicable legislation and best practices in human resources management.

- Tasks:
  - Maintaining an efficient system for calculating and distributing salaries for all employees, ensuring compliance with labor regulations and standards;
  - Preparing and monitoring work schedules, including breaks, flexible work hours and other issues related to working time;
  - Administration and development of processes for the realization of salaries and other benefits for employed members (health and life insurance, pension contributions, tax obligations, etc.);
  - Ensuring a healthy work environment and supporting the bank's social and responsible initiatives;
  - Administration and development of processes for the implementation of the policy for financial support in the form of advances for CBK employees and the policy for support in obtaining loans to improve living conditions;
  - Providing information and support to employees regarding policies in force at the CBK; and
  - Ensuring accurate record keeping and compliance with data protection laws, as well as safeguarding personal information to build trust in the bank.

Recruitment and Performance Management Division

- Tasks:
  - This Division ensures an efficient and orderly administration of labor relations in It assists in the creation and maintenance of regular personnel files and ensures that all work-related procedures and documentation are in accordance with the regulations and standards set by the Human Resources and Development Department;
  - Compile and manage administrative personnel documentation, including personal files, employment contracts and other necessary documents;
  - Take care of the selection and hiring procedures for new staff, including creating job profiles, publishing job advertisements and organizing recruitment processes;
  - Develop and monitor the implementation of the bank's policies and regulations regarding labor relations and other internal acts of the Department. This ensures fair and equal treatment for all employees;
  - Take care of evaluating the performance of employees and provide support for their improvement. Through this process, they can help develop career plans and identify opportunities for advancement within the CBK;
  - Ensuring to serve as an advisory and informational source for employees regarding labor relations and other work-related issues; and
  - Ensuring accurate record keeping and compliance with data protection laws, as well as safeguarding personal information to build trust in the bank.

Finance Department

The Finance Department is responsible for financial planning and reporting at the CBK, specifically maintaining financial books, preparing financial statements, financial analysis, budget planning and implementation, managing grants allocated to the CBK, processing expenses and Back Office operations.

Tasks

- Managing basic accounting and financial accounting functions;
- Preparation and publication of financial statements;
- Preparation of financial analyses;
- Compilation, control and implementation of the annual budget and its monitoring;
- Management of expense accounting records;
- Management of grants allocated to the CBK;
- Processing of small value expenses and payments;
- Performing back office duties for nostro account transactions;
- Communication and management of financial activities with IMF accounts; and
- Cooperation with external auditors and other relevant parties regarding aspects of finances and financial records at the CBK.

Accounting and Support Division

Tasks:
- Managing basic accounting and financial accounting functions;
- Processing of small value expenses and payments;
- Management of grants allocated to the CBK;
- Performing back office functions for nostro account transactions;
- Communication and management of financial activities with IMF accounts; and
- Cooperation with external auditors and other relevant parties on financial aspects.

Budget and Financial Reporting Division

- Tasks:
  - Preparing financial analyses;
  - Compilation, control and implementation of the annual budget;
  - Preparation of budget reports and its implementation,
  - Preparing materials for budget reallocations and reviews;
  - Management of expense accounting records;
  - Management of grants allocated to the CBK;
  - Cooperation with external auditors and other relevant parties on financial aspects;
  - Preparation and publication of financial statements;
  - Preparing financial analyses (for financial reports);
  - Preparing financial reports for third parties (e.g. statistics); and
  - Cooperation with external auditors and other relevant parties regarding aspects of finances and financial records at the CBK.

Administration Department

Administration Department is the main organizational unit responsible for the administrative and logistical affairs of the CBK. The Administration Department aims to create the necessary conditions for the normal exercise of the CBK's operations, by ensuring and improving working conditions through good administration, maintenance and other support activities.

Administration and Logistics Division

- Tasks:
  - Performs technical maintenance of the building and various equipment with its staff members and external contractors;
  - Carries out transportation of CBK personnel and vehicles;
  - Performs assessments and analyses based on which projects for repairs, remodeling and spatial utilization of the building are compiled and proposed; and
  - In cooperation with relevant organizational units in the CBK, drafts the annual plan of works and services, as well as the plan for their implementation.

Archives and Documentation Division

- Tasks:
  - Receiving and registering mail and correspondence in the Information Management System (IMS);
  - Distributing received correspondence to relevant persons as well as electronically;
  - In cooperation with relevant organizational units in the CBK, prepares and/or sends correspondence/documents outside the CBK;
  - Recording (protocoling) of various official documents in the IMS;
  - Archiving of recorded (protocolized) documents in the CBK archives; and
  - Maintenance of the CBK physical archive.

Consumer Protection Department

The Consumer Protection Department aims to protect consumers of financial services from unfair, misleading, deceptive or abusive practices, as well as to take measures against financial institutions that violate legal and regulatory provisions on consumer protection. The Consumer Protection Department is responsible for supervising market practices through on-site and off-site examinations regarding the transparency and disclosure of financial services and products by financial institutions, addressing complaints and their possible solutions, as well as preparing the necessary regulatory framework for the fair provision of financial services. This department supervises all financial institutions licensed and supervised by the CBK.

Financial Services Consumer Complaints Division

The Financial Services Consumer Complaints Division is responsible for receiving, organizing and reviewing complaints from financial services consumers. Its tasks and objectives are oriented towards providing an effective mechanism for resolving disputes and ensuring that consumers are treated fairly.

Tasks:
- Receiving and processing complaints from financial services consumers;
- Reviewing relevant documentation related to the complaint;
- Resolving customer complaints fairly, efficiently and in a timely manner;
- Maintaining the complaints system, including details of issues raised, actions taken and resolutions reached;
- Preparing complaint reports, including identifying systemic issues contributing to customer complaints;
- Cooperating with relevant units regarding the handling of important issues within the framework of consumer protection;
- Communicating with consumers and financial institutions regarding the status of complaints, requested actions and resolutions;
- Managing communication channels to ensure transparency and accessibility for all stakeholders; and
- Implementing applicable legislation and CBK regulations.

Market Practices Supervision Division

Tasks:
- Ensuring that financial products and services are transparent, fair and meet consumer needs;
- Preventing deceptive advertising and disclosure practices of financial products and services;
- Monitoring and regulating the financial market from a consumer protection perspective;
- Ensuring the integrity of financial product and service standards;
- Promoting fair and sound competition among financial institutions;
- Preventing anti-competitive practices that may harm market participants or consumers;
- Regularly assessing the compliance of financial institutions with the applicable regulatory framework;
- Identifying and assessing risks related to market conduct issues;
- In collaboration with relevant units, educating consumers about financial products and services to empower them to make informed decisions;
- Collecting and analysing data related to market behaviour issues to identify emerging trends and risks;
- Using information from data to improve the regulatory framework;
- Reviewing and updating, in a regularly basis, the market conduct rules and supervisory practices to adapt to evolving market conditions;
- Conducting periodic assessments of the effectiveness of the regulatory framework for the supervision of market conduct; and
- Implementing applicable legislation and CBK regulations as well as supervisory methodology.
Responsibilities:
- On-site examination and remote monitoring of issues related to consumer protection and financial services delivery practices;
- Consumer Protection by ensuring that financial products and services are transparent, fair and meet consumer needs;
- Prevention of deceptive advertising and disclosure practices of financial products and services;
- Promotion of fair and sound competition among financial institutions;
- Continuous assessment of financial institutions' compliance with the applicable legal framework;
- Identification and assessment of risks related to market conduct issues;
- Participation and contribution to CBK and market initiatives to increase financial inclusion; and
- Participation and contribution to CBK and market initiatives to advance consumer financial education.

Procurement and Contracting Division

Procurement and Contracting Division implements and carries out procurement procedures in the use of CBK funds and other funds allocated in a special way through the implementation of procurement rules in the CBK.

Tasks

- Implementing procurement and contracting procedures in accordance with the CBK Procurement Rule;
- Applying high principles and standards of fair competition, equal treatment and transparency;
- Planning procurement according to projects and in harmony with the CBK budget;
- Implementing the Procurement Plan according to the projects and defined deadlines;
- Researching the market by applying open and competitive procurement procedures;
- Participating in negotiating contract terms to ensure fair and transparent outcomes;
- Drafting procurement contracts and monitoring their implementation in accordance with the tender conditions and the Procurement Rule;
- Drafting and maintaining standard procurement documents and forms;
- Advising CBK requesting units on procurement procedures and practices; and
- Establishing and maintaining good relationships with contractors.

Physical Security Division

The Physical Security Division is tasked with securing and protecting personnel, facilities and the assets of the CBK, by taking measures and activities aimed at enabling uninterrupted work in the CBK's working premises.

Tasks

- Protecting the lives of CBK personnel, property and assets from crimes, attacks, thefts, kidnappings and other destructive factors;
- Preventing and discouraging the commission of crimes against the property and assets of the CBK;
- Promoting the protection of CBK personnel, property, and assets from external attacks;
- Identifying, assessing, recording and managing risks in terms of physical security;
- Implementing protective measures to eliminate physical security risk;
- Providing assistance to law enforcement agencies in identifying, apprehending and prosecuting attempted perpetrators and perpetrators of crimes against the property and assets of the CBK;
- Implementing and enforcing all legal, sub-legal and regulatory requirements;
- Meeting the highest safety standards; and
- Ensuring occupational health and conducting training for CBK staff related to this area.

Financial Institutions Claims Review Division

Tasks

- Revising requests for review of financial institutions regarding prior notification of administrative punitive measures by CBK departments/divisions;
- Implementing the procedure for reviewing requests from financial institutions regarding the Preliminary Notice for taking administrative punitive measures by the departments/divisions of the CBK, as provided for by the legislation in force, specifically the requirements of the Regulation on procedures for imposing administrative penalties;
- Fulfilling the assigned tasks so that the review of requests is carried out within the legal deadline set by the legal and sub-legal acts in force;
- Reviewing and analysing objections submitted by Financial Institutions against the Preliminary Notice for taking administrative punitive measures of the CBK departments/divisions;
- Cooperating with the departments/divisions of the CBK regarding the implementation of legal acts of the legislation in force related to the issues of review of the respective requests of the parties;
- Monitoring legislative changes so that they are applied in a timely manner; and
- Communicating and cooperating with departments/divisions within and outside the CBK in order to assist in the efficiency of work towards achieving the CBK's objectives and goals.

Compliance Division

Tasks

- Ensuring that implementation of compliance policies and procedures, enforcement of laws and regulations is adequate;
- Responsible for designing and maintaining a regulatory framework for identifying and assessing compliance as well as providing advice to departments/divisions and other functions related to managing, preventing and mitigating compliance risk;
- Operating on a proactive basis, identifying, documenting and assessing compliance risks related to CBK activities;
- Getting informed by departments, independent divisions and units regarding changes in legislation or regulations regarding the compliance of their activities which are identified during the work process or reported by their staff implementing the relevant legislation or regulations;
- All organizational units of the CBK are responsible for ensuring that they act in accordance with the conditions set out in this policy, including each member of the CBK staff, who contributes to maintaining the reputation of the Central Bank of the Republic of Kosovo and minimizing the risk caused by non-compliance with regulations through reporting to the direct supervisor;
- Implementing general measures to prevent corruption and maintain the integrity of the CBK;
- Developing the regulatory and legal framework to comply with international standards; and
- Ensuring the reduction of compliance risk (from legal or regulatory sanctions, material financial losses or loss of reputation) as a result of non-compliance of CBK operations with applicable laws and regulations.