Manager, Virtual Advisory Channel

Job Purpose
Take responsibility for :

'- Manage activities and performance result of virtual advisors to onboard customers, consult suitable products to bring the best experience to customers, comply with TCB business strategy direction, TCB regulation, procedure and policy to achieve Virtual Advisory Channel's target and RBG's target

Key Accountabilities (1)

• Manage sales and business efficiency
• Receive and assign targets to groups of virtual advisors in team, comply with business plan and direction at each period
• Deploy lead exploration and consult products via virtual channels which comply with bank strategy direction and bank's policy, procedure
• Frequently manage advisor's activities to onboard customer, consult suitable products to bring experience following channel direction at each period, refer complex products
• Concentrate and actively explore customer's needs following HO monthly campaign
• Ensure momentum of continuos business, comply with direction/strategy
• Actively cooperate with relevant units to handle timely issues occured during business operation process

Key Accountabilities (2)

• Human resource, Compliance and service quality

2.1. Human Resource

• Attract, onboard and retain talent aligned with organization culture.
• Communicate KRA/KPI, target, action plan, expectation and result of individuals and team to all team members
• Manage unit performance and provide regular feedback (according to the annual performance management cycle);
• Facilitate the development of capacity of members at the unit through capacity assessment, on-the-job training, coaching and feedback, etc.;
• Motivate and recognize the contributions of team members to achieve common goals;
• Responsible for developing talent in the team;
• Set an example and promote corporate culture at the unit;
• Understand and communicate compensation mechanism to team members

2.2. Compliance Management

• Ensure staffs fully implement all steps according to the bank's procedures.
• Consistently deploy criteria according to principles of conduct for compliance-related issues.
• Control the level of compliance with the bank's rules, regulations and standard procedures
• Manage operational risks in accordance with the bank's regulations and instructions
• Identify, report, and participate in handling operational risks.
• Ensure staff comply with regulations on information security

2.3. Service quality management

• Build up procedures and guideline for the department's operations
• Training/Coaching/Supervising staff to comply with the regulations of the bank's service quality standards
• Regularly check and monitor the service quality of virtual advisors in team
• Ensure staff activities comply with policies, regulations, procedures, internal guideline... and service quality commitments (SLAs)

Key Accountabilities (3)

• Build up organization culture
• Build up solidarity culture, encourage staffs to achieve success
• Fully aware of TCB culture and follow 5 core values, behaviour standards, DNA of Techcomer
• Ensure management in the unit in accordance with 3 principles: fairness, transparency and respect
• Be sure to set an example in building organizational culture
• Ensure correct and complete implementation of organizational culture implementation plans; employees understand and consistently apply organizational cultural values and behavioral standards.

Perform other tasks as requested by management

Key Relationships - Direct Manager
Director, Virtual Advisory Channel

Key Relationships - Direct Reports
Staff in the management department

Key Relationships - Internal Stakeholders
Teams inside and outside RBG

Key Relationships - External Stakeholders
Individual customers, competitors…

Success Profile - Qualification and Experiences

• Bachelor degree with major: Finance and banking; Foreign Trade; Economics
• At least 6 year experience in finance and banking sector and 2 year experience in team management
• English proficiency: According to the Bank's policy in the each period