Vice President and Head, Center Service & Business Development, HCMC

Job Purpose:
You are responsible to drive UOB’s key performance indicators in the area of business development, service and operational excellence in the front line. Be a locality expert/ community leader of Ho Chi Minh City and strategically engage with key customer segments of UOB Vietnam.
In your role, it is vital to ensure good collaboration with business segments, turn meaningful engagements into business opportunities and promote strong service culture in our one-stop service center.
You will also be required to lead/ work closely with your Service Center Head to champion risk culture and operational excellence in the front line.
Reporting into division head - Channels & Digitalization, UOB Vietnam

Job Description:
Collaboration & Business Generation
• Joint marketing and appointment involving various segments
• Promote and drive cross segment referrals between business units and across regions
• Customers’ Events and Seminars involving various segments
• Joint Branch activities to build team spirit and teamwork among various segments
• Execute branch strategy in close collaboration with country segments / products to ensure branch sales optimization and cost efficiency
• Work closely with segments / products in determining sales targets and service quality level at Branches
• Involvement in Business Development and Strategic Planning
• Provide quality referral and leads
• Community leaders building networks to grow NTB customers
• Regular joint meetings and engagement to drive KPI and campaign targets
• Manage / optimize trade-offs between sales and service capacity within Branch and ensure they are aligned to overall channel / branch policies

Operations & Service Experience
• Coaching, counselling, sharing of observation feedback and common lapses to both sales and service staff
• Prompt update of changes to and new regulatory requirements and penalties
• Ensure compliance to internal and group policies related to branches
• Ensure all complaints and feedback are resolved promptly and root cause identified to prevent similar occurrence in future
• Regular engagement of customers to deepen relationship, increasing of wallet share and prevent attrition of valued customers

People Management
• Coaching, counselling and developing of both sales and service staff to increase productivity
• Involvement in Joint Interviews and Appraisal as well as career progression and succession planning, encouraging job rotation and internal job postings
• Active Engagement and motivation to prevent attrition of good performers
• Manage branch staff (both sales and service) on a day-to-day basis
• Manage and allocate suitable Branch Sales/ Service Staff for skills and product training

Others
• Project a professional image through high standard of personal grooming
• Actively participate in Bank’s ongoing campaigns and programs
• Identify opportunity for sales leads and referrals
• Create awareness to customers on Bank’s products
• Educating customers to UOB Digital Platforms

Any other duties as assigned by Head of Channels & Digitalization

Key requirements
• Minimum 10 to 12 years of relevant experiences and preferably in the front line.
• At least 5 years of management experiences.
• Be self-driven, able to motivate and lead a large team.
• Able to appreciate service, operations and sales.
• Be familiar with industry guidelines and regulations.
• Results driven and ability to strategize plan and execute with your team members.
• Digitally savvy and able to engage FinTech/ Tech ecosystem partners.
• Project management experience will be an added advantage to the role.

- Competitive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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