Manager, Customer Relationship Management

28 Feb 2025

**Manager, Customer Relationship Management - SME (40000896)**:

- Category: Retail Banking Group
- Job Type:

- Facility: Retail Banking

**Job Purpose**:

- The job holder organize and manage SME line assigned to achieve business targets, service quality,... according to the assigned targets.

**Key Accountabilities (1)**:

- 1. Customer Insight
- Organize and guide members to collect / learn leads and assumptions to understand the characteristics, needs, markets, competitive banking products... of the MSME customer segment, SME / focus group assigned.
- Organize and guide team members to collect and analyze information about existing customers, operations / methods / business plans, financial statements,... to understand customers, needs and is able to advise customers on business plans.

2. Product and Pricing
- Understand products, solutions and pricing policies for customers line (SME / MSME)
- Guide and advise RM to determine suitable products, solutions and pricing policies for assigned customers (SME / MSME)
- Propose and participate in building products, solutions, pricing policies for customers with departments at Head Office.

3. Sale and Service
3.1. Sale Planning and Customer Care Plan
- Build sale planning and customer care for the segment for members assigned to manage based on planning goals and customer portfolio analysis
- Guide RMs to build sale planning and customer care of their portfolio

3.2. Sale Activities and Customer Care Actions
- Financial consulting: Supporting staff to advise customers on optimal financial solutions on the basis of customer knowledge and industry developments
- Service quality: Control and ensure the provision of products and services according to the process, commitment to quality of service (TAT, SLA,...), conveying CVP to customers, contributing to increase experience and satisfaction of KH

3.3. Manage of sale activities and customer care actions
Track, evaluate and adjust sales and care plans for customers
- Effectively manage the portfolio of customers assigned in charge according to TCB's instructions, regulations and orientations;
- Strictly manage business results, performance results of the team and employees compared to the assigned target,

**Key Accountabilities (2)**:

- 4. Risk management
4.1 Credit risk management
- Responsible for end-to-end credit risk management of the RMs of the customer portfolio
- Credit Appraisal : Jointly responsible for the credit appraisal, the credit proposal of the managerial staff, coordinate to submit to the competent authorities for approval
- Post - credit managment : Organizing post-credit inspection and control, identifying early warning signs... and ensuring the compliance with 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
- Absolutely grasp and comply with regulations on operational risk management
- Guide team members to implement and comply with operational risk management regulations
- Proactively identify operational risks and make recommendations to the headquarters

5. Operation:

- Organizing Management, ensuring the compliance of the team members ' operations with regulations, processes, instructions... related.
- Proactively evaluate / propose improvements in operating procedures to Head Office

6. Effective management
- Effectively manage the portfolio of customers assigned in charge according to TCB's instructions, regulations and orientations;
- Strictly manage business results, performance results of the team and employees compared to the assigned target,

7. Other job
According to the regulations and orientation of the bank and as assigned by Line Manager from time to time**Key Accountabilities (3)**:

- PEOPLE MANAGEMENT
- Attract, onboard and retain the right talents for a high
- performing team
- Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members
- Manage team performance và provide feedback regularly (following the annual performance management cycle);
- Enable team member’s professional and personal development through capability assessment, training, coaching và feedback, etc.
- Motivate and recognize team members’ contributions towards the team’s shared goals
- Responsible for developing talents within the team
- Act as a role model and promote corporate culture at sub
- function level
- Understand và communicate relevant HR offerings to team members.

**Key Relationships - Direct Manager**:
Director, Business Banking Center

**Key Relationships - Direct Reports**:
SRM/RM SME

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

**Key Relationships - External Stakeholders**:
Customers, economic organizations, industry associations, local government agencies