Job Purpose
The job holder towards uniformity in principles of design, operation and measurement of customer experience at customer touchpoints/interactions across the system, while ensuring that touchpoint/customer interaction management departments apply the principles appropriately and effectively.
Key Accountabilities (1)
- Build bank-wide customer experience governance policy/framework & measurement, analysis:
- Build bank-wide customer experience governance policy/framework in order to deliver greater customer experience (CX).
- Define CX attributes in line with Techcombank brand strategy; translate brand strategy/position into tangible.
- Define measurement system to measure CX metrics for bank-wide and BUs.
- Take charge of collecting information, measuring, evaluating and reporting CX metrics at bank-wide level.
- Manage customer experience on social media:
- Assure/Govern the social playbook; governance and ownership of followers growth.
- Listen and handle social media.
- Lead to deal with customers responses that have bank-wide CX impacts; collaborate with Corporate Affairs Division.
Key Accountabilities (2)
PEOPLE MANAGEMENT
- Oversee human resources planning and execution (headcount & costs) of their function
- Attract, onboard and retain the right talents for a high- performing team
- Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
- Manage function performance & provide feedback regularly (following the annual performance management cycle);
- Define teams capability requirements and enable team members professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
- Motivate and recognize team members contributions towards the teams shared goals
- Identify and monitor personal, professional development and career advancement of talents in the function
- Act as a role model and promote corporate culture at function level
- Understand & communicate relevant HR offerings to team members.
Key Accountabilities (3)
- Build an effective working environment:
- Interact to support colleagues in the same department, update information and aim for long-term cohesion.
- Comply with established working regulations and organizational culture.
- Actively improve capacity and develop yourself:
- Implement the plan to improve personal capacity as agreed with the management.
- Actively discuss with management about personal development aspirations to agree on a roadmap.
Other duties as assigned by Chief Marketing Officer.
Success Profile - Qualification and Experiences
Qualifications
Work Experience
- Minimum 14 years professional experience
- At least 10 years in management position
Foreign Language
- English, level 4 (TOEIC > 750)
