Senior Manager, Customer Relationship Management - USME (40000900)

Key Accountabilities (1)

1. KYC:
- Organize to collect information, analyze the micro market in the area, customer information to understand characteristics, needs of market, competitive banking products ... in USME segment / focus sub-segment and acknowledge customers in managed portfolio.
- Build relationships with (related partners ...) associations, state agencies, ... in the locality to find and exploit potential resources
2. Product và Price:
- Manage and support SRM và RM USME on consulting all products and services, Product packages, business programs, Derivative products and other products for USME customers.
- Manage the list of products / business programs according to CIBG's direction
3. Sales và Services:
3.1. Make a sales plan for the team:
- Assign appropriate member according to sales plan, segment / sub-segment capabilities and knowledge
- Deploy business activities, policies, and customer care services to team members, support member to implement, monitor and evaluate performance results.
3.2. Financial consulting:
- Supporting and guiding team members to develop relationships with customers, consulting optimal financial solutions for customers on the basis of understanding customer status and in-depth knowledge of industry developments
3.3. Manage customer book:
- Manage the team's existing customer book (in terms of sales, quality, structure ...), promote selling / cross-selling to increase book efficiency according to the target, strategic orientation of CIBG
3.4. Customer service
Control and ensure the product and service delivery of the staff in charge according to the process, commitment to quality of service (TAT / SLA ...), convey CVP to the customer, contribute to increasing customer experience and satisfaction at TCB/ Ensure the provision of products and services by the staff in charge according to the process, commitment to quality of service (TAT / SLA ...), convey CVP to customers, contribute bring good experiences to TCB’s customers

Key Accountabilities (2)

4. Credit risk management:
4.1. Responsible for end-to-end credit risk management on the managed book of the team’s RM
4.2. Credit Appraisal
Having responsible for credit appraisal with RM and Risk Management Division, propose credit extensions of team members, coordinated propose to authorities for approval.
4.3. Post-lending management:
- Organize and guide RM to monitor credit quality after credit extension, identify early warning signs, monitor business plans, cash flow of customers ... and ensure compliance with instructions / oriented risk treatment.
- Manage debt collection, take part in handling bad debts that arise according to regulations
- Support and guide RM in implementing risk prevention measures in business operations in accordance with the bank's regulations from time to time.
5. Operation:
- Manage, ensure the activities of the individual and the team in charge of absolute compliance with the regulations, procedures, instructions ... related
- Actively identify and manage the operational risks of the whole group

6. Effective management:
- Manage Effect of the portfolio of customers assigned in charge according to TCB's instructions, regulations and orientations
- Manage Effect of the portfolio of customers assigned in charge according to TCB's instructions, regulations and orientations
7. Others:
- As assigned by the Director of CBC.

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.

Success Profile - Qualification and Experiences

University degree prioritizes Economics / Finance / Banking / Business Administration / Accounting / Auditing
Minimum of 8+ years in the field of sales, appraising business customers, at least 4 years experience in management level
English: Minimum TOEIC 650 or equivalent