Expert, Customer Relationship Management - Household

Job Purpose

'The job holder is responsible for building, developing and managing Household customers. Responsible for consulting, sales & servicing, after-sales monitoring, risk management, debt recovery monitoring,... for the assigned Household customers from time to time to in order to achieve the assigned targets.

Key Accountabilities (1)

1. UNDERSTAND CUSTOMERS AND MANAGE CUSTOMER PORTFOLIO
- Collect and research comments and sources of potential Household customer (leads) to understand the characteristics, needs, markets, products, competing banks, etc. of the assigned Household customer segment/key customer group;
- Collect and analyze information about existing Household customers, business performance, methods, business plans, financial reports, etc. to understand the characteristics and business models, key success factors and risks of customers, customer needs by segment, key sub-segment of assigned Household, and be able to advise on financial solutions for customers;
- Receive, provide advisory services, develop and manage the Household customer portfolio allocated by micro-area, customers care according to the interaction strategy of each period; evaluate the effectiveness of the customer portfolio; At the same time, build a customer network, expand relationships from existing customer book to exploit and search for potential customers;
- Exploit information, analyze and evaluate the needs of Household customers to understand their comprehensive financial goals, including payment products and services (non-lending), suitable lending products and services (unsecured lending & secured lending); at the same time, carry out up-selling and cross-selling to maximize the number of products customers hold;
- Analyze the products and services that Household customers are using, customer financial indicators to assess the financial health of customers

2. UNDERSTAND PRODUCTS AND PRICING
- Understand products, solutions and pricing policies for assigned Customers (Household customers);
- Determine pricing policies and suitable products to advise assigned Customers (Household customers);
- Continuously update knowledge about products, features, benefits, selling points and related policies to advise Household customers;
- Propose and participate in building products, solutions and pricing policies for Household customers with Head Office departments

3. CONSULTING, SALES & SERVICES
3.1. Develop sales and customer care plans
- Develop sales planning and customer care plans for assigned Household customers based on business goals and customer portfolio analysis
3.2. Implement sales and customer care plans
- Financial consulting: Consulting on optimal financial solutions for Household customers based on understanding customers and developments in the industry;
- Service quality: Ensuring the provision of products and services according to processes, service quality commitments (TAT, SLA) to convey CVP to customers
Household, contributing to increasing customer experience and satisfaction
3.3. Manage the implementation of sales and customer care plans
- Monitor, evaluate and propose adjustments to the sales and customer care plans for Household customers

Key Accountabilities (2)

1. UNDERSTAND CUSTOMERS AND MANAGE CUSTOMER PORTFOLIO
- Collect and research comments and sources of potential Household customer (leads) to understand the characteristics, needs, markets, products, competing banks, etc. of the assigned Household customer segment/key customer group;
- Collect and analyze information about existing Household customers, business performance, methods, business plans, financial reports, etc. to understand the characteristics and business models, key success factors and risks of customers, customer needs by segment, key sub-segment of assigned Household, and be able to advise on financial solutions for customers;
- Receive, provide advisory services, develop and manage the Household customer portfolio allocated by micro-area, customers care according to the interaction strategy of each period; evaluate the effectiveness of the customer portfolio; At the same time, build a customer network, expand relationships from existing customer book to exploit and search for potential customers;
- Exploit information, analyze and evaluate the needs of Household customers to understand their comprehensive financial goals, including payment products and services (non-lending), suitable lending products and services (unsecured lending & secured lending); at the same time, carry out up-selling and cross-selling to maximize the number of products customers hold;
- Analyze the products and services that Household customers are using, customer financial indicators to assess the financial health of customers

2. UNDERSTAND PRODUCTS AND PRICING
- Understand products, solutions and pricing policies for assigned Customers (Household customers);
- Determine pricing policies and suitable products to advise assigned Customers (Household customers);
- Continuously update knowledge about products, features, benefits, selling points and related policies to advise Household customers;
- Propose and participate in building products, solutions and pricing policies for Household customers with Head Office departments

3. CONSULTING, SALES & SERVICES
3.1. Develop sales and customer care plans
- Develop sales planning and customer care plans for assigned Household customers based on business goals and customer portfolio analysis
3.2. Implement sales and customer care plans
- Financial consulting: Consulting on optimal financial solutions for Household customers based on understanding customers and developments in the industry;
- Service quality: Ensuring the provision of products and services according to processes, service quality commitments (TAT, SLA) to convey CVP to customers
Household, contributing to increasing customer experience and satisfaction
3.3. Manage the implementation of sales and customer care plans
- Monitor, evaluate and propose adjustments to the sales and customer care plans for Household customers

Key Accountabilities (3)

5. EFFECTIVE MANAGEMENT: PLAN MANAGEMENT & BUSINESS RESULTS
- Effectively manage the assigned Household customer portfolio according to the instructions, regulations and directions of TCB;
- Closely manage business results compared to assigned targets
6. OPERATIONS
- Perform operational tasks in strict compliance with relevant regulations, procedures and instructions;
- Proactively evaluate and propose improvements to operational processes to direct management/Headquarters
7. ORGANIZATION AND PERSONNEL
- Develop yourself to perform well in your role and adapt to changes related to your work;
- Cooperate closely with related positions, aiming at the common goals of the unit and the bank
8. OTHER WORK
- According to the regulations and directions of the bank and according to the assignment of direct management from time to time

Key Relationships - Direct Manager

Senior Manager, Customer Relationship Management - ESME, MSME & Household/ Manager, Customer Relationship Management -  ESME, MSME & Household/ Senior Branch Manager

Key Relationships - Direct Reports

No direct reporting subordinates

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. Priority is given to the majors: economics, finance, banking, foreign trade, business administration
- Minimum 8 years of experience in customer relations positions in the banking sector; Priority is given to candidates with experience in similar positions at other banks
- English proficiency: Have a Toeic English certificate (or equivalent) that meets the requirements of the Bank from time to time