RM Training & Coaching Specialist - HCM

JOB DESCRIPTION 

RM TRAINING & COACHING SPECIALIST

 

1. POSITION OVERVIEW 

• Lead the rollout of Affluent Banking sales playbooks, products, and service standards to branch network through structured training and coaching 

• Serve as the primary capability builder for branch Relationship Managers (RMs) supporting key initiatives: RM Sales Toolkit deployment and RM Hub launch 

• Translate consulting partner methodology and program playbooks into practical, field-ready training materials for Vietnamese banking context 

• Drive RM behavior change and elevate service quality to Affluent banking standards across pilot and scale-up branches 

2. KEY RESPONSIBILITIES 

2.1 Training Program Design & Delivery 

• Design comprehensive training curriculum covering Affluent products, customer personas, advisory skills, and service standards 

• Develop training materials: product fact sheets, sales scripts, role-play scenarios, case studies, and assessment tools 

• Deliver classroom and on-the-job training sessions for branch RMs, Branch Managers, and Hub staff 

• Adapt program partner playbooks into Vietnamese context and language while preserving methodology integrity 

• Run train-the-trainer sessions to build internal training capability within the bank 

2.2 On-Site Coaching at Branches & Hubs 

• Conduct on-site coaching at pilot branches and the flagship RM Hub: shadow RM customer meetings, provide real-time feedback 

• Observe daily operating rhythm execution and coach Branch Managers on performance management practices 

• Lead practice clinics for advisory skills: needs analysis, product recommendation, objection handling, closing techniques 

• Identify capability gaps and adjust coaching priorities based on observed performance 

2.3 Sales Playbook Implementation 

• Drive adoption of the RM Sales Toolkit: scripts, customer 360 templates, lead tracking, performance dashboards 

• Support standardization of operating rhythm: morning huddles, opportunity reviews, coaching sessions, end-of-day debriefs 

• Embed customer persona-based selling approaches into daily RM practice 

• Champion the use of digital tools and CRM platforms in the sales process 

• Document and share best practices from top-performing RMs across the network 

2.4 Performance Measurement & Iteration 

• Define training KPIs and measure capability uplift before/after coaching interventions 

• Track adoption metrics: toolkit usage, conversion rates, customer engagement 

• Provide regular reports on training impact to Project Manager and program partners 

• Iterate training content based on field feedback, business outcomes, and program evolution 

• Support change management and stakeholder communication during sales model transformation 

3. QUALIFICATIONS & REQUIREMENTS 

3.1 Experience & Education 

• Minimum 7-10 years in retail banking, with at least 3-5 years as a Relationship Manager or RM Team Leader 

• Direct experience serving Affluent or Priority Banking customer segments (mandatory) 

• Minimum 2-3 years in training, coaching, or learning & development role within banking 

• Proven track record of successfully launching new sales programs or products at branch network 

• Bachelor's degree in Business, Finance, Banking, or equivalent 

3.2 Technical Skills 

• Deep knowledge of Affluent banking products: wealth management, investment products, bancassurance, premium credit cards, mortgage 

• Mastery of consultative selling, needs-based selling, and relationship-based banking approaches 

• Strong facilitation, presentation, and coaching skills with adult learners 

• Experience designing training programs, playbooks, and competency frameworks 

• Familiarity with sales performance management tools and CRM systems 

• Understanding of Vietnamese affluent customer segment behaviors and preferences 

3.3 Soft Skills 

• Exceptional interpersonal skills with strong empathy and active listening 

• Inspirational communicator who can motivate and influence experienced bankers 

• High emotional intelligence and ability to give difficult feedback constructively 

• Resilience and patience in driving behavior change in a complex organization 

• Bilingual proficiency: native Vietnamese with strong professional English (for interaction with international consulting partners) 

• Willingness to travel frequently to branches across major cities in Vietnam 

4. NICE TO HAVE 

• Prior experience at a leading retail bank in Vietnam (e.g., Techcombank, VPBank, ACB, Sacombank, HSBC, Standard Chartered, UOB) 

• Experience working with international consulting firms on banking transformation 

• Certified trainer or coaching credentials (ICF, CIPD, ATD) 

• Wealth management certifications (CFP, CWM, AFP) 

• Background in private banking or wealth management for HNW customers 

5. WHAT WE OFFER 

• Competitive salary benchmarked to Vietnam IT/Consulting market rates 

• Health insurance package for employee 

• Project allowances: transportation, meals, and mobile phone 

• Performance-based bonus tied to project delivery outcomes 

• Direct collaboration with a top-tier global consulting firm on a large-scale banking transformation 

• Career growth in Digital Banking & Affluent Banking domains 

• Agile, professional, and multicultural working environment 

• Training and coaching by world-class consulting experts 

 

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