At VNDIRECT, we believe that investing is not just numbers or transactions on a screen. It is a journey of financial maturity and peace of mind for each individual. After more than 19 years of development, with over 1 million customers, we continue to pursue a profound transformation: from a traditional brokerage company to a multi-channel asset management platform, with a mission to accompany investors on their journey to building sustainable financial health.
We are looking for a strategic partner for the Chief Operating Officer (COO) position – someone who will join us in fulfilling this mission with the mindset of:
Leading with Compassion
- Not just optimizing processes, but deeply empathizing with customer needs to rebuild the operating system, ensuring every touchpoint delivers absolute value and trust.
- Building a Servant Leadership culture. Where your role is to understand, empower and create space for each colleague to unlock their potential, grow together and serve.
This role is not just operations management. It is a journey of:
- Redefining the Operating Model around customer experience.
- Building a digital operating system based on data and AI, but guided by humanistic thinking.
- Creating an organization where exceptional growth goes hand in hand with self-discipline and kindness.
We are not looking for someone to just operate better than what we have. We are looking for someone to lead change from within – someone who understands that true "Transformation" must begin with mindset and empathy for people.
1. Operating transactions and customer services
- Oversee brokerage operations, order placement, settlement and clearing, custody, margin lending/advances, securities/fund transfers.
- Ensure uptime and availability of trading systems, order success rate, capacity to handle peak session overload.
- Standardize account opening, eKYC, onboarding, customer care and support processes (Contact Center/Live Chat/Branches).
- Improve service SLAs: response speed, first contact resolution (FCR) rate, NPS/CSAT.
2. Operational risk management and compliance
- Design and oversee first-line and second-line controls for business processes; manage operational risk, IT risk, fraud risk.
- Coordinate with Legal/Compliance to ensure compliance with SSC (State Securities Commission) regulations, HOSE/HNX/VSDC and internal standards.
- Lead BCP/DR (Business Continuity & Disaster Recovery) programs, conduct drills and periodic improvements.
- Oversee incident reporting, root cause analysis (RCA) and prevention of recurrence.
3. Process optimization, quality and cost efficiency
- Apply Lean/Six Sigma to simplify, digitize and automate front-to-back processes.
- Establish productivity measurement systems, unit cost, and service quality standards.
- Manage operational budget; optimize OPEX, branch efficiency, service centers; implement shared services/back-office hub.
4. Operational technology and data management (in coordination with CTO/CIO)
- Co-lead programs to upgrade core trading, OMS, risk engine, CRM, contact center, RPA/automation.
- Ensure information security, compliance with ISO 27001, NIST standards; manage access control, customer data protection.
- Build operational data platform (data lake/warehouse) for real-time monitoring and performance analytics.
- Deploy AIOps/Observability to monitor end-to-end journey from order placement to settlement.
5. Service supply chain, partner and vendor management
- Select, evaluate and manage technology, infrastructure and support service providers (BPO/KPO).
- Negotiate and monitor SLA/OLA, optimize total cost of ownership (TCO), plan vendor contingency.
- Ensure security, data and regulatory compliance when partnering with fintech/insurtech platforms and third-party providers.
6. Organizational development, culture and team capability
- Build a lean, clear operations structure with defined roles for first-line – second-line – third-line.
- Develop securities business, risk management, technology and data capabilities for the team.
- Implement programs to enhance service culture, operational discipline, continuous improvement spirit (Kaizen).
7. Transformation project management and capability expansion
- Lead digital transformation programs, product expansion (derivatives, bonds, digital asset management), and distribution channels.
- Manage operational project portfolio, ensure schedule, quality, budget; establish PMO/OKR/KPI for teams.
CANDIDATE REQUIREMENTS
1. Education
- Bachelor's degree or higher; preferably in Finance, Management, Information Technology, Mathematics – Statistics.
- Certifications: CFA/FRM/PRM, PMP/Agile, ISO 27001 are advantages
2. Work experience
- 10 - 15 years of operations experience in finance – securities/banking, minimum 5 years in senior leadership roles.
- Deep understanding of securities business: brokerage, custody, settlement and clearing, margin/lending, derivatives.
- Experience implementing trading systems, CRM, contact center, RPA, data analytics.
3. Professional knowledge/competencies/skills
3.1. Professional skills
- Design and optimize end-to-end processes; operational risk management and compliance.
- Service management per ITIL/DevOps; BCP/DR; information security.
- Operational data analysis, KPI/OKR design, real-time dashboards.
- Vendor management, SLA/TCO negotiation.
3.2. Leadership skills
- Lead cross-functional teams (Front/Middle/Back Office, IT, Customer Service).
- Make quick decisions, handle crises, communicate internally and externally.
- Build culture of operational discipline, customer-centric approach, continuous improvement.
4. Personal qualities
- Leading with Compassion: Empathize with customer and colleague needs, build Servant Leadership culture where everyone is empowered and developed.
- Integrity, transparency, compliance.
- Systems thinking, data-driven, quality-focused.
- High stress tolerance, flexibility to market/regulatory changes.
CANDIDATE BENEFITS
- Flexible & Competitive compensation: Receive fixed salary commensurate with capability and attractive bonuses based on actual performance contribution on projects.
- Clear career development path
- Benefits & working conditions: Active Cool-down mechanism: After long-term consecutive campaigns or projects, the company prioritizes creating space and time for you to transition to rest, training and energy recovery, preparing for the next steps.
- Full insurance, healthcare and benefits according to State regulations and the Group's special policies.
- Open, transparent and fully digitalized working environment.
- Premium health insurance package and 24/24 accident insurance beyond BHXH, BHYT, BHTN as per State regulations.
- Training programs for personal capability development, team engagement programs, retreats, teambuilding.