[HCM – Global Transaction Services] - Consulting services - Business Banking

Mục tiêu / Objective (3)

• To support corporate segment RMs sourcing, engaging, and managing larger relationships (top 10% USME, MM) in introducing and structuring sound GTS solutions for their clients.
• To coach junior frontline staff (branch tellers, SME RMs) where possible on activities relating to GTS products.
• In addition to the individually assigned annual goals, jointly own regional team goals to meet team performance.

Trách nhiệm chính / Key accountabilities (4)

1. DRIVE PERFORMANCE WITHIN BRANCH SALES MODEL
- Understand annual budget goals, and develop your plan to meet the expected performance from within your segment coverage scope, and within your geographic coverage.
- Support the drive of any GTS product related business programs applicable to clients within your geographic coverage.
- Engage and work with WB/ BB segment teams to understand specific client segment needs of GTS solutions.
- Drive appropriate GTS solution adoption by understanding solution benefits to clients, and working with segment RMs and frontline teams to facilitate delivery.
- Actively manage clients’ transaction requirements according to their business needs and objectives.
- Update and manage your pipeline tracking to ensure your line manager and the reporting team can report results timely.
- Ensure account planning for all clients in the identified coverage segment are completed, and that the plan articulates relationship deepening steps, and revenue increasing action plan.
- Perform account planning reviews for all accounts under your overview on a quarterly basis.
- Actively identify and pursue new clients with high GTS transactional opportunity with assistance of the segment RMs
- Actively upgrading and identify new to new-to-bank (NTB) opportunities that will support GTS goals.
- Ensure the necessary marketing materials and sales tool kits to deliver GTS solutions are available to the frontline teams to provide to clients.
IN ORDER TO capitalize and deliver in alignment with the new GTS model with a clear focus on what is required of the role.
2. FORGING ENDURING CLIENT RELATIONSHIPS
- Take ownership of all key accounts allocated to you, and understand their business model and key drivers to ensure affinity is built with the client.
- Demonstrate an ability to understand and articulate clients needs.
- Demonstrate the ability and responsibility in providing sound transactional solutions, and an ability to explain respective banking propositions that value adds to client’s business and meets clients’ ongoing transactional need in accordance with TCB’s prescribed standards as well as industry regulatory requirements.
- Demonstrate a readiness to step-in to support client servicing needs when the appointed client service channels are unable to (including managing the client account, troubleshooting client problems).
- Identify and procure prospective clients in coordination with the appropriate client segment owners.
- Demonstrate keen engagement with clients to actively deepen and widen business relationships.
- Maintain a client-centric attitude to meet client’s requirements as identified through client engagements.
- Regularly visit clients and ensure that your Regional Manager or other seniors are introduced to key relationships, and complete a call report for each visit.
- Engage all customers directly assigned to you at least once a month (visits, calls, email exchange).
IN ORDER TO deliver a stronger, entwined relationship where the clients looks upon the bankers as financial advisors (as opposed to product pushers).
3. OPTIMISING PERFORMANCE OF GTS SOLUTIONS
- Demonstrate an in-depth understanding of all GTS product groups including risks & controls aspects, and able to act as a GTS product expert in support of the RMs. Able to articulate product application, product tailoring/ solutions upon clients’ needs/scenarios
- Demonstrate a good understanding of all bank’s products used by the segment of the clients you cover to ensure an ability to complement the RMs you support.
- Ensure optimum product utilization by monitoring of transaction dashboard and proactive review of transaction data.
- Support the drive to focus reactive service delivery at the Customer Contact Center
- Review and engage clients’ feedback on the delivery of service to clients to ensure the process is robust and transactions are timely.
- Provide suggestions on improvement of service standards to the appropriate GTS team.
- Adhere to all local regulatory and compliance requirements throughout the client interaction value chain.
- Alerting the respective GTS units where improvements are necessary, e.g. GTS Products to enhance products, GTS Implementation for implementation quality issues, etc.
IN ORDER TO maximize the breadth of the GTS solutions available to clients, and to optimize the utilization to achieve interdependent benefits from the relationship.
4. TEAMWORK, DEVELOPMENT, AND MANAGEMENT
- Actively engage frontline teams within your geographic area of coverage to drive a close working relationship.
- Attract, coach, motivate and support RMs and branch colleagues to support their success.
- Identify the GTS product skills gaps within the frontline teams that require training reinforcement support and ensure that this is addressed by the appropriate GTS team (Sales Planning)
- Drive collaboration, both within the team and across the organization to ensure issues are raised and blockages are resolved in a timely manner.
- Ensure your presence within your geographic coverage area of coverage is felt, and that RMs feel that you are approachable and available to support their GTS needs.
- Ensure that the RMs within segment coverage articulate that your support is assisting them to achieve their objectives.
- Sharing success stories in how to apply GTS products so that RMs are aware of alternative ways to help clients
- Support RMs in their account planning exercise by identifying GTS product opportunities and driving sales effort to raise revenue from GTS products
IN ORDER TO mutually facilitate the success of colleagues and deepen the bench strength of the team. This will also ready for the bank for further growth, and support the growth of individuals as they will be better equipped for larger roles.

Cấp Quản lý/ Line manager: GTS Sales Regional Manager

Quan hệ nội bộ/ Internal relationship

- Internal function in GTS including Sector; Consultants; Client Service; Product Execution; Implementation; Products
- Internal Division in Techcombank including Regional Directors; BB Regional Directors; WB & BB RMs; Branch operations; Credit Risk

Quan hệ bên ngoài/ External relationship: Customers; Partners;