Senior Officer, Priority Relationship Management

30 Oct 2024**Senior Officer, Priority Relationship Management - Gold (40000966)**:

- Category: Retail Banking Group- Job Type:
- Facility: Retail Banking**Job Purpose**:

- The job holder is responsible for managing directly the Priority customer portfolio assigned to PRM Gold in Priority Banking Center from time to time, providing customers with Priority products and services
- The job holder is responsible for providing financial solutions on the customer portfolio to develop value và implement business targets.
- The job holder is responsible for managing, building and developing relationships with customers

**Key Accountabilities (1)**:

- 1. CUSTOMERS: PROVIDE FINANCIAL SOLUTIONS THAT FITS CUSTOMERS' NEEDS
- Find information, analysis và assessment of customer needs to understand customers' comprehensive financial goals based on individual customer knowledge, segment và sub-segment knowledge and category knowledge
- Analyze the products or services that customers are using, the financial indicators of customers to evaluate the financial health of customers.
- Taking care of transactions, consulting solutions, proposing products and services for priority customers in accordance with the goals and financial needs and lifestyle of customers
- Manage and take care of the priority customer list assigned periodically và effectively evaluate the customer portfolio.
- Build customer network, expanding relationships from the existing customer portfolio to exploit and find potential customers.

**Key Accountabilities (2)**:

- 2. SERVICES: PROVIDE PRIORITY BANKING SERVICES WITH EXCELLENT CUSTOMER EXPERIENCE
- Directly receive và execute customer transaction requests, cooperate with relevant departments, process according to SLA to bring the best service experience to customers.
- Continuously update customers with new features, new benefits of products and services that customers are using, policies and regulations that affect customer assets and market changing or trends
- Provide total service solutions for customers to meet the maximum needs of customers' transactions, savings, credit, investment, insurance.
- Record và respond to customers' opinions on products and services and propose solutions to improve service quality standards for priority customers

3. SYSTEM: OPERATIONAL COMPLIANCE và RISK MANAGEMENT
- Identify customer information (Amlock, KYC, SA...) as well as warning signs before, during and after customer transactions, ensuring compliance with Techcombank's procedures and regulations and the law
- Perform in accordance with policies, regulations, processes, internal instructions and SLAs
- Fully complying with service quality standards and other Bank regulations from time to time
- Managing Credit risk, operational risk on customer portfolio
- Coordinate with departments / units in branches and internal Techcombank to quickly and thoroughly execute transactions and customer requests.

**Key Accountabilities (3)**:

- 4. HUMAN RESOURCES: HUMAN DEVELOPMENT AND ORGANIZATIONAL CULTURE
- Managing the implementation of a personal development plan (PDP) to improve work efficiency and support to personal development.
- Complying with training programs required by TCB.
- Contribution to activities to build and develop organizational culture.
- Being ready to sharing information with others and having willingness mind to accept change
- Owning and taking responsibility at work through clear orientation towards outstanding results
- Building a cohesive culture that encourages colleagues to achieve success
- Fully aware of Techcombank's organizational culture and perform tasks in the spirit of 5 core values, TCB's behavioral standards, and Techcomer's DNA.

5. EFFECTIVE MANAGEMENT: PLAN MANAGEMENT và BUSINESS RESULTS
- Developing business plan và customer development, doing up/cross sale of products based on assigned customer portfolio to optimize customer benefits and achieve assigned business targets.

6. Other related tasks as assigned by management.

**Key Relationships - Direct Manager**:
Senior Manager, Priority Banking Center or Manager, Priority Business Management

**Key Relationships - Direct Reports**:
None

**Key Relationships - Internal Stakeholders**:
Priority Banking Center, branch, RBG Division IB, Card Center, PCC, CCA,

**Key Relationships - External Stakeholders**:
Personal customers

**Success Profile - Qualification and Experiences**:

- Qualifications
- English proficiency: TOEIC certificate or equivalent according to bank's requirement

Domain Expertise
- Experienced in managing customer portfolios. Understanding the behavior and needs of Priority Customers. Knowledge of credit operations, products for priority customers including: transaction, savings, credit, investment, insurance, card... and have the ability to advise on a total financial solution package for customers