Lead, Customer Success Operation and Delivery Medfin

Purpose:
- The position is responsible for the leadership, development and capability uplift of Officers, Medfin to support Relationship Managers/BDMs to deliver a superior customer service, ensuring all work is being completed within timeframes to meet customer expectations.
- The Team is an integral part of the sales fulfillment process, responsible for the specific processes of loan documentation and settlements managements, including registration and discharging of securities
- The role is key to enable Medfin business performance and growth by creating a customer-focused service excellence culture, supporting RMs/BDMs in meeting customer needs and driving an effective and efficient operations team, and delivering on Medfin's CVP
- Driver of consistent standards, processes & procedures through regular service performance analysis and sharing this with stakeholders
Main responsibilities:
- Implement operational practices to deliver service excellence in end-to-end wholly owned subsidiary business
- Identification of opportunities for productivity improvements, cost reductions and enhancement of external supplier management
- Proactively manage risk, meeting all policy and compliance requirements; perform controls; adhere to process and procedures pertinent to role; and escalate identified events, issues or breaches
- Developing effective relationships with internal stakeholders, communication of strategies and supporting the business direction
- Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.