Director / Manager of Operations Department – Duties & Responsibilities

• Develop plans, select, assign, and manage human resources and work within the Operations Department’s management structure. Evaluate employees’ performance, motivate staff to participate effectively, and ensure a high level of responsibility according to their roles. Identify weaknesses and take timely corrective actions.
• Establish clear and accurate strategic work plans, ensure smooth implementation, and allocate responsibilities to relevant departments according to workload and level of responsibility.
• Establish basic policies and procedures for the Operations Department to ensure work is performed correctly, sufficiently, on time, and effectively.
• Review operational loan reports submitted by branches, consolidate the reports, and submit accurate, complete, and timely reports to management.
• Analyze loan operation reports submitted by branches, identify weaknesses related to branch loan activities, and provide recommendations to strengthen and improve performance in a timely manner.
• Monitor and analyze the quantity and quality of branch loans, develop action plans for branch visits and inspections, and provide recommendations for proper and timely improvement.
• Conduct on-site inspections of branch loan operations, identify negative points in loan implementation, and provide recommendations to strengthen and improve operations.
• Monitor loan operations at branches and ensure compliance with relevant policies, procedures, and guidelines, including loan promotion, loan disbursement, loan collection, and debt resolution. Identify weaknesses that may create credit risks and provide recommendations for prevention, strengthening, and improvement.
• Explain and clarify questions and provide guidance on policies, procedures, guidelines, and standard templates related to loan operations to all branches.
• Monitor and record customer loan address information in Google Earth accurately, completely, and on time.
• Monitor new instructions, policies, and guidelines from NBC, CMA, CBC, and relevant Ministry departments related to loan operations, and communicate them widely and promptly to relevant staff.
• Review and monitor employees’ loan documents to ensure they are accurate, complete, and submitted on time.
• Review loan applications approved by the Deputy General Director, General Director, or Credit Committee.
• Review audit reports related to credit operations and ensure that all audit findings related to loans are properly and sufficiently addressed and corrected on time.
• Research and develop product sales strategies and prepare plans to establish sales networks across branches accurately, sufficiently, on time, and effectively.
• Analyze branch reports related to product sales operations, identify weaknesses in branch sales activities, and provide support and improvements in a timely manner.
• Conduct on-site inspections of branch product sales activities, identify weaknesses in sales implementation, and take corrective actions to strengthen and improve performance.
• Monitor and support branches in identifying and communicating with sales agents and business partners to help promote branch sales and achieve sales targets according to plans.
• Monitor branch product sales activities and ensure compliance with the institution’s policies, procedures, standard templates, and guidelines. Take appropriate actions to strengthen and improve sales performance.
• Monitor and analyze the Strengths, Weaknesses, Opportunities, and Threats (SWOT) of branch product sales and report findings to management for timely action.
• Monitor product sales volume and performance against established plans, investigate sales problems or reasons for declining sales, and take appropriate corrective actions effectively and on time.
• Monitor customers who have stopped using the institution’s products, identify the reasons, and develop strategies to attract those customers back.
• Participate in researching, developing, and designing various marketing and promotional materials, such as brochures, promotional cards, product information sheets, user guides, and online media content, to support the institution’s product sales activities.
• Monitor customer complaints and concerns related to services, product usage, and customer guidance, and ensure customers receive proper explanations and instructions on how to use the institution’s products.
• Coordinate activities related to operations, internal audit, and external audit, study audit findings from branches, and take appropriate actions to resolve issues and improve operations accurately and on time.
• Prepare training schedules and training materials for orientation sessions, refresher training, coaching sessions, and other training programs related to credit operations.
• Perform other duties and responsibilities as assigned by management.

--------