Expert, Channel Design and Management (40000636)

Job Purpose
The job holder has responsibility to develop and manage channels through
- Omni channel design and policy development
- Omni Channel management
- Customer experience and service excellence
- Other tasks and responsibilities as assigned
Key Accountabilities (1)
1. Omni channel design and policy development
- Responsible to build a channel development roadmap, including O2O conversion roadmap, revenue, costs
- In charge of implementation roadmap and take responsibility for the outputs of channels
- Manage to design network, sales and service models (as per orientation and requirements from BusinessSegment)
- Responsible for developing regulations about right RM - right customer, customer contact strategy and plan
- Responsible for content management on e-banking channel
- Take charge to propose and manage sales tools technology requirements and approve related programs
2. Omni Channel management
- Responsible for monitoring Omni channel efficiency và performance
Key Accountabilities (2)
3. Customer experience and service excellence
- Responsible for identifying priorities, build customer journeys across channels; issue and approve customerexperience requests on the channels
- Manage the coordination with stakeholders in reviewing and handling policy, process, and solutions issues tooptimize the customer experience on channels
- Responsible for reviewing and providing input to authorizers to approve testing programs (by CIBG or otherdivisions) on technology before mass deployment
- Responsible for the activities of designing policies, procedures, coordination mechanisms, standards, servicequality measurement scorecards
4. Other responsibilities as assigned