SHB CQNG HOA xA HQI CHU NGHiA VI~T NAM DQc I~p T,! do Hanh phuc, Solid partners, flexible solutions NGAN HANG TMCP SAI GON HA NQI Ha N9i, ngay 05 thdng 12 nam,2013 ss 39!J 31TTr TTT TO TRINH I, (Vlv T[.]
.SHB CQNG HOA Solid partners, flexible solutions xA HQI CHU NGHiA VI~T NAM DQc I~p - T,! - Hanh phuc , NGAN HANG TMCP SAI GON - HA NQI Ha N9i, 05 thdng 12 nam,2013 ss 39!J 31 TTr- TTT TO TRINH ,I (Vlv: Tri€n khai tu win khacn hang CareP/us phdt hanh the VinaPhone-$HB MasterCard qua tli?n thoai tai Khu v~c Ha N9i, TP HCM va Da NfmgJ Kinh gm: TAng Giam Dfic Ngan hang TMCP Sai Gon - Ha NQi Can cu vao thuc t€ trien khai san phdm the tin dung Qu6c vai s6 luong d VinaPhone-SHB MasterCard thue bao VinaPhone cung cdp cho SHB tai ph6 HN, TPHCM va Da Nfmg; Can cu theo n9i dung Ta trinh s6 071131TTr - TIT duac TGD phe duyet 24/0912013 Vlv Tridn khai the tin dung d6ng thuong hieu VinaPhone-SHB MasterCard; Can cu vao H(lJJtl6ng hop tac phdt hanh the tl6ng thuong hieu VinaPhone-SHB MasterCard s6 01120131SHB-VinaPhone tlii duac hai hen kY k€t 2511112013; Theo tl€ nghi cua Gidm D6c Trung Tam The H9i sa Voi mong muon nang cao hieu qua dS khai thac t6i da nhu cftu phat hanh the tin dung quoc t€ Co-branding VinaPhone-SHB MasterCard dSn voi nhorn khach hang lit hci vien CarePlus cua Cong ty Dich vu viSn thong VinaPhone, Trung Tam The (TTT) kinh trinh T6ng Giam D6c xem xet phe duyet plnrong an lien h~ tu v§.n khach hang mo the qua di~n thoai ( goi t~t lit chuyen vien tu van) diroc thirc hien tai Trung Tam The HQi sa, Chi nhanh Bit NfuIg & Chi nhanh Tay Bit NfuIg, Chi nhanh TP,H6 Chi Minh, Chi nhanh Phil Nhuan & Chi nhanh Sai Gon voi cac nQi dung sau day: I NQi dung phuong an lien h~ tU'v§n khach hang m6' the qua di~n thoai: Dia di~m tri~n khai : - Tai Ha NQi: Trung Tam The HQi sa - Hit NQi - Tai Da Ning: Chi nhanh Bit NfuIg & Chi nhanh Tay Bit NfuIg - T~i HB Chi Minh: Chi nhanh H6 Chi Minh, Chi nhanh Phil Nhuan & Chi nhanh SM Gon - Cac Chi nhanh SHB tren toan qufic: Ph6i hQ'Pvoi Trung Tam The & cac Chi nhanh tai 03 khu V\l'C trien khai lit Hit NQi, Bit N~ng va Tp H6 Chi Minh d€ tiep c~, tu v~n phat hanh the S6 3gf13/TTr/TTT: V Iv TriSn khai tu v§.nkhach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu virc Ha Ni)i, TP HeM va Da }lAng Page j;/ cho khach hang tai cac dia ban g§.n Chi nhanh nhat (trong pharn vi ban kinh 100 km tinh ill CN/PGD g~n nhat) Thiri gian thuc hi~n cuqc gQitoo khach hang hang ngay: Bu6i sang tir 9h dSn Ilh45 va Bu6i chieu nr 14h dSn 17hOO • Tai Ha Nqi: Vao cu6i m6i ngay, cac chuyen vien tu vk se t~p hop kSt qua cong vao mftu bao cao d€ Phong Kinh doanh The -Trung Tam The (goi t~t la KDT - TTT) t6ng hQ'Pgiri , den cac Chi nhanh tai khu "" V\lC 'J "I Ha NQi trien khai lien h~ tiep c~n, thu ho sa tham dinh & thuc hien phat hanh the cho cac khach hang Ia hQi vien CarePlus du dieu kien theo chinh sach phat hanh the cua SHB • Tai Ba N~ng: Vao cu6i m6i ngay, cac chuyen vien tu vk se t~p hQ'PkSt qua cong vao mftu bao cao d€ Phong KHCN/T6 tnrong t6 the tong hop b6 tri nhan str tai khu V\lC Da N~ng tri€n khai lien h~ tiep can, thu h6 sa tham dinh & tlnrc hien phat hanh the cho cac khach hang la hoi vien CarePlus du dieu kien theo chinh sach phat hanh the cua SHB • Tai H8 Chi Minh: Vao cu6i m6i ngay, cac chuyen vien tu v~n se t~p hop kSt qua cong vao mftu bao cao d€ Phong KHCN/T6 tnrong t6 the t6ng hop tai khu V\lC TP H6 Chi Minh trien khai lien h~ tiep can, thu h6 sa tham dinh & thuc hien phat hanh the cho cac khach hang la hQi vien CarePlus du dieu kien theo chinh sach phat hanh the cua SHB • Djnh ky vao 16hOOthu' 2, thu 4, thu hang tuin cac T6 the/Phong KHCN Chi nhanh se t~p hop danh sach nhfrng khach hang hoan t~t h6 sa d€ giri len Phong KDT -TTT & Phong The tin dung (TTD -TTT) d€ xu ly phat hanh the Ngu8n nhan ll}'ctri~n khai: : TfJiHiL N9i Cac chuyen vien nr vk se lam viec tai T§.ng - TTT s6 11 Han Thuyen - Hai Ba Trung - Ha NQi bao g6m 08 chuyen vien the tnrc thuoc cac chi nhanh sau day: CN Tay Nam Ha NQi, CN Tay Ha NQi, CN Trung Hoa Nhan Chinh, CN Hang Trong, CN VC;lnPhuc, CN Ha NQi , CN Han Thuyen, CN Thang Long & Trung tam kinh doanh HQi sa : Tai DiL N&ng Chuyen vien tu vk se Giam d6c Chi nhanh Da N~g & Tay Da N~g b6 tri nhan su phu hop Danh sach chuyen vien tu van se giri lai cho Phong KDT - TTT : TfJi H6 Chi Minh Chuyen vien nr vk se T6 the Chi nhanh H6 Chi Minh & Chi nhanh Sai Gon, CN Phu Nhuan dang ky & giri lai danh sach cho Phong KDT - TTT S6 3QI13/TTr/TTT: VIv Tri€n khai nr vk khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu virc Ha NQi, TP HCM va Da N~g Page ¥ Danh sach khach hang tri~n khai: ~ Phong CSKH VinaPhone se cung dp danh sach khach hang la hoi vien CarePlus ill hang Bac tro len cho Phong KDT - TTT HQi sa SHB ~ Phong KDT - TTT HQi sa se can cir vao danh sach dS phan b6 cho tic chuyen vien tu vk theo ty hQ1Jly nrong irng voi cac khu vue nhu H6 Chi Minh, Ha NQi va D,a N£ng dS ti~n hanh lien h~ voi khach hang ~ DAu m6i ti~p nhan danh sach khach hang se la T6 tnrong t6 the (hoac can bQ phu trach phat trien the) cac Chi nhanh trien khai / Dao tao t~p huin ~ Phong KDT - TTT HQi sa phoi hQ1Jvoi Trung Tam Dao tao SHB triSn khai dao tao ky nang nghiep vu co ban cho chuyen vien tu vfrn ~ Xay dung s£n kich ban & cac tinh huong khach hang phan h6i vS san pham the & chuang trinh khuyen mai ~ Trang bi cho chuyen vien tu vk nhfrng hieu biet co ban vS tAm quan cua ban hang qua di~n thoai va cac quy t~c dS tao dich vu chfrt hrong cao Nfun virng ki~n thirc vS san pham the VinaPhone-SHB Uti MasterCard, chinh sach the tin dung SHB, cac chuang trinh khuyen mai, dili san pham, cac dich vu h6 tro cua SHB, qua co thS ban hang congo Cac nQi dung co ban: o Muc tieu tu vfrn mo the qua dien thoai cua chuang trinh o Thuan loi va thach thirc cua cong viec tu vk khach hang qua dien thoai o Lam th~ nao dS ban hang va gioi thieu qua dien thoai cong o Kich ban tu vk - Quy trinh va each thirc tra loi khach hang Quy trinh tri~n khai: Trach nhi~m -Phong Btrac Bl KDthe -Phong Qua trinh Tiep nhan danh sach hQi vien f:llreP1lIS Nhan TP.KD the B2 KDthe Theo thai gran phoi hQ1Jvoi VinaPhone Phan b6 hop ly theo khu VlJC d~n tung Chuyen vien ti~p thi ThOi gian Sl1 T6 tnrong KDT DAu gio m6i Chuyen vien tu Hang ~ -Chuyen vien tu vfrn B3 Thuc hien ti~p thi hang theo danh sach phan cong van S63Q\/13/TTr/TTT: V/v TriSn khai tu vk khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu VlJC Ha NQi, TP HCM va Da N£ng Page V -Chuyen B4 Gui k~t qua tiep thi ~ vao CUOI vien tu v§n Chuyen vien tu van Cuoi , , -PhongKDT -T5 the Chi BS PhongKDT T5 tnrong KDT Cuci I j B6 Chi nhanhlt6 the t6ng hQ'P& gui bao cao thirc hien cu6i tu§n T5 thelCV the Cu6i m6i tu§.n B7 T6ng hQ'Ph6 sa d~ h6 tro & ph6i hQ'P xuly CVPhongTTD Cu6i m6i tu§.n TP KDT-TTT Cu6i m6i nhanh -Phong TTD Phan chia danh sach KH d~n timg Chi nhanh/To the B8 T6ngh~ danh sach de ghi nhan k~t qua va hoa h6ng ky khuy~n mar Quan ly chuyen vien to'van: T~i Hit N{)i: • Quan ly thai gian: Chuyen vien tir v§.n se dang ky lam viec tai Phong KDT - TTT theo gio hanh chinh kS ill 10/1212013 d~n h~t 05/04/2014 Viec quan ly, danh gia chuyen vien tu v§n thai gian trien khai tiep thi khach hang qua di~n thoai se Truong phong KDT - TTT phu trach • Hang tuan, chuyen vien nr v§.n bao cao t5ng hQ1Jk~t qua thirc hien cong viec tu§.n cho Phong KDT -TTT Truong phong KDT - TTT se t5ng hQ1Jva bao cao len Giam u6c - TTT cling nhir giri bao cao k~t qua tlnrc hien cong viec cua cac chuyen vien tu v§n v~ cho Giam d6c phu trach chi nhanh tai Ha N9i cua chuyen vien ttr v§n S6 3W13/TTr/TTT: V Iv TriSn khai tu v§n khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu VlJC Ha N9i, TP HCM va Ua NfuIg Page V T~i Ba N~ng: • Chuyen vien tu v§.n se lam viec tai Chi nhanh Ba Nkg & Tay Da Nkg thee gio hanh chinh kS nr 10/12/2013 den het 0510412014 Viec quan 11', danh gia chuyen vien tu v§.n se Giam d6c Chi nhanh Da Nang & Tay Da N~ng xem xet thong qua ti l~ cuoc goi tu v§.nthanhcong, T~i Chi nhanh HA Chi Minh: ã Chuyen vien tu vĐ.n se lam viec tai Chi nhanh H6 Chi Minh & Chi nhanh Sai Gon, Chi nhanh Phu Nhuan theo gio hanh chinh kS ill 10112/2013 den het 05104/2014 Viec quan 11', danh gia chuyen vien tu v§.n se Giam d6c Chi nhanh xem xet thong qua ti l~ cuoc ~Qi tu v.1n congo Ghi nh~n k~t qua va chi tieu cua chuyen vi en tU'v§n: ~ Chi tieu: Tir danh sach phan cong tir Phong KDT - TTT cung dp, cac chuyen vien tu v§.nm6i se phai thuc hien lien lac voi it nh.1t 30 - 40 khach hang, dat cac yeu cc1ucua tirng tuk nhu sau: Ty l~ s6 lU'Q'Ilg/ Chi tieu s6 hreng khach hangthanh tuin cong d1! ki,{ en cong thuc t~ So hrong khach hang goi di~n tu van 180 80% 144 So cuoc goi cong 144 80% 115 S6 CU9C hen thiet ldp duac WYi khach hang 115 30% 34 34 10% S6 luang khach hang dong ~ y phdt hanh the Ghi nh~n k~t qua: Chuyen vien tu v§.n cong cho khach hang d6ng l' phat hanh the va thiet l~p cuoc hen urong irng ty l~ 10% & 30% tren t6ng danh sach khach hang diroc giao duoc coi la hoan cong viec Voi m6i khach hang phat hanh the cong va co giao dich tren h~ thong, chuyen vien tu v§.n se duoc hirong them hoa hong ~ Sau chuyen vien ttr v§n thi~t l~p cuqc hen cdng viec t6ng hQ'Pbao cao se diroc thirc hien nhu sau: Tai Ha Nqi: Gtri bao cao cho Phong KDT -TTT, Phong KDT- TTT se phan b6 vS cho cac Chi nhanh tai dia ban Ha NQi phu hQ'P(uu tien Chi nhanh co chuyen vien tu v§.n hoac y€u t6 dia 11') Cac chi nhanh tren dia ban se ti€n hanh lien h~ tiep c~ thu h6 So', tham dinh va phat hanh se 3c2113/TTr/TTT: VIv TriSn khai tu v§.n khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu vuc Ha Noi, TP HCM va Da N~ng Page p the cho khach hang K~t qua se duoc ghi nhan v~ cho Chi nhanh ti~p c~ va phat hanh the congo Tai Ba Ning: Giri bao cao cho Truong Phong KHCN/T6 tnrong T6 the Chi nhanh Da N~ng & Tay Da N~g, k~t qua se diroc ghi nhan tnrc ti~p cho chi nhanh phat harrhthe Tai H6 Chi Minh: Giri bao cao cho T6 tnrong t6 the Chi nhanh H6 Chi Mini} & Chi nhanh Sai Gon, Chi nhanh Phil Nhuan k~t qua se diroc ghi nhan tnrc ti~p cho chi nhanh phat hanh the LQi ich cua vi~c tri~n khai phuong an lien h~ to' vin khach hang miYthe qua di~n thoai: Sau xem xet, phan tich va danh gia mot s6 mo hinh trien khai du an ill k ban hang cua cac Ngan hang tren thi tnrong, Trung Tam The HQi sa nhan thay viec ap dung mo hinh t~p trung neu tren dap irng diroc tieu chi nhu sau: SHB se quan ly & khai thac t~p trung duoc danh sach khach hang r§t ti~m nang cua VinaPhone Ki€m soat duoc thai gian & tien dQ tri€n khai dir an (ngan han 03 thang) Ki€m soat & di~u chinh diroc cac nQi dung thong tin, thong diep truyen thong ben ngoai d~n voi cac khach hang Tang diroc hieu qua truyen thong, gioi thieu tinh nang san pham the d6ng thuong hieu VinaPhone-SHB MasterCard d~n voi nhom khach hang CarePlus Tao dtroc phong each chuyen nghiep uy tin viec tri€n khai cac du an the voi nhfrng d6i tac Ian Mang lai nguon khach hang tiem nang, ch§t hrong cho cac Chi nhanh tri€n khai ban cheo san pham ngan hang ban le cua SHB sau du an II ThOi gian tri~n khai phirong an Cong vi~c thl}'c hi~n Bon vi thuc hi~n Soan thao noi dung to trinh Phong Kinh doanh The Thong bao cac Chi nhanh tham gia Phong Kinh doanh The T6 chirc, b6 tri nhan sir tham gia Trung tam The, Chi nhanh Trung tam The, Phong Hanh L~p d?t may dien thoai c6 dinh chinh Hoan kich ban nQi dung va Trung tam The cung dp tai lieu dao tao Dao tao huan luyen ky nang nr v§n , , So.3l./13/TTr/TTT: V/v Trien khai MasterCard qua dien thoai tai Khu Trung tam The, Chi nhanh Thot gian hoan dl}'ki~n 09/12/2013 Ngay sau to trinh duoc TGD duyet 13/12/2013 13/12/2013 12/1212013 14& 15/12120 13 , van khach hang CarePlus phat hanh the VinaPhone-SHB V\IC Ha NQi, TP HCM va Da N~g Page ill Jr Thirc hien tu v§n dSn khach hang Chuyen vien tu vfrn 19112/2013 IV T8 chirc Thl}'c hi~n: Trung tam The: DAu rnoi t6 chirc nhan S\I tu vfrn tai dia ban Ha NQi DAu moi nhan danh sach khach hang CarePlus ill Phong CSKH cua VinaPhone & phan b6 danh sach dSn cac don vi tri~n khai T6 chirc bu6i dao tao cac Icy nang, nQi dung truyen thong, quy trinh tiSp thi khalh hang CarePlus qua dien thoai (Dao tao t~p trung d6i v61 KV Ha NQi & qua cAu truyen hinh d6i voi KV Da NfuIg&HCM) Giri tai lieu dao tao cua chuang trinh d~n T6 the/Phong KHCN cac Chi nhanh trien khai Ph6i hop voi cac Chi nhanh tri~n khai du an cong tac huang dfuI tiSp c~ & phat hanh the cho khach hang CarePlus Ph6 bien chuang trinh toi cac Chi nhanh va Phong giao dich, h6 tro va phoi hop voi cac Chi nhanhlPGD giai quyet nhtrng kh6 khan hoac nhirng v§n d~ phat sinh, giai dap moi th~c mac v~ chuang trinh; Thirc hien t6ng kSt, thong ke s6 lieu, bao cao len Giam D6c TTT v~ hieu qua cua chuang trinh Trung Tam Dao T~o: H6 tro Trung tam the viec t6 chirc buoi dao tao t~p trung d6i voi KV Ha NQi va qua cAu truyen hinh voi KV Da Nang & HCM) Ph6i hop v61 Trung tam the viec danh gia hieu qua dao tao Phong Hanh chinh quan tr] Hqi sO- Cung dp so hrong may dien thoai c6 dinh theo d~ xufrt cua Trung Tam the T8 thelPhong D!ch v\l khach hang /Phong KHCN Chi nhanh: TiSp nhan thong tin khach hang CarePlus du di~u kien tir Trung Tam The d~ trien khai chuang trinh, gioi thieu va huang dfuI chuang trinh cho khach hang; Len k~ hoach tiSp c~ va l~p kS hoach khach hang thee tirng d6i tuong thuoc dia ban Chi nhanh quan ly (trong vong ban kinh 100 km tinh ill DVKD gk nhfrt cua Chi nhanh) Thu th~p h6 so, tham dinh khach hang, trinh phe duyet theo dung quy dinh hien hanh cua SHB hoac l~p to trinh ngoai chinh sach d6i voi cac khach hang tiem nang D~ xuat cac giai phap & ph6i hop chat che voi Trung tam the d~ trien khai phat hanh the cho khach hang Giri bao cao t6ng kSt s6 hrong va danh sach khach hang tham gia chuang trinh v~ Phong KDT TTT kSt thuc chuang trinh S6 ,2/13/TTr/TTT: V/v Tri~n khai tu vfrn khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu VlJC Ha NQi, TP HCM va Da NfuIg Page ¥ Tren day la k€ hoach trien khai thirc hien phuong an lien thoai d6i voi the Co-branding VinaPhone-SHB M nr MasterCard v~n khach hang mo the qua dien d€n voi nho~ khach h.~g ca nhan tiem nang, dac biet la cac khach hang hQi vien CarePlus cua Cong ty Dich vu viSn thong VinaPhone, Trung tam The Kinh trinh T6ng Giam D6c xem xet phe duyet va giao cho cac Dan vi va Ca nhan lien quan t6 chirc thirc hien 'J j Trung tam the trdn kinh trinh GIA.M DOC TRUNG TAM THE L Y KIEN CUA CA.C PHONG, BAN H(H so CHiNH Trung Tam dao tao: .%!.t?~.:, lJ L,a,! lkoif ., 1L,.k;p IifJ n >l1T.f.· Y KIEN CUA PHO TONG GIA.M DO : : ~ HUONG TRljC D~NG TRUNG DUNG PHt DUY~T CUA TONG GIA.M DOC ;./ -«: ~ ~rL J NO'i nhiin : Nhu tren Luu TTT S6 3Jj13/TTr/TTT: V Iv Tri~n khai tu v~ khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien thoai tai Khu V\l'C Ha NQi, TP HCM va Da Nfulg Page p ... cua cac chuyen vien tu v§n v~ cho Giam d6c phu trach chi nhanh tai Ha N9i cua chuyen vien ttr v§n S6 3W13 /TTr/ TTT: V Iv TriSn khai tu v§n khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard... tu Hang ~ -Chuyen vien tu vfrn B3 Thuc hien ti~p thi hang theo danh sach phan cong van S63Q\/13 /TTr/ TTT: V/v TriSn khai tu vk khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien... Minh & Chi nhanh Sai Gon, CN Phu Nhuan dang ky & giri lai danh sach cho Phong KDT - TTT S6 3QI13 /TTr/ TTT: VIv Tri€n khai nr vk khach hang CarePlus phat hanh the VinaPhone-SHB MasterCard qua dien