Director, Customer Relationship ManagementNgân hàng Thương mại Cổ phần Kỹ Thương Việt Nam (Techcombank)

Job Purpose
Participate directly in business and establish, organize, implement, manage and operate all business activitiesof the customer relationship management function in order to ensure the implementation Strategy of thecustomer segment assigned to them.
Key Accountabilities
Participating directly in business and Managing and orienting employees in the Customer Relationship Function to undertake the following responsibilities:
- Build and develop customer relationship
- Develop and manage Customer insight
- Develop client CVP (Customer Value Proposition)
- Build account planning, action plan for each client
- Manage customer performance
Specifically, tasks need to be done :
- Operating, managing and leading Staffs and is responsible for developing relationships with customers in the assigned economic sector, ensuring to meet or exceed the expected TOI and well control the quality debt of the customer portfolio.
-Maintaining and expanding relationships with all customers under management at the strategic level, with members of the Board of Directors and the Executives Board.
-Participating in business process with Clients having complex business structures and financial models as well as handle the significant big transactions in their assigned sector
-Establishing and building relationships with current clients and acquire new clients under focus area
-Managing and developing the lower-level sale team, ensuring the readiness of the surrounding staff and coaching staff in daily work in order to build and develop the necessary competencies for the sale team as requirements of each position
Participate in the implementation of the Division's and TCB's strategy
- Participate in research, organizing the implementation of initiatives and projects to contribute to the implementation of the strategy of the CIBG Division
Ensure that staff resources have strong knowledge of sectors, business acumen, and capacity in building relationship strategies with target customers (including target customers). including the customer's value chain and ecosystem)
Corporate culture:
- Set an example and ensure the correct and complete implementation of Corporate culture implementation plans; employees understand and consistently apply organizational cultural values and behavioral standards.
- Other duties as assigned by line manager
PEOPLE MANAGEMENT
- Oversee human resources planning and execution (headcount và costs) of their function/ sub- function
- Attract, onboard and retain the right talents for a high- performing team
- Establish and communicate sub- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
- Manage sub- function/ function performance và provide feedback regularly (following the annual performance management cycle)
- Define team's capability requirements and enable team member's professional and personal development through capability assessment, training, coaching và feedback, mentoring, etc.
- Motivate and recognize team members' contributions towards the team's shared goals
- Responsible for developing talents within the function/ sub- function
- Act as a role model and promote corporate culture at function/ sub- function level
- Understand và communicate relevant HR offerings to team members.