TECHCOMBANK

JOB ANALYSIS
FOR A BRANCH
MANAGER

GROUP 1
Agenda

1 About the Company O-P-I workflow analysis of

4
the branch
Methods used to collect
2
data 5 JD & JS

3 Questionaire 6 Q&A
ABOUT THE
COMPANY
FOUNDED IN SEPTEMBER 1993
AND HEADQUARTERED IN HANOI

One of the largest joint-stock

commercial banks in Vietnam
and one of the leading banking
institutions in Asia
Methods Used To
Collect Data
Interview Observation

Directly open a bank card at a

Hold an interview to collect insights
Techcombank branch and
from a front-line manager from one
observe the working process in
of the branches of Techcombank
place.
Date: 27th June 2023
Date: 28th June 2023
Time: 3 pm - 5 pm
Location: Highlands Coffee Le
Time: 8 - 8.30 am

Duan, 2B Le Duan Street, Ben Location: Nguyen Tat

Nghe Ward, District 1, Ho Chi Thanh Branch, 32 Ben Van

Minh City. Don Street, Ward 6, District

4, Ho Chi Minh City
 PART 1: INTRODUCTION OF THE INTERVIEWEE

My name is Suong, and I am currently the Director of Techcombank's

1. Can you briefly introduce Nguyen Tat Thanh branch. I have been working in the banking industry
yourself? for several years and have gained extensive experience in managing
branch operations and overseeing various departments.

Techcombank is one of the leading banks in Vietnam, known for its

2. Can you briefly share digital banking services and a strong branch network. As a modern and
information about your current innovative bank, Techcombank leverages technology to provide a wide

Q&A
company? range of financial products and services to its customers, including retail
banking, corporate banking, and investment banking.

As the Director of Techcombank, I hold a senior management position

within the organization. I am responsible for overseeing the overall
3. How about your position and
operations of the branch, ensuring that all departments function
the department that you’ve been
efficiently and meet their targets. This includes managing customer
working for?
relationships, supervising staff, implementing strategic initiatives, and
ensuring compliance with banking regulations.

The branch is located on Nguyen Tat Thanh Street. It has nine

employees and is equipped with cashiers' counters, cash registers, and
4. Can you briefly describe your
offices for meetings and client interactions. It serves as a hub for
branch where you are working?
providing comprehensive banking services to customers in the
surrounding area.
 PART 2: JOB REQUIREMENTS (related to JOB SPECIFICATION)

To be eligible for this position, you need to meet several requirements.

First, you should have a university degree or higher education in Finance
and Banking, Business Administration, or a related field. In terms of
1. What are the job requirements
experience, you must have a minimum of 5 years of work experience in
for this position?
the banking industry, of which at least 2 years in the position of
manager of the department in a bank or more. For example, there is the

Q&A
Customer service department or Priority Department.

For my job, strong leadership skills, communication skills, and product

knowledge in financial - banking services are required because they help
managers to manage the branch and lead the employees. Also, I think the
2. How about the soft skills?
manager needs to be proficient in Microsoft Office Suite and banking
informatics tools, for example, we have Banca Portal for insurance.
Additionally, having experience in illustration is a major plus.

Yes, absolutely. Since Techcombank now has more top managers that
3. Are foreign language certificates come from foreign countries and we have a diverse customer environment,
necessary for this position? English certificates are compulsory. For this position Techcombank
requires a minimum TOEIC score of 600 or IELTS equivalent.
 PART 3: DUTIES OF WORK (related to JOB DESCRIPTION)

The job requires observing operations, customers, and

employees. Observing customer behavior helps in choosing the best
1. To be a branch manager, what are
approach. Communicating with customers and supporting staff is
the key responsibilities and tasks
important. Discussing with employees helps understand their status
involved?
and how to achieve desired results. Reporting includes both

employee reports to the manager and the manager making their own
reports.

Q&A 2. Is the daily process the same, except

for unexpected work?

Except for unexpected meetings, the daily process follows a typical

pattern. The day starts with a morning meeting to motivate and set
goals. Time is allocated for individual and team tasks, including
customer meetings, team meetings, and reviewing progress.
Checking emails is part of the routine.

The branch has two main areas: operations and sales. Operations
involve tasks like tallying money and updating personal information.
Sales include welcoming customers, assigning transactions to the
3. Can you explain the working process
sales or operations team, discussing customer needs, and
of the branch?
coordinating with the operations team. Ratings are given by customers
for their experience. The branch ensures service quality, waiting time,
and customer satisfaction.
 PART 3: DUTIES OF WORK (related to JOB DESCRIPTION) (cont.)

The job requires knowledge of manuals, regulations, and

procedures specific to each position. New updates are
4. What are the key manuals, regulations, and
communicated through email, document systems, and
procedures that each position in the bank
team catch-up sessions. Facilities and machines such as
requires its employees to know, and how are
cash counters, computers, safes, and file holders are
these documents communicated to the staff?
provided. The sales department may use tables, chairs,
computers, and iPads for electronic accounts.

Q&A 5. How do you observe and assess the activities

of both customers and employees?
I observe customer behavior and styles to determine the
best approach for interacting with them. I also observe how
employees communicate with customers and perform their
tasks. By observing and discussing with employees, I
gain an understanding of their work status and guide them
toward achieving desired results.

6. In a monopolistic competitive banking Currently, there is no significant difference between

environment, what are your observations about branches in terms of employees, branch, interest rates,
external competitors and how do you compete and fees. All branches aim to provide the same benefits
with them? and customer experience.
TECHCOMBANK

O-P-I Workflow
Analysis of the Branch
OUTPUT

Excellent banking services, achieving

the assigned KPIs on the basis of fully
complying with Techcombank’s
regulations and the law

Measurement: customer calls, customer

complaints during the transaction time,
customer evaluation forms, walking
around management
 FINANCIAL CONTROL &

D MANAGEMENT Count and manage the cash

delivered to the bank
Count and keep X% of cash
at the bank, delivering the

I
remaining to a hub

W GUARDIAN

O A Greet customers

R G CUSTOMER

K R Sales
Make a request
Operation

F A SALES

L M Entry order Check credit Accept or deny sales

O
OPERATION

Satisfy the demand

W
MANAGEMENT
Evaluate the working
Coach performance
OUTPUT
Excellent banking services, achieving
the assigned KPIs on the basis of fully
complying with Techcombank’s
regulations and the law
INPUT
Raw inputs: information boards,
regulations & laws guidebook,...
Equipment: LMS machine, computers,
cash safes, filing cabinets, TV screens
showing interest rates, electronic
standee,...
People: have strong leadership skills,
communication skills and product
knowledge in financial - banking services;
be able to communicate in English, have
ability to use Microsoft Office,...
 Job Description
&
Job Specification
 TECHCOMBANK

Job Title: Branch Manager

Position Type: Full-time

Work Location: Nguyen Tat Thanh Branch

JOB
DESCRIPTION
JOB PURPOSE
The job holder is responsible for ensuring the management of
all activities of the branch in order to achieve the assigned
KPIs on the basis of fully complying with the bank's regulations
and the law.
 JOB DUTIES
Observe and evaluate customers' behavior and employee
performance in order to provide effective service.

Communicate with consumers and support personnel to respond

to inquiries and resolve problems.

Conduct discussions with employees to determine their work

status and direct them toward achieving the intended outcomes.

Generate and review reports to assess the performance of each

department.

JOB DESCRIPTION
 JOB DUTIES
Manage daily operations, including morning meetings, assignment
of tasks, and unforeseen tasks.

Conduct performance evaluations, provide feedback, and establish

employee development objectives.

Develop relationships with customers and cultivate a positive

workplace for employees.

Manage email correspondence to respond to inquiries from

customers and internal communications.

JOB DESCRIPTION
 JOB SPECIFICATION

SKILLS / QUALIFICATIONS
- Education: Bachelor’s degree or higher majoring in Finance and Banking,
Business Administration, or a related field.

- Experience:
At least 05 years of working experience in the banking sector, of which at
least 02 years in the position of manager of the department in a bank or more.
At least 02 years at the branch management level if hopping between
different banks

- Language Requirements: Proficiency in English with a minimum TOEIC 600 or

IELTS equivalent.
TECHCOMBANK
 JOB SPECIFICATION

SKILLS / QUALIFICATIONS
- Soft Skills:
Leadership: Strong leadership and team management abilities, with experience
leading and coaching cross-functional teams.
Communication: Exceptional communication and presentation skills.

- Technology and Software:

Microsoft Office: Proficient in utilizing Microsoft Office Suite.
Banca Portal: Comfortable using the website to get in-depth knowledge of
insurance products and services.
Illustration, Photoshop: Experienced with illustration software preferred.
TECHCOMBANK
 Thank You for
Your
Attention!
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