Senior Expert, Customer Relationship Management

20 Jan 2025

**Senior Expert, Customer Relationship Management - USME (40000901)**:

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

- Facility: Business Banking

**Job Purpose**:

- The job holder establishes, develops, and manages relationships with new and existing USME customers; Responsible for consulting on products and services, customer care, monitoring customer status in the managed book (including risk management, debt collection monitoring) to achieve business targets.

**Key Accountabilities (1)**:

- 1. KYC:

- Collect/research about the assumptions and sources of potential customers (leads) to understand the characteristics, needs, markets, competitive banking products... of USME customer segments / assigned focus sub-segments./ Collect / learn about the assumptions and sources of potential customers (leads) to understand the characteristics, needs, markets, competitive banking products... of USME customer/ assigned focus sub-segments.
- Collecting, analyzing information about customers: operating, methodology, business plans, financial statements,.. to understand the characteristics và business model, customer's key success and risk factors, customer needs by assigned USME segment / sub-segment and consult financial solutions for customers

2. Products và Prices:

- Continuously update product knowledge, features, benefits, selling points and related policies to advise customers about:

- Standard Product and Service, package product, business program including deposit, credit, services, trade finance, foreign exchange, derivatives, and other products for USME business customers.
- Price policy based on financial plan with customers (ACP) / risk (RORWA) / performance on risk assets (TOI / RWA) / life cycle value of customers (CLV) according to regulations of TCB

3. Sales và Services:

- Establishing relationships with new customers according to the list of assigned customers or self-seeking customers through relationships, forums, conferences ; building and developing relationships with existing customers, managing portfolio (in terms of sales, quality, structure...); promote sale, cross-selling to increase wallet share and portfolio quality according to TCB's oriented strategic
- Sales planning, business opportunity identification and identification (ACP) with target customers.
- Financial consulting for customers: consulting in business planning, methods of managing financial statements, managing cash flows, costs and profits; coordinating with product sales departments and related units to build overall, optimal financial solutions on the basis of customer knowledge and industry developments, ensuring customers are best served according to service model regulated by TCB in each period.
- Customer care: taking care of customers in the managed book, transferring CVP to customers and implementing quality commitments (TATs / SLAs) to enhance customer experience and satisfaction at TCB

**Key Accountabilities (2)**:

- 4. Credit risk management:
4.1. End-to-end credit risk management on the book managed. Directly perform / coordinate with Risk Management Division to appraise customers; control, work with relevant departments to complete procedures for approval, valuation, disbursement, post-loan management in accordance with TCB's regulations..
4.2. Credit Appraisal:

- Collect records, documents; monitor, update relevant information about the Customers, the Customer's business situation to serve the account management, propose solutions, evaluate, appraisal and take care of the Customer..

4.3. Post-lending management:

- Manage post-Lending of the book in accordance with regulations issued by CIBG Division and Risk Management.
- Propose, coordinate and implement measures in dealing with overdue debts for managed customers.
- Prevent risks in business activities in accordance with the Bank's regulation in each period.

**Key Accountabilities (3)**:

- 5. Operating:

- Absolutely comply with regulations, procedures, instructions... related
- Actively identify and manage operational risks related to the book managed.

6. Organization và Personnel:

- Develop yourself to complete missions and adapt to work-related change.
- Closely cooperate with related positions, towards the common targets of the bank.

7. Effective management:

- Strictly manage business performance compared to the assigned target
- Manage existing customer book (in terms of sales, quality, structure...), promote additional sales, cross-sell to increase wallet share and portfolio quality according to TCB's orientation.

8. Others:

- As assigned by the USME Director.

**Key Relationships - Direct Manager**:
Senior Manager Business Banking USME/ Manager Business Banking USME.

**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