Expert, Channel Design and Management

1 week ago

Hà Nội, Vietnam Techcombank Full time

25 Feb 2025

**Expert, Channel Design and Management (40000636)**:

- Category: Corporate & Institutional Banking Group
- Job Type:

- Facility: Corporate Banking

**Job Purpose**:

- The job holder has responsibility to develop and manage channels through
- 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
- Responsible to build a channel development roadmap, including O2O conversion roadmap, revenue, costs
- In charge of implementation roadmap and take responsibility for the outputs of channels
- Manage to design network, sales and service models (as per orientation and requirements from Business Segment)
- Responsible for developing regulations about right RM - right customer, customer contact strategy and plan
- Responsible for content management on e-banking channel
- Take charge to propose and manage sales tools technology requirements and approve related programs

2. Omni Channel management
- Responsible for monitoring Omni channel efficiency và performance

**Key Accountabilities (2)**:

- 3. Customer experience and service excellence
- Responsible for identifying priorities, build customer journeys across channels; issue and approve customer experience requests on the channels
- Manage the coordination with stakeholders in reviewing and handling policy, process, and solutions issues to optimize the customer experience on channels
- Responsible for reviewing and providing input to authorizers to approve testing programs (by CIBG or other divisions) on technology before mass deployment
- Responsible for 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**:
**Key Relationships - Internal Stakeholders**:
All department in CIBG & TCB (DO, GTS, IT, Ops, RBG, TO, WB )

**Key Relationships - External Stakeholders**:
Marketing agencies, Associations

**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 8 year working experience in banking/finance/credit/marketing with:

- Understanding of solutions to improve performance of BB (resource, system, operations, risk management)
- Understanding of banking activities
- Understanding of strategy, business model, CVP
- Understanding of customer experience, technology solution and models for alternative channel (call center, customer management in large scale and provide consultancy for customer through telesales)
- Mimimum TOEIC 650 or equivalent

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