Team lead, Customer Relationship Management - Household (40001686)

Job Purpose

'The job holder is responsible for effectively managing retail banking services for Household Customers  to achieve assigned KPIs on the basis of full compliance with the Bank's regulations and the Law.

Key Accountabilities (1)

1. Understanding the micro-market and Household customers

• Based on the assignment of management areas, build a database of market potential, portraits of potential customers and determine market dominance goals in each specific micro-area;

+ Guide and organize the implementation of activities to collect and search for potential customer information in the area, as a basis for building sales scripts and effective communication campaigns to Household customers in the area;

+ Analyze and evaluate the market situation, competitors' moves, thereby proposing sales policies to capture market share in the target customer segment.

2. Business & sales management

• Make sales plans and improve operational efficiency for each Household customer of team:

+ Build sales and customer care plans by day/week/month, on each route for the whole Team and each team in the Team based on assigned targets and actual situation;

+ Guide team in the team to develop sales and customer care plans, ensuring optimal work efficiency and achieving KPI targets assigned to each individual;

• Organize and implement sales and customer care activities according to the plan:

+ Assign micro-areas, lists of potential customers/key customers that need to be taken care of for each team under management; Orient work, coordinate, monitor progress and efficiency of each team, ensure plans and targets by day, week, month;

+ Organize sales programs and campaigns to promote the development of new customers, increase coverage and recognition of Techcombank brand in the Household customer segment;

+ Manage assigned customer portfolios, organize direct contact and care, ensure service quality and improve customer experience, thereby building customer relationships, maximizing operational efficiency for each Household customer in the assigned area or portfolio;

+ Regularly check, monitor and evaluate the quality of work of team in the market, ensuring implementation and compliance;

• Monitor and update market information and competitors' movements in the region, promptly give opinions/suggestions and coordinate actions with the Unit Director;

• Coordinate implementation, respond to difficulties and problems and make recommendations to the Blocks and functional departments at the headquarter to develop and complete regulations, processes, instructions, etc. of Techcombank when required;

• Be responsible for other assigned tasks within the scope of their functions and powers.

Key Accountabilities (2)

3. Human Resource Management

• Responsible for developing a human resource plan, coordinating recruitment activities, coordinating human resources, ensuring the workforce implements business targets and assigned plans/goals;

• Assigning work, training product knowledge, sales processes for employees;

• Training sales skills, customer portraits and consulting scenarios for potential customers, skills in using system tools as well as compliance communication, ensuring the implementation of Techcombank's orientations and policies at each period;

• Assigning, recording and evaluating the work performance of employees in the assigned areas:

• Assigning targets/KPI, daily/weekly/monthly work orientation for employees;

• Monitoring and urging sales productivity and progress in implementing assigned KPI targets;

• Evaluating the work performance of employees.

• Plan and evaluate employees in the field to ensure a sufficient, qualified and capable workforce/successor team that meets business development requirements:

• Train, advise and orient career development roadmap for employees;

• Manage and plan for successor positions as required;

• Ensure human resource management in the field follows 3 principles: fairness, transparency and respect.

Key Accountabilities (3)

4. Service Quality Management

• Training, Coaching & Supervising employees at the unit to comply with the regulations of the Bank's Service Quality Standards;

• Regularly plan weekly direct contact and interview with customers to receive opinions and build/strengthen service quality at the unit;

• Check, monitor and support employees to handle problems arising during the process of providing SPDV to bring the best experience to customers

• Regularly check and monitor the service quality of the segment;

• Propose ideas & participate in improving processes/products/services, planning policies/strategies related to the Small Business Customer segment

5. Operational Risk Management and Compliance

• Organize, guide, inspect, control the level of compliance with internal rules, regulations, procedures... in the department under his/her management (for example, compliance with uniforms, working hours, consulting on the correct portrait of the target Household each period, collecting and updating complete and accurate customer information on the system, complying with information security regulations, professional ethics, ...);

• Proactively identify, evaluate and have plans to minimize and manage operational risks, reputational risks and strategic risks, handle and report risks in all of his/her activities and operations.

• Be the first and highest responsible person in controlling operational risks, reputational risks and strategic risks in the Customer Service segment to ensure the interests of customers and the bank;

• Be responsible for personal and/or operational errors/violations that seriously affect the revenue/expenses and reputation of the unit and the bank.

6. Perform other tasks as directed by management

Key Relationships - Direct Manager

Senior Branch Manager, Senior Business Center Manager

Key Relationships - Direct Reports

Mechant relationship staff, Mechant relationship officer 

Key Relationships - Internal Stakeholders

Relevant teams in RBG and Non-RBG divisions

Key Relationships - External Stakeholders

Customers, competitors…

Success Profile - Qualification and Experiences

'- University degree, with priority training majors such as banking, economics, finance, foreign trade, business administration...

• Professional experience: At least 04 years of experience or more in the field of sales, market development, card opening, account opening, experience in payment applications (e-wallet: Momo, VNPay...) will be an advantage. Of which, at least 01 year of experience in a management position (group level or higher).

• English: according to the standards of the Bank prescribed from time to time.