Officer/Specialist/Senior Specialist Policy & Customer Service Experience
FUNCTIONS AND RESPONSIBILITIES
- Perform professional and operational tasks according to assignments, guidance, regulations and procedures:
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- Develop and update VikkiBank Regulations/Procedures/Guidelines on Service Quality;
- Develop and manage Programs and policies to promote implementation of service quality standards.
- Communicate and coordinate communication of content related to policies and service quality programs through appropriate channels as prescribed in each period.
- Participate in projects and programs for product and service development, digital transformation and improvement of customer experience.
- Coordinate in deployment, consultation and supervision of Units in implementing service quality standards and related tasks.
- Coordinate and support programs/activities related to implementation of service quality improvement programs.
- Coordinate with Units in the process of developing policies, products and programs of Vikki Digital Bank.
- Develop training materials for Units on service quality.
- Participate in proposing and implementing solutions, process improvements and work efficiency enhancements.
- Perform work and tasks according to assignments and directions from senior management/Department/Center/Division Head.
JOB REQUIREMENTS
Qualifications – Specialization
Qualifications: Bachelor's degree or higher
Specialization: Relevant to the assigned work.
Professional experience:
- For Officer: Preferably with experience related to the field and professional operations of the assigned work.
- For Specialist: Minimum 1 year of experience in Banking/Finance sector and related to the assigned operations. Able to mentor and guide Officers.
- For Senior Specialist: Minimum 2 years of experience in Banking/Finance sector and related to the assigned operations. Able to mentor and guide Officers/Specialists.
Knowledge:
- Basic knowledge in financial and banking sector;
- Knowledge of the work area and assigned responsibilities;
- Professional knowledge, procedures and tools/systems serving work in the assigned field.
Skills:
- Systems thinking, results-oriented and ready to adapt to changes;
- Good presentation, negotiation and persuasion skills.
- Skills in synthesizing, analyzing information and data, problem-solving;
- Innovative and creative thinking, continuous improvement; proactive and adaptable to changes;
- Good communication.
- Proficient use of Generative AI tools (such as ChatGPT, Gemini, Claude, Copilot) or automated reporting systems (Power BI, Tableau).
Other requirements:
- Foreign language: Preferably good English or other language communication skills, able to read and understand related documents.
- IT: Proficient in office IT (Word, Power Point, Excel, AI….).
- Other requirements: Preferably with professional certifications related to the operations and assigned work.
