Expert, Priority Business Management

28 Feb 2025

**Expert, Priority Business Management (40000964)**:

- Category: Retail Banking Group
- Job Type:

- Facility: Retail Banking

**Job Purpose**:

- The job holder is responsible for managing and supervising all activities at Priority Banking Center (PBC) to achieve assigned business targets.

**Key Accountabilities (1)**:

- 1. CUSTOMERS: CUSTOMERS LIST ADMINISTRATION
- Organize, guide and implement Priority customer portfolio management at Priority Banking Center
- Organize and guide PRM to analyze and assess customers' needs, the level of TCB's response to needs, and estimated resources to serve customers.
- Organize and guide the determination of orientation and action plan for customer development based on customer understanding
- Support PRM to meet the financial và non-financial needs of customers to ensure satisfaction in the service process, towards the goal of increasing relationship depth, sustainable development of customer portfolio
- Organize and conduct customer survey and analysis activities to come up with the most appropriate and effective way to deploy business activities for priority customers.
- Establish and maintain sustainable relationships with customers

2. PRODUCTS và SERVICES: QUALITY MANAGEMENT OF CONSULTING và SERVICES
- Organizing activities to provide products and services to Priority customers, ensure the quality of consulting và service quality of employees at the Center.
- Check, supervise and support employees to handle problems arising in the process of providing products and services to bring the best experience to priority customers.
- Regularly check and monitor the service quality of the Center, especially the positions directly in contact with customers.
- Propose ideas và participate in process/product/service improvement, policy/strategy planning related to priority customer segment

**Key Accountabilities (2)**:

- 3. SYSTEM: OPERATION COMPLIANCE và RISK MANAGEMENT
- Ensure center operations comply with internal policies, regulations, procedures, guidelines, etc. and service quality commitments (SLAs).
- Controlling operational risk and credit risk of the center to ensure the interests of customers and the bank.

4. HUMAN RESOURCES: RESOURCES MANAGEMENT AND ORGANIZATIONAL CULTURE
- Build and develop empolyee/successor teams on the basis of coordination/support of stakeholders to ensure sufficient resources for business
- Regularly, actively participate in developing training materials, teaching, organizing and implementing training activities, sharing and mentoring employees at the Center in particular and capacity development training for the priority customer service force in general.
- Evaluate employees at the Center to ensure quality human resources to meet business development requirements.
- Ensure management at the Center in accordance with 3 principles: fairness, transparency and respect
- Be an example in building organizational culture at the Center.

**Key Accountabilities (3)**:

- 5. EFFECTIVE MANAGEMENT: PLAN MANAGEMENT, EXECUTION MANAGEMENT và BUSINESS RESULTS
- Develop, implement and supervise business plans/activities at Priority Banking Center according to the operational orientation of Business Divisions and Techcombank from time to time.
- Receiving and assigning targets, coordinating, mentoring, monitoring and evaluating the implementation of targets of groups of employees of Priority Banking Center.
- Evaluate and measure the effectiveness of business/service activities at Priority Banking Center.
- Ensure a continuous/regular business rhythm when implementing the bank's business activities and services according to the orientation/strategy.
- Actively coordinate with related parties to promptly handle problems arising in the process of business operation and customer service.
- Manage the PBC's operating budget according to the approved limit.

6. Perform other related tasks at the request of management**Key Relationships - Direct Manager**:
Senior Manager, Priority Banking Center or Branch Manager or Senior Branch Manager

**Key Relationships - Direct Reports**:
Employees in Priority Banking Center

**Key Relationships - Internal Stakeholders**:
Teams inside and outside RBG

**Key Relationships - External Stakeholders**:
Customers transact at banks, real estate companies, car showrooms, state-owned enterprises and private enterprises

**Success Profile - Qualification and Experiences**:

- Qualifications
- English proficiency: According to bank's requirement in the each period

Domain Expertise
- Experience in customer service, priority customer care. Deep understanding of the behavior and needs of priority customers
- Deep understanding of credit operations, risk management and financial product packages and solutions for high-end customers
- Experienced in training and coaching employees on priority banking products and services as well as service quality