Job Descriptions:

Responsible for designing and implementing the customer service direction which will enhance customer satisfaction and loyalty.

Job Resposibilities:

• Partner with the RB management team to align customer service policies and systems with the bank#39;s objectives.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Create a customer experience strategy for the Bank
• Build customer care programs for each target customer segment and maximize profits through cross-selling programs;
• Develop customer complaint handling procedures that deliver best customer experience with VIB products and services;
• Coordinate with relevant stakeholders to develop and implement related training programs to improve the capability and performance of Retail Banking employees;
• Assign, train, supervise and evaluate the performance of employees to ensure completion of the assigned work plan;
• Conduct other tasks assigned by the line manager.

Job requirements:

• Bachelor or Master degree in finance, banking, administration business;
• Minimum 7-year experience of building and implementing retail customer service strategy in famous financial institutions, in which have at least 2-year experience in a related management position in large retail banking organizations;
• Comprehensive knowledge of retail banking, customer demands, banking products and services, banking policies and regulations, banking system;
• Good leadership skills, good creative and strategic thinking skills;
• Good presentation skills, effective risk management skills and problem solving skills;
• Good communication and relationship management skills;
• Fluency in English.