Job Description:
I. POSITION FUNCTION Manage, operate and supervise all team activities to ensure continuous 24/7 operation, safety, and strict compliance with internal regulations and laws. Responsible for organizing receipt, monitoring, processing and controlling alerts on the CNNH system related to transactions, accounts showing signs of suspected fraud, deception; ensure response time and processing meet SLA standards. Coordinate with relevant units in handling security incidents, payment operation safety; make decisions or provide timely advice on measures to prevent, block/unblock accounts, lock digital banking applications within authority. Build, optimize and update business processes, incident response procedures, authorization and information security. Train and develop personnel, assign shift schedules (night shifts, weekends, Tet holidays) and manage work performance of team members. Perform periodic/urgent reporting and take responsibility to management for the quality of work of the entire team. II. JOB RESPONSIBILITIES 1. Build, manage and organize business activities: 2. Learning and development: - Assign and coordinate work schedules by shift (night shifts, weekends, Tet holidays) for specialists, ensure continuous operation without interruption. - Monitor and detect unusual transactions, signs of fraud, deception on the CNNH system according to regulations. - Approve/control decisions to lock digital banking applications, block/unblock accounts or control suspected fraud transactions submitted by specialists in accordance with authority and approval procedures. - Ensure the entire team strictly complies with regulations on authorization, information security, personal data protection and maintains audit trails throughout the processing process. Monitor SLA compliance rate. - Directly direct and handle high-level emergency situations; coordinate smoothly with relevant internal units (such as Risk Management, IT, Cybersecurity, etc.). - Propose solutions to improve technology, monitoring tools, office applications and core banking systems to improve team work efficiency. - Provide training and guidance on business operations, convey knowledge about common fraud types to new and existing specialists. - Implement periodic/urgent reporting as required by direct management. - Participate in internal and external training courses to enhance daily business knowledge for work at the unit. 3. Other work: - Participate in building and updating incident response procedures for security and safety in payment operations; - Perform other tasks as assigned by the Team Head and Call Center Director.Job Requirements:
III. REQUIREMENTS ON COMPETENCY LEVEL, QUALIFICATIONS, EXPERIENCE AND APPEARANCE 1. Competency requirements 2. Qualifications and experience requirements Competency content Level * Qualifications: Bachelor's degree or higher in Finance – Banking, Information Technology, Management Information Systems, Information Security or related fields. * Experience: At least 03 years of experience in the banking sector, of which at least 01–02 years of experience in an equivalent position. * Skills: '- Leadership & Human Resources Management skills - Emergency situation handling & Decision-making skills - Communication and coordination skills - Technical expertise skills 1.1 Professional Competency Group Product and service knowledge 3 Industry and business expertise 3 1.2 Leadership Competency Group Vision 2 Project Management 2 1.3 Core Values Group Customer focus 3 People are assets 3 Collaborative development 3 Flexibility and adaptability 3 Discipline to win 2