Senior Officer, Customer Relationship Management

26 Feb 2025

**Senior Officer, Customer Relationship Management - SME (40000899)**:

- Category: Retail Banking Group
- Job Type:

- Facility: Retail Banking

**Job Purpose**:

- The job holder responsible for construction, development and management with customers. Responsible for consulting and sales, after-sales care / follow-up, risk management, debt collection monitoring,... for customers assigned from time to time to (SME / MSME) to achieve target assigned.

**Key Accountabilities (1)**:

- 1.Customer Insight
- Collect / learn about the opinions and potential customers (leads) to understand the characteristics, needs, markets, competitive banking products... of MSME customer segments, SMEs / focus main customer group assigned.
- Collect and analyze information about existing customers, operational status / methods / business plans, financial statements,... to understand customers, needs and be able to advise on plans. business for customers.

2. Product and Pricing
- Understand products, solutions and pricing policies for customers assigned (SME / MSME)
- Determine price policy, suitable products to advise assigned customers (SME / MSME)
- Proposing and participating in building products, solutions and pricing policies for customers with departments at Head Office.

3. Sale and Service
3.1 Sale Planning and Customer Care Plan
Sales and customer care planning for assigned customer categories based on business goals and customer portfolio analysis
3.2. Sale Activities and Customer Care Actions
- Financial consulting: Consulting optimal financial solutions for customers on the basis of customer knowledge and industry developments
- Service quality: Ensuring the provision of products and services according to the process, commitment to quality of service (TAT, SLA,...), transferring CVP to customers, contributing to increase customer experience and satisfaction

3.3. Manage of sale activities and customer care actions
- Monitoring, evaluating and proposing adjustments to sales and care plans for customers

**Key Accountabilities (2)**:

- 4. Risk Management
4.1 Credit risk management
- Responsible for credit risk management from end to end process with managing the customer forfolio.
- Credit Appraisal : Credit appraisal, credit proposal, submit to competent authorities for approval
- Post - credit management : Check after credit extension, identify early warning signs... and ensure the correct implementation of instructions and regulations on post-loan inspection and control
- Manage the debt collection process with customers, participate in the debt settlement process according to regulations.

4.2 Operation risk management
- Deep understanding, implement and adhere to the regulations on operational risk management
- Proactively identify operational risks and make recommendations to the headquarters

**Key Accountabilities (3)**:

- 5. Operation
- Perform operations in accordance with the regulations absolutely comply with the regulations, processes, instructions... related.
- Proactively assess / propose improvement of operating procedures to direct management / HO

6. Organization and Personel
- Develop yourself to fulfill your role and adapt to work-related change.
- Closely cooperating with related positions, towards the common goal of the unit and the bank.

7. Effective management
- Effectively manage the portfolio of customers assigned in charge according to TCB's instructions, regulations and orientations
- Strict management of business results compared to the assigned target

8. Other jobs:

- According to the regulations and orientation of the bank and as assigned by the line managers from time to time.

**Key Relationships - Direct Manager**:
Director/Senior Manager/Manager responsible for SME segment

**Key Relationships - Direct Reports**:
None

**Key Relationships - Internal Stakeholders**:
CIBG Division; RBG Division, Risk Management Division, GTS Division, Opts Division, CA Division, HR

**Key Relationships - External Stakeholders**:
Customers

**Success Profile - Qualification and Experiences**:
Degree: University degree. Specialization in Foreign Trade / Economy / Finance / Banking is preferred
Experience: Minimum 5+ years in the field of sales / sales support for corporate customers.
English : minimum TOEIC 550 or equivalent.