Experiential Exercise#2: Develop a job description and a job specification for a specific

position at a company of your own choice

Purpose:
The purpose of this exercise is to give you experience in developing a job description and a
job specification.
Setup:
Your team develops a job description and a job specification for __________________. You
can assume the context where the job is offered (for example, location is in Ho Chi Minh
City; mid -size firms; MNCs, and so on). You can use multiple tools/sources such as the
Position Analysis Questionnaire (PAQ) and the Occupational Information Network
(O*NET) as well as local HR sources. There is no standard format for writing a job
description. However, most job descriptions contain sections that cover: 1. Job
identification 2. Job summary 3. Responsibilities and duties 4. Authority 5. Standards of
performance 6. Working conditions 7. Job specification

Job Description: Relationship Manager – Small and Medium Enterprise (SME)

Techcombank is one of the leading commercial banks in Vietnam, being the first choice of small
and medium enterprises. Over the year, TCB has earned the trust of thousands of enterprises by
steady financial ground, advanced product portfolio, whole-hearted service. With a wide network
of branches across Vietnam and modern e-banking service, we are serving millions of corporate
and consumer clients. Furthermore, we were also honored with Top 2 Vietnam’s Best places to
work in Vietnam in Banking industry for 5 consecutive years (2016-2020), from the well-
respected regional HR Asia publication.
OVERVIEW OF THE JOB
Objective:
- Establishing, maintaining, developing, and managing relationships with SME clients
- Consulting the products and services, customer care, monitoring customer status in the
management portfolio, including risk management, tracking debt collection to achieve
business goals.
Main Responsibility:
1.Customer Insight
- Build-up and maintain network relationship with corporate decision makers.
- Collect and analyze information about existing customers to understand customers’ needs and
be able to advise on business plan for customers.

2. Products and Price:

- Update and define products and price policies to advise customers:
- Standard products and services, product packages and business programs including
mobilization, credit, services, commercial finance, forex, derivative products and investment in
SME customers according to TCB's regulations from time to time. 
- Price policy based on financial plan with customers (ACP) / risk (RORWA) /efficiency on
risky assets (TOI / RWA)/life cycle value of customers (CLV) according to Techcombank
regulations.
- Collect information, competition policy of portfolio management customers.

3. Sales and service:

- Establish relationships with new business customers according to leads assigned or self-search
- Manage and develop existing customer portfolio (sales, quality, structure ...), promote upsale,
cross-sell to increase wallet share and portfolio quality according to TCB's strategic direction. 
- Financial consulting for customers: Coordinate with product sales departments and related units
to develop overall, optimal financial solutions to ensure customers are best served according to
the service model regulated by TCB from time to time.
- Make sales and service plans with each customer through ACP and implement customer
relationship strategy oriented by TCB
- Customer care: Responsible for taking care of customers in the management list, fully
implement service quality standards, commitments to quality of service according to TCB's
regulations to increase customer experience and satisfaction at TCB

4. Risk management
4.1 Credit risk management
- Be responsible for end-to-end credit risk management on the portfolio managed by the Client.
Directly perform / coordinate with Risk Management Division to appraise customers;
- Credit appraisal: Collect records, documents; check, supervise, update relevant information
about customers, customer's business situation to serve customer appraisal, propose solutions and
submit for approval. 
- Post-credit management: Manage, supervise after credit granting, identify early warning signs
and implement risk handling instructions/directions. Manage the debt collection process for
customers, participate in the debt settlement process according to regulations.
4.2. Operational risk management:
- Grasp and absolutely comply with regulations on operational risk management.
- Actively identify and manage operational risks related to the customer portfolio being managed

5.Operation
- Absolutely comply with regulations, processes, instructions ... related

6. Organization & Human Resources:

- Develop yourself to fulfill your role and adapt to work-related changes.
- Closely cooperate with related positions, towards the common goal of the unit and the bank.

7. Effective management:
- Effectively manage the customers portfolio assigned according to the instructions and
regulations of TCB.
- Strictly manage business performance compared to assigned targets.

8. Other tasks as assigned by the Line Manager

KEY RELATIONSHIPS:
- Direct report: SME Director
- Key Relationships – Subordinate: Relationship Management Executives
- Key internal relationships: BB Division; RBG Division, Risk Management Division,
GTS Division, Operations Division, CA Division, HR…
- Key external relationships: Customers, economic organizations, industry associations,
local government agencies …

JOB REQUIREMENTS:
Key qualifications for the position
- Education & Qualification: Good background of Credit Assessment, Finance Analysis
- Working Experience:
 Minimum of 3 years working experience in banking, and similar position with
high network
 Appraising business customers
- Skills:
 Fluent in English
 Able to work independently
 Strong communication skills and be a cohesive team player
 Highly motivated and proactive
 Good at presentation
 Good at negotiation
- Other Specific Requirements: MS Office proficiency (Excel, Word, Power Point)
BENEFITS
- Working in a professional, creative and supportive dynamic environment
- Being supported by agile process and systems to highly focusing on solution providing
- Competitive salary, incentive and annual salary review
 - Participating internal and external training programs
- Developing career path and promotion base on your contribution and ability
- All benefits under the provisions of the Labor Code
- Other benefits and allowance: mobile allowance, reward for outstanding employees, year-
end bonuses, annual high-end travelling, premium health insurance
WORKING LOCATIONS:
- Cau Giay, Ha Noi, Viet Nam
- D.1, HCM, Viet Nam
- Lien Chieu, Da Nang, Viet Nam