Manager, Retail Banking (40001002)

## Job Purpose

The person in charge of the position is responsible for the operational management and effective management of the retail banking (secured lending, unsecured lending, mortgage credit, insurance products and other products oriented from time to time) to achieve the target of the RBG Division in accordance with the Bank's business strategy, in accordance with Techcombank's processes and regulations.

## Key Accountabilities (1)

1. Business Administration:
- Develop, implement and supervise business plans/activities in retail banking - lending segment according to the operation orientation of RBG Division and Techcombank from time to time.
- Receive and assign targets, coordinate, mentor, supervise and evaluate the implementation of targets of groups of employees in the field.
- Evaluate and measure the effectiveness of business/service activities in the segment.
- Ensure the business rhythm is continuous/regular and in accordance with the direction/strategy.
- Actively coordinate with related parties to promptly handle problems arising in the process of business operation and customer service.
- Ensure that the department always implements the assigned KPIs
- Manage the department's operating budget according to the approved limit.
- Monitor the development of the retail market and the moves of competitors in the region and promptly contribute action ideas to the Unit Director
- Collaborate with Branch Manager and Regional Business Development Manager to conduct training, introduce products, and contribute ideas to RBG's sales campaigns
- Develop and manage relationships with customers and other partners.
- Take responsibility for errors/violations in operations that seriously affect revenue/expenses and reputation of the unit and the bank.
- Be responsible for other assigned tasks within the scope of their functions and powers
- Be proactive in responding to business divisions and departments at the head office to develop and improve Techcombank's processes, policies and products upon request.

## Key Accountabilities (2)

PEOPLE MANAGEMENT
- Attract, onboard and retain the right talents for a high- performing team
- Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members
- Manage team performance & provide feedback regularly (following the annual performance management cycle);
- Enable team member’s professional and personal development through capability assessment, training, coaching & feedback, etc.
- Motivate and recognize team members’ contributions towards the team’s shared goals
- Responsible for developing talents within the team
- Act as a role model and promote corporate culture at sub- function level
- Understand & communicate relevant HR offerings to team members.

## Key Accountabilities (3)

3. Service quality management

- Training / Coaching / Supervising staff at the unit to strictly comply with the provisions of the Bank's service quality standards

- Planning weekly, direct contact and interview with customers to receive ideas and build/consolidate service quality at the unit.

- Check, supervise and support employees to handle problems arising in the process of providing products and services to bring the best experience to customers.

- Regularly check and monitor the service quality of the array

- Proposing ideas và participating in process/product/service improvement, policy/strategy planning related to Individual Customer segment

4. Compliance Management

- Ensure department operations comply with laws, internal policies, regulations, procedures, guidelines, etc. and service quality commitments (SLAs).

- Controlling operational risk and credit risk of the center to ensure the interests of customers and the bank.

5. Debt quality management

Responsible for managing debt quality and debt portfolio at the unit (including but not limited to: debt rescheduling, debt structuring).

6. Perform other tasks as requested by management

## Key Relationships - Direct Manager

Senior Branch Manager

## Key Relationships - Direct Reports

Expert, Retail Banking
Senior Officer, Retail Banking
Officer, Retail Banking
Officer, Credit support

## Key Relationships - Internal Stakeholders

Teams inside and outside RBG

## Key Relationships - External Stakeholders

Individual customers, competitors…

## Success Profile - Qualification and Experiences

Domain Expertise
- At least 06 years of experience in the banking sector, of which at least 02 years in a team leader or equivalent management position.
- Experience in using financial and banking software.
Qualifications
- Graduated from University or higher, preferably with a university degree / Major: Finance and banking; Foreign Trade; Economics or related field.
- English proficiency: According to the Bank's policy in the each period