Team Manager, Remote Banking RM

I. Team Performance Management, Strategy Execution, and Talent Development

• Lead the Remote Banking RM (Farmer) team to drive overall business growth by establishing clear goal-setting, performance tracking, and feedback mechanisms.
• Ensure the team achieves or exceeds key performance targets as defined in the balanced scorecard.
• Develop and execute team-level business strategies with a focus on client upgrades, wealth management growth, and high-quality asset accumulation.
• Enhance team capabilities in sales skills, client communication, and relationship management through joint calls, case coaching, and experience sharing.
• Regularly review team performance, identify gaps and opportunities, and implement appropriate actions such as performance coaching and performance improvement plans to optimize results.
• Develop high-potential talent and build a Farmer team with strong growth momentum and succession readiness.

II. Client Management Model and Affluent Segment Development

• Ensure the team prioritizes upgrading clients to the Affluent segment as the core client management strategy, and systematically drives client upgrades and wealth management business expansion.
• Guide the team to adopt diversified approaches—such as telemarketing, cold calling, and relationship deepening—to establish a sustainable client acquisition and management model.
• Support the team in identifying high-potential client segments to increase wealth management product penetration and client lifetime value.

III. Client Satisfaction and Long-Term Relationship Value

• Lead the team in continuously improving Client Satisfaction Survey (CSS) / Net Promoter Score (NPS) results.
• Guide the team to translate client feedback into concrete improvement actions, strengthening client trust and engagement.
• Ensure a balanced focus on both new client acquisition and existing client retention to enhance relationship stability and long-term value.

IV. Sales and Service Quality Management

• Ensure all sales and service activities comply with the bank’s sales and service quality standards, enforcing suitability principles and sales discipline.
• Oversee client interaction and sales processes to proactively identify and remediate potential service or compliance risks.
• Foster a strong service quality culture to deliver a stable and consistent client experience.

V. Corporate Governance and Risk Management

• Take ultimate management responsibility for the team’s compliance with CERM requirements, ensuring a balanced approach between business growth and risk control.
• Establish a strong risk-aware culture and core values to prevent short-term, results-driven, or inappropriate sales and service behaviors.
• Act as a key bridge between bank management and front-line staff to ensure consistent execution of policies, standards, and expected behaviors.

一、團隊業績管理、銀行策略落實與人才發展

• 帶領 Remote Banking RM 團隊推動整體業務成長，建立清楚的目標設定、績效追蹤與回饋機制。
• 確保團隊達成或超越既定平衡計分卡上之核心業績目標。
• 制定並執行團隊層級的業務推動策略，聚焦於客戶升等、財富管理業務成長與高品質資產累積。
• 透過陪訪、個案指導與經驗分享，提升團隊成員在銷售技巧、客戶溝通與關係經營上的專業能力。
• 定期檢視團隊績效表現，分析差距與機會，並採取績效輔導、績效改善計畫等適當行動以優化成果。
• 培育高潛力人員，打造具接班能力與成長動能的 Farmer 團隊。

二、客戶經營模式與客群升級

• 確保團隊以「升等客戶至富裕客群」為首要經營方向，系統化推動客戶升等及財富管理業務之拓展。
• 引導團隊運用電話行銷、陌生開發與關係深化等多元方式，建立可持續的客戶開發與經營模式。
• 協助團隊鎖定高潛力客群，提升財富管理商品滲透率與客戶終身價值。

三、客戶滿意度與長期關係價值

• 帶領團隊持續提升 Client Satisfaction Survey （CSS） / NPS 表現。
• 指導團隊將客戶回饋轉化為具體改善行動，強化客戶信任度與黏著度。
• 確保新戶開發與既有客戶維繫並重，提升整體關係穩定度與長期價值。

四、銷售與服務品質管理

• 確保團隊所有銷售與服務行為符合本行銷售及服務品質標準，落實商品適合度與銷售紀律。
• 監督團隊客戶互動與銷售流程，及早識別並改善潛在的服務或合規風險。
• 以高標準的服務品質文化，維持穩定且一致的客戶體驗。

五、公司治理與風險控管

• 對團隊成員落實 CERM 規範負最終管理責任，確保業績成長與風險控管之平衡。
• 建立正確的風險文化與價值觀，避免短期業績導向的不當銷售或服務行為。
• 作為銀行管理團隊與第一線人員之間的關鍵橋樑，確保政策、標準與行為一致落實。