Job Purpose
The person in charge of the position is responsible for the operational management and effective management of the customer service and retail banking to achieve the target of the RBG Division in accordance with the Bank's business strategy, in accordance with Techcombank's processes and regulations.
Key Accountabilities (1)
1. Business Administration:
Receive and assign targets at retail banking services (non lending).
Plan and implement business activities in the retail banking services according to the operational orientation of the Branch, RBG and Techcombank from time to time;
Assign targets, coordinate, mentor, supervise and evaluate the target implementation of employees;
Ensure the business rhythm is continuous/regular in accordance with the direction/strategy;
Proactively coordinate with Regional
Business Development to provide solutions / products to customers; promptly handle problems arising (if any); record feedback and suggest solutions / sales campaigns /... of RBG.
Stay updated with the retail market's development and regional competitors' strategy and propose action (if necessary) to the Branch Manager and related departments;
Develop and manage relationships with customers and other partners.;
Be proactive in responding to business divisions and departments at the head office to develop and improve Techcombank's processes, policies and products upon request.;
Manage the department's operating budget.
Responsible for other assigned tasks within the scope of their functions and authority.
Key Accountabilities (2)
2. Business Administration and Customer Experience Management:
Responsible for managing customer experience at every touch point in the customer journey at Customer Service and ensuring continuous customer experience between various parties.
Responsible for managing and operating customer service according to Techcombank's regulations, processes, instructions,... etc from time to time ...;
Supervise and monitor routine work to ensure proper tasks allocation and staff compliance with professional areas:
Ensure safety of treasury, transaction counters and vaults;
Ensure safety of capital transfer;
Ensure the safety of capital transference;
Perform other tasks and manage the operation within the scope of their functions and powers.
Organize, instruct and manage the implementation of service quality standards according to Techcombank regulations from time to time.
Organize the implementation and management of customer wait time / transactions at Customer Service according to regulations;
Organize and manage the receipt and processing of customer feedback according to regulations; directly process customer feedback or when requested to support / coordinate within / outside the division in charge of ensuring the best experience for customers;
Organize interview periodically to collect customer comments; supervise / control / improve service experience and quality of the Unit;
Suggest ideas & participate in the improvement of processes / services / systems /... regarding the customer service.
Human Resource Management
Responsible for developing the staffing plan, coordinating human resources, training and developing the next team, building a mechanism for assigning, recording and evaluating the performance of employees;
Lead employees under supervision;
Assign and monitor spendings/KPI of employees.
Plan and evaluate staff to ensure quality human resources and meet business development requirements
Coach, consult and consult career development for employees;
Manage the sucession planning as required;
Ensure management in the segment in accordance with 3 principles: fairness, transparency and respect.
Key Accountabilities (3)
4. Operational Risk Management and Compliance:
Organize, instruct, inspect/ control business performance at the Customer Service Sector to ensure the business operations in accordance with laws, policies, regulations, processes, internal guidelines, etc.
Actively identify and control risks causing losses to the Branch and the Bank;.
Be the first and highest accountable for operational risk control, reputation risk and strategy risk of Customer Service segment to ensure the interests of customers and the Bank;
Responsible for personal errors / violations and / or in the supervised sector leading to serious effects on revenues / costs and the reputation of the unit and the Bank.
Perform other related tasks at the request of managers
Key Relationships - Direct Manager
Senior Branch Manager
Key Relationships - Direct Reports
Expert, Retail Banking
Senior Officer, Retail Banking
Officer, Retail Banking
Officer, Cred
it supportKey Relationships - Internal Stakeholders
Teams inside and outside RBG
Key Relationships - External Stakeholders
Individual customers, competitors...
Success Profile - Qualification and Experiences
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 the 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..