JOB DESCRIPTION:
1. Role
Responsible for coordinating and controlling customer service operations control work to limit errors and risks, ensuring compliance with SHB and State Bank of Vietnam (NHNN) procedures and safe, efficient operations.
2. Main Responsibilities
2.1. Participate in building, reviewing and perfecting the system of operational documents on customer service operations control as assigned
- Draft and review content of regulations, procedures, and operational guidelines.
- Coordinate consolidation of opinions and clarify comments related to document content.
2.2. Participate in building operations control work, analyzing data and conducting reports
- Build and update review and operations control criteria according to regulations and actual customer service operations
- Collect, process and analyze control data
- Conduct reviews, identify errors and operational risks
- Prepare periodic/ad-hoc control reports and risk alerts
- Propose recommendations, monitor and coordinate error correction
2.3. Participate in building and implementing customer service operations control training work
- Develop training content and materials on customer service operations control
- Propose training topics and formats appropriate to actual operations and emerging errors and risks
- Conduct direct training for assigned classes.
- Report training results and propose recommendations and improvements
2.4. Participate in building, operating and developing reporting systems serving customer service operations control work
- Build systems serving customer service operations control work
- Participate in developing and upgrading reports and dashboards as required by management.
- Participate in deploying projects related to customer service control operations
- Control data and report quality within the assigned scope.
2.5. Guide and control work quality of lower-level specialists within the assigned scope.
- Provide operational guidance and assign work according to plan.
- Control data and report quality produced by lower-level specialists.
- Support training and mentoring as assigned by the Head/Deputy Head of Department.
2.6. Participate in projects, initiatives and perform other tasks as assigned by the Head/Deputy Head of Department.
2.7. Advise on professional matters related to operations control to the Head/Deputy Head of Department and perform other tasks as assigned
JOB REQUIREMENTS:
1. Education: Bachelor's degree or higher in Economics, Finance, Banking, Business Administration or related fields
2. Experience: Minimum 05 years of experience in audit, risk control and compliance, customer service operations management, operations control and related business fields.
3. Professional Competencies
- Understanding of customer service procedures and regulations - Building individual business processes requires consulting multiple SHB procedures and regulations and laws. Understanding of the operational flow of customer service departments at commercial banks and how to ensure operational procedures comply with regulations and procedures. - Independently provide analysis and assessment of the appropriateness of each customer service operation against legal regulations or State Bank of Vietnam guidelines.
- Understanding of customer service operation technology - Knowledge of corebanking systems with open subsystems CIF, demand deposits, savings deposits, etc. Technologies being applied to support customer service operations: CRM systems, Sahabranch, etc. Services connecting with banks: electricity, water, tax payments, public services, service provider companies, etc. - Based on available data, classify and identify improvements in a product process. - Proactively propose improvements to enhance operational efficiency
- Customer service consulting - Proficient consulting skills including: identifying issues, finding SHB procedures, regulations and legal provisions to apply to situations. Analytical reasoning that is persuasive and logical for issues related to customer service department operations at business units - Advise and provide reasonable and flexible solutions for relatively complex situations requiring reference to multiple SHB procedures and regulations and laws with the spirit of providing maximum support to customer service staff at business units.
- Risk management - Classify potential risks in customer service operations - Apply risk knowledge to identify risks arising at each step of the operational process
- Training - Develop materials and guidance on simple issues - Develop training plans - Participate in training in the role of assistant trainer
4. Foreign Language: Preference for candidates with English proficiency (TOEIC 500 or equivalent certificates)
5. Office IT: Proficient use of office software, including Microsoft Office tools such as Microsoft Office Word, Excel, Power Point, Outlook e-mail. Able to quickly familiarize and use internal software systems well
