manager, Customer Service (40000259)

- The job holder is responsible managing all activities of Customer Service Department to ensure the achievement of assigned targets.

PEOPLE MANAGEMENT
- Attract, onboard and retain the right talents for a high- performing team
- Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members
- Manage team performance & provide feedback regularly (following the annual performance management cycle);
- Enable team member's professional and personal development through capability assessment, training, coaching & feedback, etc.
- Motivate and recognize team members' contributions towards the team's shared goals
- Responsible for developing talents within the team
- Act as a role model and promote corporate culture at sub- function level
- Understand & communicate relevant HR offerings to team members.

2. Business Administration:
- Plan and implement business activities in the customer service segment according to the operational orientation of the Branch and Techcombank from time to time.
- Develop detailed action plans to deploy business activities to achieve/exceed established goals;
- Acting as a member of the vault management board at the unit in accordance with TCB's regulations (for units with vaults)
- Ensure compliance with the prescribed fund inventory limit from time to time
- Manage day-to-day operations of the customer service team
- Support the Branch Manager in the work related to mobilized capital ensuring that the unit's customers enjoy the quality of service as regulations
- Assign and manage Teller timeout and transaction execution
- Receive customer's feedback and solve customer's problems directly or when transferred by the tellers/controller/team leader.
- Encourage Teller to cross-sell products
- Identify and recommend potential services to increase sales opportunities
- Ensure all publications and forms at the Customer Service Department are always available, including as regulations
- Sign and approve documents and books according to TCB's regulations and other approval documents as authorized
- Make periodical reports to Branch Manager or Senior Branch Manager
- Control the general operating areas of the Branch
3. Customer Experience Management
- Responsible for the quality of service in the customer service segment as shown by the evaluation results of the bank: 5S program, Confidential customer program; respond to customer requests via Call Center; Allocate and coordinate resources to ensure smooth operation of the branch and good customer experience.
- Regularly carry out inspection, supervision, training and communication on service quality for employees at the unit, ensuring that the work is performed in accordance with the set of service quality standards.
- Periodically collect customer's opinion on customer's experience at the unit
- Receive and handle complaints and denunciations of customers in accordance with their authority and guidelines

4. Operational Risk Management and Compliance:
- Actively identify and control risks causing losses to the Branch and the Bank.
- Identify risks of the unit during operation, coordinate with related units to come up with methods of measuring and minimizing risks.
- Acquire information of focal points to support operational risk management.
- Responsible for organizing adequate communication on operational risk management and compliance for each job title at the unit.
- Control and be responsible for the compliance level of the unit with the bank's rules, regulations and standard procedures
5. Organizational Culture Management:
- Building an organizational culture in the Customer Service segment and Branch according to Techcombank's Core Values ​​and behavioral standards: setting an example and leading the right behaviors.
- Communicating to employees about Techcombank's organizational culture, encouraging and creating favorable conditions for employees to participate in activities of building organizational culture.
6. Perform other related tasks at the request of management

Branch Manager

Employees in Customer Services team

Teams inside and outside RBG

Transactional customers

Qualifications
- Graduated from university with major in Banking and Finance; Foreign Trade; Economics or related field... Post graduate degree in management preferred
- English proficiency: According to bank's requirement
Domain Expertise
- At least 06 years of experience in the banking sector, in which at least 2 years in the position of Team Leader of Teller/Controller (or equivalent);
- Experience in a similar position is preferred.