Expert, Channel Design and Management

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

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