TMO - Senior Business Analyst / Manager (Retail / MSME Segment)

ACB is seeking experienced Senior Business Analysts / Manager to join high-impact strategic initiatives focused on customer research, product and service development, customer journey design, and the delivery of digital solutions for Retail and Business Household customers.
These roles will be responsible for understanding customer needs, identifying business opportunities, designing solutions, developing digital products, enhancing customer experiences, and improving operational efficiency. As Individual Contributor (IC) positions, they will play a key role in driving analysis, shaping solutions, collaborating across multiple stakeholders, and supporting the execution of ACB's strategic transformation initiatives
IMPORTANCE NOTES
Candidates must specify JD1, JD2, JD3, JD4, or JD5 when applying to facilitate the screening process
These are Individual Contributor (IC) roles with a primary focus on execution, analysis, solution development, and stakeholder collaboration
Open to candidates currently based in Vietnam
Prior Banking, Financial Services, or Fintech experience is strongly preferred
1. JD1 - Customer Insight & Customer Value Proposition (MSME/Merchant/Household)
Working Location: 30 Mạc Đỉnh Chi, District 1
RESPONSIBILITIES
Conduct customer research and analyze behaviors, needs, pain points, and growth opportunities across Business Household and Micro-SME customer segments
Develop customer personas, customer segmentation frameworks, and customer need models
Analyze customer data, market feedback, frontline observations, and industry trends
Benchmark products, services, customer programs, and business models across the market
Support the design, enhancement, and governance of Customer Value Propositions (CVP)
Translate customer insights into business recommendations, product opportunities, and growth initiatives
Identify emerging customer needs, market trends, and opportunities to expand target customer segments
REQUIREMENTS
Minimum 9 years of experience in Banking, Financial Services, Fintech, Customer Research, Product Strategy, Management Consulting, or related fields, including at least 3-6 years in Customer Insight, Customer Value Proposition, Product Management, or similar roles
Experience working with Business Household, Micro-SME, or Business Banking customer segments
Strong qualitative and quantitative research capabilities
Experience analyzing customer behavior, customer journeys, and market trends
Understanding of transaction banking, payments, cash management, or business banking ecosystems
Ability to translate research findings into practical business recommendations and value propositions
Strong analytical thinking, storytelling, and presentation skills
2. JD2 - Digital Banking Solutions for MSME/Merchant/Household
Working Location: 747 Hồng Bàng, District 6
RESPONSIBILITIES
Analyze Business Household customer needs and translate them into digital banking solutions across Mobile Banking, Internet Banking, and digital service channels
Design customer journeys covering digital onboarding, eKYC, account opening, payments, transfers, account management, user management, and related services
Collaborate with Business, Product, Operations, Technology, and external partners to deliver customer-centric solutions
Develop customer journeys, business rules, use cases, user stories, and supporting documentation for product delivery
Identify customer pain points and recommend enhancements to improve digital adoption, customer experience, and operational efficiency
Support implementation of Mobile Banking, Internet Banking, and Digital Banking transformation initiatives
Participate in impact assessment, testing preparation, user acceptance testing, and post-implementation reviews
Monitor journey performance and continuously improve customer experiences based on customer feedback and business outcomes
REQUIREMENTS
Bachelor's degree in Business Administration, Finance, Banking, or related disciplines
Minimum 9 years of experience in Banking / Fintech including 3-6 years in Solution Design, Product Owners, Product Management, or similar roles
Hands on experience delivering Mobile Banking, Internet Banking, or Super App initiatives
Experience developing digital onboarding, eKYC, account opening, payment, or digital servicing journeys
Strong understanding of customer journey design, customer experience, and digital product development
Ability to collaborate effectively across business, product, operations, and technology functions
Strong problem-solving and solution design capabilities
Experience with Backbase or similar Digital Banking platforms is highly preferred
Experience contributing to large-scale transformation or strategic product programs is a plus
3. JD3 - Business Solutions & Payment Ecosystem for MSME/Merchant/Household
Working Location: 747 Hồng Bàng, District 6
RESPONSIBILITIES
Gather, analyze, and define business requirements for Business Household and payment-related solutions
Work closely with Business, Product, and Technology teams to translate business needs into functional and system requirements
Develop BRD, FRD, User Stories, process flows, functional specifications, and supporting delivery documentation
Participate in the design and implementation of QR Payments, Merchant QR, POS, SoftPOS, collections, cash management, and merchant-related solutions
Collaborate with Technology teams during solution design, integration, and implementation phases
Support business rule definition, operational processes, controls, and acceptance criteria
Participate in SIT, UAT, rollout activities, and post-implementation support
Analyze solution performance and propose enhancements to improve customer value and business outcomes
REQUIREMENTS
Bachelor's degree in Business Administration, Finance, Banking, or related disciplines
Minimum 9 years of experience in Banking / Fintech, including at least 3-6 years in Business Analysis, Product Ownership, System Analysis, or similar roles
Experience delivering payment, merchant, or Business Household solutions
Strong requirements gathering, business analysis, BRD/FRD development, and process documentation skills
Understanding of QR Payments, POS, SoftPOS, reconciliation, cash management, and digital payment ecosystems
Ability to work directly with Technology teams throughout solution delivery lifecycles
Experience working in Agile environments is an advantage
4. JD4 - Customer Journey & Business Transformation
Working Location: 30 Mạc Đỉnh Chi, District 1
RESPONSIBILITIES
Analyze customer needs and business challenges to identify solution opportunities
Gather, document, and manage business requirements and solution specifications
Design solution concepts and assess business impact, feasibility, and expected outcomes
Map current-state and future-state customer journeys
Identify customer pain points and improvement opportunities
Collaborate with Product, Technology, Operations, Data, Risk, and Business teams to deliver solutions
Support MVP development, pilot programs, testing activities, and performance optimization
REQUIREMENTS
Bachelor's degree in Business Administration, Finance, Banking, or related disciplines
Minimum 9 years of experience in Banking, Financial Services, Fintech, Product Development, Digital Banking, Customer Experience, or Business Transformation, including at least 3-6 years in Solution Design, Product Management, Customer Experience, or Transformation roles
Hands-on experience in requirements gathering and solution design
Strong understanding of customer journey mapping and process improvement
Ability to collaborate across both business and technology stakeholders
Strong analytical, stakeholder management, and communication skills
Experience supporting digital transformation and customer experience initiatives is preferred
Experience contributing to large-scale transformation programs is a plus
5. JD5 - Business Performance Management & Strategic Initiatives
Working Location: 30 Mạc Đỉnh Chi, District 1
RESPONSIBILITIES
Analyze business performance across customer segments and identify growth opportunities
Develop and manage KPI frameworks, scorecards, dashboards, and executive reporting
Build business cases, financial impact assessments, and benefits realization analyses
Collaborate with Finance, Data, and Business teams to ensure effective measurement and reporting
Support initiative governance, execution tracking, and strategic program monitoring
Provide management insights to support prioritization and decision-making
REQUIREMENTS
Bachelor's degree in Business Administration, Finance, Banking, or related disciplines
Minimum 9 years of experience in Banking, Financial Services including at least 3-6 years in Business Performance, Strategy, PMO, Transformation, or equivalent roles
Strong business and financial analysis capabilities
Experience designing KPI frameworks, dashboards, scorecards, and management reporting
Ability to convert data into actionable business insights
Strong stakeholder management, communication, and presentation skills
Experience supporting strategic programs, governance initiatives, or enterprise-scale transformations is preferred