AVP/Head, Business Support, Retail Brokerage

***Job PurposeThis position is responsible for developing and executing initiatives to support the business performance of the Retail Banking Division. Key duties include leading, managing, and coordinating the activities of the Customer Service and Business Support departments to ensure the delivery of high-quality, efficient, accurate, and compliant services.This role focuses on enhancing customer experience by ensuring timely resolution of requests, inquiries, and complex issues; standardizing and improving internal operational processes; promoting automation; and closely collaborating with relevant departments to implement projects that ensure seamless system and service operations.***ResponsibilitiesManage & responsible for:-      Oversee all activities of the Customer Service and Business Support departments.-      Develop and implement customer service strategies aligned with the company's business objectives.-      Manage customer service channels including call center, email, live chat, mobile app, and in-branch support.-      Train and guide staff on securities products, legal compliance, transaction operations, and professional customer service skills.-      Handle complex customer complaints and issues related to accounts and transactions.-      Collaborate with relevant departments (Product, Operations, IT, Compliance, BCCO, etc.) to improve processes and customer service solutions.-      Establish performance indicators (KPIs), evaluate work effectiveness, and implement measures to enhance productivity.-      Monitor compliance with regulations, policies, and service quality standards.--> Expected Outcomes/Deliverables:-      Ensure efficient and synchronized operations of both departments to meet established objectives.-      Build and develop a competent workforce to effectively meet job requirements.-      Achieve KPIs on time, improving work efficiency and service quality.-      Fully comply with internal regulations, policies, and quality standards to minimize errors and risks.-      Enhance customer experience.2.Project Management:-      Participate in projects related to the Customer Service and Business Support departments.-      Ensure timely progress and delivery of assigned projects.Collaborate with relevant departments to ensure projects are completed on schedule.3.Processes & Procedures builder:-      Responsible for developing guidelines related to the Retail Banking Division.-      Contribute to process improvements to enhance the quality of Business Support operations.-      Manage all payments related to product fees, service fees, refunds, and handle products within the Retail Banking Division.-      Ensure compliance in all approvals.-      Provide timely reports as requested.-      Try to automate at least two processes or procedures within the Business Support/Customer Service departments.4.Others tasks/ad-hoc tasks:Perform other tasks as assigned by the Head of Retail Brokerage***Qualifications-Education: University graduation, Degree/Diploma in Economics or related major.-Experience: At least 7-year experience in stock fields.-Certificate/Regulatory Certifications:Must have one of the following Brokerage licensing:Securities Brokerage License, Financial Analysis Certificate, or Fund Management Certificate issued by the State Securities Commission of Vietnam.-Job Specific Skills & Competencies1.Professional Competencies· Solid understanding of the securities market, trading, and depository processes.· In-depth knowledge of regulations issued by the State Securities Commission of Vietnam (SSC), the Vietnam Securities Depository and Clearing Corporation (VSDC), and other relevant laws.· Proven ability to develop, train, assign tasks to, and evaluate the performance of customer service teams.· Proficient in Microsoft Office applications.· Good command of English.2.Soft Skills· Clear, persuasive, and adaptable communication with various customer segments.· Strong analytical and problem-solving skills, especially in urgent situations related to orders, accounts, or data security.· Ability to motivate, guide, and coordinate teams to achieve service KPIs and drive continuous improvement.3.Preferred Personality Traits· Customer-centric mindset, prioritizing customer satisfaction and experience in all decisions and service delivery.· Ability to work effectively under high-pressure conditions.· Personal traits: creative, honest, decisive, and proactive.