Quản lý Tư vấn Giải pháp Tài chính Trực tuyến (Telesales)

Key Accountabilities (2)

2. Human resource, Compliance and service quality
2.1. Human resource:
- Attract, onboard and retain talent aligned with organization culture.
- Communicate KRA/KPI, target, action plan, expectation and result of individuals and team to all team members
- Manage unit performance and provide regular feedback (according to the annual performance management cycle);
- Facilitate the development of capacity of members at the unit through capacity assessment, on-the-job training, coaching and feedback, etc.;
- Motivate and recognize the contributions of team members to achieve common goals;
- Responsible for developing talent in the team;
- Set an example and promote corporate culture at the unit;
- Understand and communicate compensation mechanism to team members
2.2. Compliance management:
- Ensure staffs fully implement all steps according to the bank's procedures.
- Consistently deploy criteria according to principles of conduct for compliance-related issues.
- Control the level of compliance with the bank's rules, regulations and standard procedures
- Manage operational risks in accordance with the bank's regulations and instructions
- Identify, report, and participate in handling operational risks.
- Ensure staff comply with regulations on information security
2.3. Service quality management
- Build up procedures and guideline for the department's operations
- Training/Coaching/Supervising staff to comply with the regulations of the bank's service quality standards
- Regularly check and monitor the service quality of virtual advisors in team
- Ensure staff activities comply with policies, regulations, procedures, internal guideline... and service quality commitments (SLAs)

Key Accountabilities (3)