Khut Thirau

Main Responsibilities

• Organizing, operating and supervising the implementation of business activities at the Branch.
• Organize, manage and supervise the implementation of internal activities at the Branch
• In charge of controlling and warning of operational risks of the Branch.
• In charge of staff training and development and building a safe and effective working environment

Job Descriptions

Organizing, operating and supervising the implementation of internal business activities at the Branch:

• Participating in and making plans, checking progress and supporting the implementation of business plans assigned to each Operation Department at the Branch to ensure the completion of the Branch's business plan.
• Monitoring, directing and supervising the performance of credit granting and debt collection at the Branch.

Organize, manage and supervise the implementation of internal activities at the Branch:

• Monitoring, directing and inspecting activities/services including: capital mobilization, money transfer services, domestic payment services, international payments.
• Organize the implementation and management of tasks related to the collection and preservation of records, documents, customer information for business activities in accordance with the laws of the Kingdom of Cambodia and the regulations of the Bank.
• Organize and supervise personnel coordination and work assignment to ensure that customer care and service in the transaction area is always prompt, professional, and responsive to customer needs.
• Organize customer service activities, customer gratitude programs.
• Monitor, direct and guide the accounting work and ensure the safety of the treasury at the branch.
• Deploying and organizing the care and maintenance of the headquarters according to the standards of the Bank's productivity and quality programs and services.
• Organization and management of assets, tools and working means; gifts, items used for business programs, customer care of the Bank.
• In charge of controlling and warning of risk management at the branch.
• In charge of training staff and building a safe and effective working environment.
• Strictly manage the compliance of employees with the regulations of the Bank.
• Perform other tasks as assigned and authorized by the Branch Manager and the Bank's Board of Directors.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Managed customer relations on ongoing basis to maximize customer retention.
• Made customers aware of current and new programs and services.
• Completed opening and closing functions to meet operational needs.
• Liaised between customers and organization with particular focus on working with sales department.
• Assisted with conflict resolution during partnership negotiations and acquisitions.
• Created training guides and in-person and online training courses to improve customer user experience in Microsoft Team environment.
• Developed and implemented standards for staff to provide consistent service to customers.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Created customer support strategies to increase customer retention.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Worked with clients to address and respond to client and partnership management issues.
• Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
• Developed summaries to assess each client's participation level and determine targets for follow-up plans.
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Assisted customers with opening accounts and signing up for new services.
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.

Deputy Customer Relationship Manager

Actual Duties:

• Responsible to monitoring, Supervising, checking, developing, implementing all business operations with your capacity to achieve your handed goal.

Detail Tasks:

• Set up working plan on a weekly, monthly and quarterly basis. Implement servicing customer program, selling products and services of the bank and train customer service skills.
• Set up business plan, monitor and carry out implementation of selling products and services.
• Follow up and evaluate of the implementation of business plan.
• Direct meeting customer or through request of other department under Sacombank (Cambodia) Plc.
• Organize and implement loan assessment in accordance with the bank policy.
• Set up schedule to find out customer business and financial information.
• Set up schedule and cooperate with other division and organization related to obtain documents to evaluate and assess customer creditability Convince customer to continue to use our products and services.
• Report and assess quality of assessment at the branch and other division under the branch as well as the duties of its own department.
• Request of BOM of the bank for any change to increase valuation quality.
• Request of BOM of the bank for any change to competitive advantages and developing market shares. Changes of any obstacle to the business environment.
• Evaluate current market situation in the area, to feedback to department of marketing and products development and advice to BOM.
• Advice to BOM of the bank, deliver and support and act of the selling mission to department under branch.
• Frequently remind, carefully monitor all operation and straightly taking actions of the matter under its own supervision.
• Assess on the result of its department, point out the achievement of the result and the constraint. At the same time manage and advice on the strategy helps the staff to achieve the set-out target early.
• Report the operation on timely basis the recommend to BOM of any other solutions to increase the operation of the bank.
• Implement the job according to the given plan and authorize of BOM.
• Follow up customer for repayment and convince customer to continue to use our products and services.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Developed summaries to assess each client's participation level and determine targets for follow-up plans.
• Completed opening and closing functions to meet operational needs.
• Managed customer relations on ongoing basis to maximize customer retention.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Liaised between customers and organization with particular focus on working with sales department.
• Assisted customers with opening accounts and signing up for new services.
• Assisted with conflict resolution during partnership negotiations and acquisitions.
• Educated customers about Product or Service options and processed purchases.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Made customers aware of current and new programs and services.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Logged call information and solutions provided into internal database.
• Created customer support strategies to increase customer retention.
• Developed and implemented standards for staff to provide consistent service to customers.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Worked with clients to address and respond to client and partnership management issues.