Officer, Service Control (40001057)

## Job Purpose

The job holder is responsible (but not limited) for tracking and measuring the compliance and service quality delivered at all channels by TCB banking employees to make sure the compliance and service quality are followed strictly with the policy and standards of Techcombank, aiming for excellent customer experience and consistance at all employee positions.

## Key Accountabilities (1)

Tracking and Measuring service quality/service experience, customer satisfaction
To ensure the consistence of policy/process compliance and service quality/service experience delivered by TCB employees to customers at all channels

## Key Accountabilities (2)

Implementing and supporting for activities to improve compliance, service quality and customer experience.
- To make reports, analyze and highlight issues/pain-points that need to be focused for improvement from the tracking/measuring process
- Perform periodical reports

## Key Accountabilities (3)

Follow up to ensure the continuous improvement
Coordinate in carrying out and action plan follow up to ensure the improvement of employees by days, refected periodical measurment reports

## Key Relationships - Direct Manager

Senior Manager, Service Control

## Key Relationships - Direct Reports

## Key Relationships - Internal Stakeholders

## Key Relationships - External Stakeholders

Customers, partner banks, partners, auditing companies, state agencies (inspector, SBV...)

## Success Profile - Qualification and Experiences

Qualifications:
- University degree with major in economics, finance, banking, accounting and auditing or related fields
- Priority is given to postgraduate qualifications specialized in management.
Domain expertise:
- Experience 3 years in banking industry;
- English proficiency: according to the Bank's policy in each period
- Computer literacy: able to use office và finance/ banking softwares