Expert, Channel Design and Management (40000636)

Job Purpose

The job holder has responsibility to develop and manage channels through
- Omni channel design and policy development
- Omni Channel management
- Customer experience and service excellence
- Other tasks and responsibilities as assigned

Key Accountabilities (1)

1. Omni channel design and policy development
- Responsible to build a channel development roadmap, including O2O conversion roadmap, revenue, costs
- In charge of implementation roadmap and take responsibility for the outputs of channels
- Manage to design network, sales and service models (as per orientation and requirements from Business Segment)
- Responsible for developing regulations about right RM – right customer, customer contact strategy and plan
- Responsible for content management on e-banking channel
- Take charge to propose and manage sales tools technology requirements and approve related programs
2. Omni Channel management
- Responsible for monitoring Omni channel efficiency và performance

Key Accountabilities (2)

3. Customer experience and service excellence
- Responsible for identifying priorities, build customer journeys across channels; issue and approve customer experience requests on the channels
- Manage the coordination with stakeholders in reviewing and handling policy, process, and solutions issues to optimize the customer experience on channels
- Responsible for reviewing and providing input to authorizers to approve testing programs (by CIBG or other divisions) on technology before mass deployment
- Responsible for the activities of designing policies, procedures, coordination mechanisms, standards, service quality measurement scorecards
4. Other responsibilities as assigned

Key Accountabilities (3)

Key Relationships - Direct Manager

Director, Channel Design and Management

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

All department in CIBG & TCB (DO, GTS, IT, Ops, RBG, TO, WB…)

Key Relationships - External Stakeholders

Marketing agencies, Associations…

Success Profile - Qualification and Experiences

- Bachelor's degree in Economics / Finance / Banking / Marketing / Business Administration
- Priority to have a master's degree or higher
- Minimum 8 year working experience in banking/finance/credit/marketing with:
- Understanding of solutions to improve performance of BB (resource, system, operations, risk management)
- Understanding of banking activities
- Understanding of strategy, business model, CVP
- Understanding of customer experience, technology solution and models for alternative channel (call center, customer management in large scale and provide consultancy for customer through telesales)
- Mimimum TOEIC 650 or equivalent