Senior Officer, Channel Design and Management (40000637)

Job Purpose

Coordinate and participate in activities at Business Development and Channel Management including:
- Omni channel design and policy development
- Omni Channel management
- Customer experience and service excellence
- Other tasks and responsibilities as assigned

Key Accountabilities (1)

1. Omni channel design and policy development
- Participate in activities to build a channel development roadmap, including O2O conversion roadmap, revenue, costs
- Coordinate and support the implementation roadmap and contribute the outputs of channels
- Coordinate in designing network, sales and service models (as per orientation and requirements from Business Segment)
- Participate in developing regulations about right RM – right customer, customer contact strategy and plan
- Support content management on e-banking channel
- Coordinate in giving sales tools technology requirements and tracking related programs
2. Omni Channel management
- Coordinate in monitoring Omni channel efficiency và performance

Key Accountabilities (2)

3. Customer experience and service excellence
- Participating in identifying priorities, build customer journeys across channels; issue and approve customer experience requests on the channels
- Support coordination with stakeholders in reviewing and handling policy, process, and solutions issues to optimize the customer experience on channels
- Support reviewing and providing input to authorizers to approve testing programs (by CIBG or other divisions) on technology before mass deployment
- Participating in the activities of designing policies, procedures, coordination mechanisms, standards, service quality measurement scorecards
4. Other responsibilities as assigned

Key Accountabilities (3)

Key Relationships - Direct Manager

Director, Channel Design and Management

Key Relationships - Direct Reports

NA

Key Relationships - Internal Stakeholders

Other units in CIBG, other units in TCB (DO, GTS, IT, OPs, RBG, TO, WB…)

Key Relationships - External Stakeholders

Customers, organizations, business associations, state agencies (GSO, tax authorities ...)

Success Profile - Qualification and Experiences

- Bachelor's degree in Economics / Finance / Banking / Marketing / Business Administration
- Priority to have a master's degree or higher"
- Minimum 5 years in the position related to solutions và delivery, product development, financial analysis / credit / market research, marketing of finance and banking
- Prioritize work experience related to corporate customers"
- Mimimum TOEIC 550 or equivalent
- Understanding of solutions to improve performance of BB (resource, system, operations, risk management)
- Understanding of banking activities
- Understanding of strategy, business model, CVP
- Understand of solutions, systems and technology in banking and finance