Job Purpose

The job holder is responsible for managing and supervising all activities at Priority Banking Center (PBC) to achieve assigned business targets.

Key Accountabilities (1)

CUSTOMERS: CUSTOMERS LIST ADMINISTRATION
Organize, guide and implement Priority customer portfolio management at Priority Banking Center
Organize and guide PRM 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 PRM to meet the financial và 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
PRODUCTS và SERVICES: QUALITY MANAGEMENT OF CONSULTING và SERVICES
Organizing activities to provide products and services to Priority customers, ensure the quality of consulting và 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 và participate in process/product/service improvement, policy/strategy planning related to priority customer segment

Key Accountabilities (2)

SYSTEM: OPERATION COMPLIANCE và 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.
HUMAN RESOURCES: RESOURCES MANAGEMENT AND ORGANIZATIONAL CULTURE
Build and develop empolyee/successor teams on the basis of coordination/support of stakeholders to ensure sufficient resources for business
Regularly, actively participate in developing training materials, teaching, organizing and implementing training activities, sharing and mentoring employees at the Center in particular and capacity development training for the priority customer service force in general.
Evaluate employees at the Center to ensure quality human resources to meet business development requirements.
Ensure management at the Center in accordance with 3 principles: fairness, transparency and respect
Be an example in building organizational culture at the Center.
Ensure proper and complete implementation of organizational culture activities to help employees understand and consistently apply organizational cultural values through behavioral standards.

Key Accountabilities (3)

EFFECTIVE MANAGEMENT: PLAN MANAGEMENT, EXECUTION MANAGEMENT và BUSINESS RESULTS
Develop, implement and supervise business plans/activities at Priority Banking 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 Banking Center.
Evaluate and measure the effectiveness of business/service activities at Priority Banking 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.
Perform other related tasks at the request of management

Key Relationships - Direct Manager
Senior Manager, Priority Banking Center or Branch Manager or Senior Branch Manager

Key Relationships - Direct Reports
Employees in Priority Banking Center

Key Relationships - Internal Stakeholders
Teams inside and outside RBG

Key Relationships - External Stakeholders
Customers transact at banks, real estate companies, car showrooms, state-owned enterprises and private enterprises

Success Profile - Qualification and Experiences
Qualifications

Graduated from a regular university with good or excellent grades. Priority training majors: economics, finance, banking, foreign trade, business administration. Priority is given to international students with equivalent training majors at prestigious overseas universities or candidates with CFA, CPA, and ACCA certificates.
English proficiency: According to bank's requirement in the each period

Domain Expertise

At least 06 years of experience in credit, sales, direct sales, sales promotion in the banking and financial sector. In which, at least 02 years of experience in consulting financial products and services for the Priority 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

Expert, Priority Business Management