- The job holder is responsible for managing the success of Senior Expert, PCRM & ARMs to achieve assigned business targets.
1. CUSTOMERS: CUSTOMERS LIST ADMINISTRATION
- Organize, guide and implement Private customer portfolio management at Priority Client Center
- Organize and guide Senior Expert, PCRM to analyze and assess customers' needs, the level of TCB's response to needs, and estimated resources to serve customers.
- Organize and guide the determination of orientation and action plan for customer development based on customer understanding
- Support Senior Expert, PCRM to meet the financial & non-financial needs of customers to ensure satisfaction in the service process, towards the goal of increasing relationship depth, sustainable development of customer portfolio
- Organize and conduct customer survey and analysis activities to come up with the most appropriate and effective way to deploy business activities for priority customers.
- Establish and maintain sustainable relationships with customers
2. PRODUCTS & SERVICES: QUALITY MANAGEMENT OF CONSULTING & SERVICES
- Organizing activities to provide products and services to Priority customers, ensure the quality of consulting & service quality of employees at the Center.
- Check, supervise and support employees to handle problems arising in the process of providing products and services to bring the best experience to priority customers.
- Regularly check and monitor the service quality of the Center, especially the positions directly in contact with customers.
- Propose ideas & participate in process/product/service improvement, policy/strategy planning related to priority customer segment
3. SYSTEM: OPERATION COMPLIANCE & RISK MANAGEMENT
- Ensure center operations comply with internal policies, regulations, procedures, guidelines, etc. and service quality commitments (SLAs).
- Controlling operational risk and credit risk of the center to ensure the interests of customers and the bank.
4. CORPORATE CULTURE
- Ensure management at the Center in accordance with 3 principles: fairness, transparency and respect
- Be an example in building Corporate culture at the Center.
- Ensure proper and complete implementation of Corporate culture activities to help employees understand and consistently apply organizational cultural values through behavioral standards.
5. EFFECTIVE MANAGEMENT: PLAN MANAGEMENT, EXECUTION MANAGEMENT & BUSINESS RESULTS
- Identifies applications of functional knowledge and existing methodologies to complex problems
- Develop, implement and supervise business plans/activities at Priority Client Center according to the operational orientation of Business Divisions and Techcombank from time to time.
- Receiving and assigning targets, coordinating, mentoring, monitoring and evaluating the implementation of targets of groups of employees of Priority Client Center.
- Evaluate and measure the effectiveness of business/service activities at Priority Client Center.
- Ensure a continuous/regular business rhythm when implementing the bank's business activities and services according to the orientation/strategy.
- Actively coordinate with related parties to promptly handle problems arising in the process of business operation and customer service.
- Manage the PBC's operating budget according to the approved limit.
6. Perform other related tasks at the request of management
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.
Key Relationships - Direct Manager
Director, Private Client Management
Key Relationships - Direct Reports
Senior Expert, Private Client Center \ Assistant Relationship Manager
Key Relationships - Internal Stakeholders
RBG division, RBG Division IB, Card Center, CCA,...
Key Relationships - External Stakeholders
Success Profile - Qualification and Experiences
Work Location: Hanoi OR HCMC
Qualifications
- Bachelor degrea in economics, finance, banking, foreign trade, business administration or equavilent. Priority is given to international students with equivalent training majors at prestigious overseas universities or candidates with CFA, CPA, and ACCA certificates.
- English proficiency: TOEIC certificate or equivalent according to bank's requirement
Domain Expertise
- At least 08 years of experience in credit, sales, direct sales, sales promotion in the banking and financial sector. In which, at least 04 years of experience & management experience in consulting financial products and services for the Priority/Private customer segment. Preference will be given to candidates in similar positions at other banks
- Experience in customer service, priority customer care. Deep understanding of the behavior and needs of priority customers
- Deep understanding of credit operations, risk management and financial product packages and solutions for high-end customers
- Experienced in training and coaching employees on priority banking products and services as well as service quality