Chief Operations Officer

Position Summary:
The Chief Operating Officer (COO) will oversee and lead the bank’s operational functions, ensuring seamless delivery of domestic and international payment services, treasury management, customer service, quality management, 24/7 operations, and card operations. The COO is responsible for driving operational excellence, managing risk, improving efficiency, and delivering a superior customer experience while ensuring compliance with regulatory requirements. Key Responsibilities:
• Operational Leadership:
Lead and manage all operational centers including Domestic Payments, International Payments, Treasury, Customer Service, Quality Management, 24/7 Operations, and Card Operations to ensure smooth and efficient daily functioning.
• Payment Operations:
Ensure the effective processing of domestic and international payment transactions, optimize payment systems, and ensure compliance with internal policies and regulatory standards.
• Treasury & Cash Management:
Oversee cash management, liquidity, and treasury functions to ensure adequate funding, optimize working capital, and manage banking relationships related to treasury activities.
• Customer Service Excellence:
Drive high standards in customer service delivery, handle escalations, monitor service quality, and implement customer-centric process improvements.
• Quality & Compliance Management:
Establish and enforce operational policies and procedures, manage risk controls, and ensure compliance with internal standards and external regulatory requirements.
• 24/7 Operations Management:
Ensure uninterrupted banking operations by overseeing 24/7 operational functions, managing staffing, shift scheduling, incident response, and business continuity planning.
• Card Operations:
Oversee the management of card issuing and acquiring operations, transaction processing, dispute management, fraud prevention, and vendor relationships.
• Strategic Planning & Continuous Improvement:
Develop and execute operational strategies aligned with the bank’s goals; lead initiatives for process optimization, automation, and digital transformation.
• Team Leadership & Development:
Build, mentor, and lead high-performing teams; foster a culture of accountability, collaboration, and continuous learning.
• Stakeholder Management:
Collaborate with other senior executives, regulators, vendors, and partners to align operational objectives with business strategy and regulatory expectations.

• Bachelor’s degree in Finance, Business Administration, Banking, or related field; MBA or relevant Master’s degree preferred.
• Minimum 10-15 years of experience in banking operations, with at least 5 years in a senior leadership role managing multiple operational functions.
• Strong knowledge of payment systems, treasury management, card operations, and customer service in the banking industry.
• Proven track record in leading large teams and managing complex operations, including 24/7 environments.
• Excellent understanding of regulatory compliance requirements and risk management.
• Strong leadership, communication, and stakeholder management skills.
• Analytical mindset with problem-solving and decision-making capabilities.
• Fluency in Vietnamese and English.