Senior Officer, Customer Value Management (40001608)

Job Purpose

Responsible for ensuring the implementation of the goals of the functional group and assigned tasks, ensuring the overall effective progress of the tasks in the professional operations of the segmentation and customer value positioning.

Key Accountabilities (1)

Effective management of customer portfolio:

•    Support direct leaders in managing the customer portfolio in activities that lead to the development of annual business plans for the in-charged Segment based on market information and customer understanding, allocating plans to solution groups, channels, MKT.,
•    Support direct leadership in activities to understand and understand the performance of the Customer portfolio of the Focused Customer Segment based on the target indicators of: number of customers, value on a customer/customer lifetime value, number of products used/customer...), review, adjust and be responsible for the PnL of the Customer Segments.
•    Manage indicators and models to identify and identify customers.
•    Take responsibility for working directly with relevant departments (BF, DnA, solution, channel...) to build a dashboard system to be able to manage the portfolio most effectively. Periodically evaluate effectiveness financial results include Revenue and Expense by Customer Category from Customer Dashboard.
•    Report and support direct leadership in making recommendations on appropriate product standards, prices, and programs for customers in order to enhance customer satisfaction and efficiency for the Bank.
 

Key Accountabilities (2)

Comply with regulations and develop relationships internally and within the system:

•    Coordinate with internal departments to complete assigned works.
•    Strictly comply with the Bank's Labor Regulations.

•    Perform work in accordance with policies, regulations, processes, internal guidelines... and commitment to service level agreements (SLAs).

Key Accountabilities (3)

Other tasks as required/directed by direct manager

Key Relationships - Direct Manager

Director/Senior Manager, Customer Value Management

Key Relationships - Direct Reports

N/A

Key Relationships - Internal Stakeholders

Units of the Division, relevant TCB units

Key Relationships - External Stakeholders

TCB's customers and business partners

Success Profile - Qualification and Experiences

Qualifications:

•    Bachelor degree or above in Economics, Finance and Banking
•    Experience: at least 5 years of experience and good knowledge of the financial system and retail banking

Professional Experience:

•    Understand TCB system or equivalent organization 
•    Understand customer segments market/products/services
•    Understand the regulations/operating process in the Division
•    TOEIC English score or foreign language/equivalent level as required by Techcombank.