Credit Officer

VietCredit Finance Company (01 Tháng 12 2009 - 01 Tháng 11 2011)

- Carrying out all processes of Credit Procedure: Understanding the need of customers, Appraising loans, Evaluating mortgages, Processing necessary documents for disbursement; then collecting debts. - Consulting, selling CFC’s products, includes: lending, international payment consultancy, capital raising, FX, financial consultancy. - Looking for new customers. - Doing annual customer care. - Collecting, managing customer information to evaluate and re-evaluate the customer’s financial status. - Doing research and proposing new products and services.

Executive of Network Management

VPBank (01 Tháng 12 2011 - 01 Tháng 7 2013)

+ Planning for VPBank Branch Network Development - Collecting, analyzing, evaluating information about socioeconomic, market potential, competitors’ strategy. - Planning the annual branch network development and in long term consistent with the business strategy and the market situation. - Evaluating the efficiency of the branch network development to build up or adjust the network development plan (if needed) + Building up the standards for branch network development - Cooperating with other departments to build up the criteria and standards about facilities, human resource, brand, etc. for branch network and managing, monitoring the unity in the whole system. - Building up the criteria for Site Selection, applied in the whole branch system of VPBank. + Network Support - Carrying out the business registration process, stamp registration process, etc. for business units of VPBank. - Building up and processing the report system about VPBank’s branch network. - Managing the Network Support Mailbox so that VPBank’s branch network can operate effectively and smoothly. - Cooperating with S&D Division to evaluating the operation efficiency of VPBank branches, especially new branches. Hence improving the efficiency of the branch network development. + Taking part in projects: - Alternative channels - Building up the Network Management Software

Branch Management Department - Branches & Distribution channels Division

Military Commercial Joint Stock Bank (01 Tháng 6 2013 - 01 Tháng 6 2014)

+ Measuring & Controlling the operations of MB’s branches: - Creating and issuing Regulations on the operation of MB’s transaction points system (the Regulation on the organization and operation of MB’s transaction points, the Regulation on the organization and operation of MB’s foreign branches, etc.) - Developing, managing and improving the performance evaluation of the branches, and evaluating service quality. - Proposing and carrying out training courses for staff of MB branches to enhance the service quality. + Controlling the effectiveness of MB branches’ operation - Building up, improving the tool set for the effectiveness evaluation - Managing the overall performance of the MB's branches system via indicators, measurement tools and quality performance tools. - Collecting proposals, recommendations of branches, cooperating with other HO departments to support and solve these issues. - Doing annual and sudden reports about the operation of branches + Area Controlling - Support branches in the opening and put into operation in the course of operation of branches and sub-branches. - Directly preparing and cooperating with other departments to organize opening ceremonies for branches.

Senior Executive of Retail Credit Product Development and Distribution Channel Management

VIETNAM RUSSIA JOINT VENTURE BANK (01 Tháng 6 2014 - 01 Tháng 12 2016)

1. Retail Credit Product Development (including secured/unsecured loans and credit card): -Doing market research, analyzing the market trends; -Developing and managing retail credit products and services through VRB distribution channels; -Doing training courses for related departments and branches about products and promotion programs; -Directing, instructing, supporting branches in doing retail banking business. 2. Processes & Regulations: -Drafting and issuing regulations, processes, and policies that applied in VRB branches/transaction offices (TOs), and inspecting the implementation at VRB branches; -Training for VRB staffs, especially RMs and tellers, about features of retail credit products and card products, and about sales skills; - Building service quality system and controlling service quality at VRB branches/TOs. 3. Marketing: -Doing research and developing the brand identity, typical design for VRB; -Developing VRB brand development strategy, public relations, marketing plan for products and services; -Managing VRB FB Fanpage. 4. Managing retail distribution channels: -Defining the distribution channels of VRB, managing and creating sales methods to maximize the business profit, to transfer these distribution channels to retail sales units; -Doing all reports and being responsible for regulating and supervising the growth and profitability of the distribution system. 5. Project Manager of FLC Credit Card Project: -Building financial model, making plan, budget, monitor; -Doing report regularly on the progress of the project; -Coordinating with other departments (IT, Card Center, Marketing, Branches) to ensure all aspects of the project are compatible; -Deploying the new credit card on the system (W4, Corebanking, Admin); -Training/coaching Branches. 6. Being key person in following projects: CRM (Oracle), BPM/LOS, Business Strategy Project (consulted by E&Y), Building VRB website (vrbank.com.vn), Contact Center Project, Team leader in EDocman Project.

Senior Executive of Product Development and Management

MB Shinsei Finance (Mcredit) (01 Tháng 12 2016 - 01 Tháng 6 2017)

- Being responsible for developing and managing Installment Loan Products of MCredit ; - Doing market research and collecting information about consumer credit products; - Consulting and directly developing product schemes to be appropriate with each customer segment. Being responsible for describing new products and services, and user requirements of product development; - Doing product acceptance after related units complete building; - Regularly checking and amending product features, product policies, and cross-sales regimes (if needed) - Building and pilot new products in business units. Receiving and solving feedback about products from customers via DSAs; - Cooperating with related departments in designing, advertising and selling products; - Taking part in building URD for MCS system (it is a system combined from BPM and Corebanking) to deploy in MCredit; - Organizing training courses about products for business units in the whole system.

Digital Product Owner cum Senior Retail Lending Product Owner

VPBank (01 Tháng 6 2017 - 01 Tháng 7 2018)

1. Being Product Owner of personal lending & personal overdraft products: - Doing research/improvement for UPL & OD products/product packages - Building financial model, evaluating risk level of products; - Building all features in technology systems (T24, LOS, Online Banking) unsecured lending products - Being responsible for digitizing UPL & OD products in VPBank technology system - Tracking data & reports to manage unsecured credit products - Manage Product policy team to build up unsecured lending products 2. Being Agile Product Owner of Digitizing UPL Project (website: www.vayonline.vpbank.com.vn): - Creating PIR, SAP model, BRD general & detail plan about project implementation as well as calculating all finance indicators of the project. - Creating BRD to LOS, ESB & T24; building & issuing Digital UPL loan process. - Managing the implementation of UPL loan process, then tuning - Setting ambitious and clear product vision and communicate 'the story' effectively to key stakeholders and the test of the team - Owning the end-to-end product strategy from inception, and determine business value once solution enters production - Building backlog of product features, i.e. write user stories and acceptance criteria together with the work-cell team - Continuously developing backlog ensuring all items are clearly described, estimated and prioritized - Ensuring customer-driven design considering user pain points & usability test results, while using market & industry knowledge to deliver a well-positioned product - Approving each feature and provide valuable feedback for the team - Driving sprint- and release plans together with Scrum Master - Exercising strong decision making mandate from executive group to own product E2E - Working with Digital Solution Architect to build a modular & reusable solutions 3. Taking part in Dream Project - Taking part in building business matrix and UPL products for Dream App Tools used: Jira, Zeplin, Heatmap

Senior Product Manager

VPBank (01 Tháng 2 2018 - 01 Tháng 3 2019)

Manage end-to-end development credit products enhancement ensure initiative possessed a competitive advantage meet current of clients; Coordinate adhoc meetings credit task force teams product development committees improving validating credit products; Follow-up products pilot tests roll-outs into target for better monitoring evaluation ensure effectiveness efficiency enhanced products the market; Monitor evolution the credit portfolio (comparison quantitative qualitative objectives) better assess risk credit portfolio; Manage staff under supervision order achieve objectives ensure quality workforce organization within unit; Perform development action plan micro credit ensure it well prepared, organized controlled; Work with Credit Risk Dept. throughout the policy life cycle (development, review, approval, retirement) to ensure adherence to established policy standards; Maintain an updated, comprehensive credit policy inventory; Produce policy metrics and reporting to ensure timely and effective communication/escalation of policy issues; Respond to internal and external requests on credit policy matters; Monitor and communicate regulatory issues/guidance impacting credit policy; Do research, look for, deal, and cooperate with partners to develop business and provide new banking products/services to customers : + UPL Cosmetic & HealthCare: Vinmec system,Thu Cúc system, Lan Anh Dental system, La Foret Phương Châu (Cần Thơ), Kim Dental system, Thanh Hằng Beauty Medi, H&H system, Xuân Hương Beauty, Topaz system, Bắc Á (Cần Thơ), GDC (HCM), Bodyline (HCM), Ninh Kiều Dental (Cần Thơ), Đông Đô Hospital, etc. + TelCo partners: Trusting Social, Mobifone, CICData + Payment partners: ICareBenefit, ECPay + Lead provider partners: TopBank.vn, Gobear.vn + Consumer partners: Vinfast, Lazada + Bancas partners: OPES, Allianz Insurance, GIC Do training for sales staff and operation staff on how to process credit products.

COO, Business Development Manager cum Scrum Master

Doctor4U.vn (01 Tháng 2 2020 - 01 Tháng 1 2021)

Doctor4U is a mobile app that help connecting people with professional doctors. We have leading doctors in Vietnam to provide you best consultancy. I join the adventure with the passion to create some valued things to the society in COVID-19 situation. My roles are Scrum Master (SM) cum Product Owner (PO) in product development project and COO in this startup company. Responsibilities: - Managing project - Being responsible for product development as the Product Owner - Being responsible for paper work of establishing company, offline hospital, trademark, Intellectual Property - Being responsible for contacting & dealing cooperation policy with partners (payment gateway, e-wallet, logistic, pharmacy, etc.) - Being responsible for communication and advertising management - etc. Tools used: GitHub, Figma, Google Drive, FB

Head of Products, Operation, Business Development,& Partnership Management at Innovation Lab

MBBANK (01 Tháng 4 2019 - 01 Tháng 4 2020)

1. Business management: - Making business decisions and plans related to all aspects of business, including sales, marketing, and customer service. Defining the business direction of Innovation Lab, leading the business department in drafting, executing and evaluating decisions made on the business operations of the business. 2. Product management (both banking products & non-bank products): - Being responsible for Product management, product life cycle; assess and assess the position of products to the market and customers, compare and evaluate with products and services of competitors. - Identifying the characteristics of products that can be launched to market and maintain the brand of the business through the development and marketing of new products. - Being primarily responsible for the sales performance of the product. - Managing the process of researching, perfecting and developing products. 3. Marketing management: - Leading the development of a marketing strategy focused on market penetration and sales growth, with a special emphasis on attracting customers and driving market demand; monitoring the marketing effectiveness and providing intervention when needed. 4. Sales channel management: - Managing sales activities of the enterprise, production, distribution and retail factors to ensure the KPI targets. 5. Customer service management: - Organizing to record and synthesize customer complaints, organize the cause analysis, preventive action and follow up the implementation process. - Organizing and building information channels so customers can easily access information about the company, product features, prices, payment methods ... - Establish processes, find ways to continually improve the customer care activities. - Do training courses on customer care skills for employees in the department. Tools used: Trello, Jira

Senior Project Manager cum Administration

MBBANK (01 Tháng 4 2020 - 01 Tháng 1 2021)

1. Managing PMO team in Technology Development Center - IT Division 2. Managing Administration team in Technology Development Center - IT Division: tracking, report 3. Agile-DevOps transforming: - Doing research on Agile - DevOps - DesignThinking methodology - Coaching Agile - DevOps - DesignThinking methodology in Technology Development Center - IT Division - Understanding & applying Azure DevOps solution in Development Center - IT Division 4. Taking part in projects as an expert in market research, solution consultancy, POC processing a. eKYC Project - Doing market research about eKYC solution in Vietnam banking market and international banking market - Doing research & understanding about eKYC solution and the providers worldwide - Being the focal point to contact solution providers - Making report to submit to BOD about eKYC solution - Creating list of solution evaluation criteria - Being responsible for processing POC procedure b. Microservices Project c. Digital Branch Project 5. Doing research on banking technology solutions/products then bench-marking MBBank in the market, then giving out consultancy to Head of Technology Development Center 6. Administration/Auditor Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation Conduct efficient and effective IT audit procedures. Communicate complex technical issues in simplified terms to the relevant staff. Perform regular audit testing and provide recommendations.

Senior Product Owner - RPA Project

MBBANK (01 Tháng 12 2020 - 01 Tháng 12 2021)

Managing product backlog of RPA & BPR project (Scrum model) Work with users to analyze the needs and align product roadmap to strategic goals. Owns the product roadmap. Develop scope and define backlog items (epic/features/user stories) that guide the Agile software development team. Solve product related problems, make decisions, complete trade-off analysis to stay on track towards business deliverable commitments. Draft key objectives and results, strategies and apply the data for the product to make business decisions. Possess a fundamental understanding of end-to-end customer experience integration and dependencies. Collaborate with stakeholders during the visioning and concept development of a product. Accountable for the created product(s), delivering in the product model and communicating the product needs with business partners. Asses value, develop cases, and prioritize stories, epics and themes to ensure work focuses on those with a maximum value that are aligned with product strategy. Identifies and help the client understand the business model, value and value proposition. Develop and maintain an appropriately prioritized backlog of user stories for implementation. Act as an ambassador for the product internally and externally and as the primary contact for queries related to the product. Develop appropriately detailed specifications for the product features so they are clearly understood by the development teams. A leader of the team. Represents team in front of stakeholders, clients or users. Work closely with product management and senior management in order to create a product that fits the company portfolio. Research and analyze market, the users, and the roadmap for the product Increase an understanding of Agile practices, Lean Startup, new technologies opportunities and other new trends. Tools used: JIRA, Confluence, MS Teams, Figma, Miror, Edraw

R&D cum CX Leader - Transformation Office

MBBANK (01 Tháng 4 2021 - 01 Tháng 12 2021)

Proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. Building CX framework & apply Design Thinking Methodology into CX Reviewing and pulling insights from analytics and data. Using insights from data to make improvements, maintain the feedback loop flow, and predict future needs and problems. The report findings to the customer experience manager and work with them to determine which insights are actionable and worth their time Implementing change that anticipates and addresses customer questions, needs, and complaints Segmenting customers and audiences into meaningful groups Reviewing customer feedback and planning improvements based on it Tracking customer experiences across online and offline channels, devices, and touchpoints. Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness. Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities. Identifying customer needs and taking proactive steps to maintain positive experiences. Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications. Analyzing customer feedback on product ranges and new releases, as well as preparing reports. Performing product tests, evaluating after-sales and support services, and facilitating improvements. Documenting processes and logging technical issues, as well as customer compliments and complaints. Directly joining Secured Consumer Lending Project, MB App Project, Credit Card Project, MicroSME Project, SmartBank, Onboarding Virtual Credit Card Project to restructure the Customer journeys and to build up process basing on these CJs.

Head of Retail Banking Digitalization Department - Retail Banking Division

Orient Commercial Joint Stock Bank (OCB) (01 Tháng 11 2021 - 01 Tháng 9 2023)

Being responsible for: - CX management (CX & UIUX) - Digital product development & management - Developing & managing RB customer journeys - Directly working with BCG to implement the CJ projects (Agile Projects) - Managing the portfolio of both RB traditional projects/ initiatives implemented through Waterfall methodology and customer journey digitization initiatives implemented through Agile methodology. - Deploying digital products at RB business units - Cooperating with partners to develop RB Digital Banking Products - Managing projects: + Cooperating with Transformation Office, IT Division in leading the BCG Projects + Leading the project on Secured Lending Process Improvement + Leading the project on CX enhancing for RB customers + Involving in the project of digitalization the Unsecured personal lending customer journeys + Cooperating with IT Division to develop and implement tools/templates to track and report across the portfolio of projects and customize as required + Directly do reports on these projects for STEERCO/BOM/BOD + Resource management

Project Director of Digital Mortgage Lending Project (Unlock Dream Home)

Orient Commercial Joint Stock Bank (OCB) (01 Tháng 2 2022 - 01 Tháng 9 2023)

Program Director of Retail Lending Process Improvement Program

Orient Commercial Joint Stock Bank (OCB) (01 Tháng 12 2022 - 01 Tháng 9 2023)

Being responsible for leading Retail Lending Process Improvement Program, including 10 projects related to Retail Lending Process Improvement

Head Consultant

DTSVN (01 Tháng 3 2024 - 01 Tháng 8 2024)

Head of Digital Products & Services

Chứng khoán VPBank (VPBankS) (01 Tháng 9 2023 - Present)

Be responsible for leading teams to: - Design all Digital Customer Journeys (user flows, UIUX design, operational flows) for securities products & services. Eg. Digital Onboarding, Financial Planning, Securities Trading, Bond trading, Mutual Fund, Derivatives, Covered Warrant, Cumulative Asset, e-Invest, e-Portfolios, Investment Tools, Margin, Cash Management, Money Market, etc. - Manage Digital Customer Experience - Build Wealth Tech Platforms (NEO Invest Web/App platform, web-view platforms, miniapps) - Build Broker App/Web (NEO Advisor Web/App) - Build digital operational systems (Portal, BPM, Contact Center, LMS, ERP, CDP, MKT Automation, e-signature, e-contract, etc.) - Integrate VPBankS systems with partners' systems so that the customers can use VPBankS' digital products & services conveniently. - Manage & implement all Digital/Technical Projects