Expert, Channel Design & Management

Job PurposeThe job holder has responsibility to develop and manage channels through- Omni channel design and policy development- Omni Channel management- Customer experience and service excellence- Other tasks and responsibilities as assignedKey Accountabilities (1)1. Omni channel design and policy development- Responsible to build a channel development roadmap, including O2O conversion roadmap, revenue, costs- In charge of implementation roadmap and take responsibility for the outputs of channels- Manage to design network, sales and service models (as per orientation and requirements from BusinessSegment)- Responsible for developing regulations about right RM – right customer, customer contact strategy and plan- Responsible for content management on e-banking channel- Take charge to propose and manage sales tools technology requirements and approve related programs2. Omni Channel management- Responsible for monitoring Omni channel efficiency và performanceKey Accountabilities (2)3. Customer experience and service excellence- Responsible for identifying priorities, build customer journeys across channels; issue and approve customerexperience requests on the channels- Manage the coordination with stakeholders in reviewing and handling policy, process, and solutions issues tooptimize the customer experience on channels- Responsible for reviewing and providing input to authorizers to approve testing programs (by CIBG or otherdivisions) on technology before mass deployment- Responsible for the activities of designing policies, procedures, coordination mechanisms, standards, servicequality measurement scorecards4. Other responsibilities as assigned