November 8, 2024

Techcombank

Hà Nội

Director, Private and Priority (40001504)

8 Nov 2024

Director, Private and Priority (40001504)

Category: Retail Banking Group

Job Type:

Facility: Retail Banking

Job Purpose

'- To identify economic segments/sub segments and responsible for customer knowledge management.

To develop and manage customer value propositions for each targeted segments/sub-segment; participate with solution development; channel management and other related functions to ensure the designed offerings providing products, services fit with CVPs and customer needs.

'- To participate with Strategy team to propose the targeted business model including Sales and Service model for Economic Segment and participate with sale and service model/standard design team to ensure the offerings can be delivered to targeted customers based on CVP.

Key Accountabilities (1)

'1. Segmentation

Identify economic segments and sub-segments.
Customer Knowledge management, including customer behavior/needs and periodically update customer knowledge through cooperating with related functions to collect, analyze customers information.
Identify group of customer knowledge to manage and give requirement to related units to collect and analyze
Participate with Strategy team to propose the targeted business model including Sales and Service model for Economic Segment

Key Accountabilities (2)

2. Customer value proposition (CVP)

Propose CVP with key offerings for targeted segment (5 components Product, Price, Service, Convenience, Experience)
Manage CVPs implementation by doing periodically assessment (offering implementation, customer feedbacks, competitors) to make appropriate CVP adjustments, or enrich the knowledge of customers
Participate in solution team/multifunctional team to design offering/solution in details, and give approval of Offering design & bundle to go to market to ensure they fit with CVP and customers’need.
Participate with sale and service model/standard design team to ensure the offerings can be delivered to targeted customers based on CVP.

Key Accountabilities (3)

3. Human resource management and development within the unit:

Encourage/motivate for employees and setup working enviroment in teamwork, comfortable, creative to increase employee engagement
Manage resources (develop manpower plans, coordinate human resources, train, develop adjacent staff, develop development roadmaps for employees, develop mechanisms for assignment, recognition and effectiveness evaluation. work results of employees ....), ensuring to maintain adequate and quality resources
Setup KPI for all employees and tracking performance periodically.
To orient the PDP for employees, coaching/mentor and support employees to develop their career path..

4. Corporate Culture:

Ensure corporate culture following with 3 principles: fairness, transparency and respect.
Ensure Role modeling in set up & develop organization culture.
Ensure to execute the corporate culture program fully, communicate with employees that they understand/apply the behavioral standards, corporate value consistently.

5. Other jobs as required by Senior Director

Key Relationships - Direct Manager

Head of Bussiness Segment

Success Profile - Qualification and Experiences

'- Have a university degree or MBA in Economics; Bank; Customer segment or related fields.

12 years of experience in the field of acknowledge customer; customer experience, in the banking industry.
In charge of the management role at least 06 year in the field of understanding customer segment...
Experience in build Customer value proposition, oriented key offerings based on CVP
Experience in managing performance customer indicators
Experience in market reseach, understanding competitors market..
Experience in developing business policies/programs, especially customer loyalty
Understanding in technology platforms, system and give some requirements for data analytics team
Experience in project management
Experience and understanding of change management
English: TOEIC minimum 700 or equivalent