Truong Thao

9/2000-8/2004: University Student at Ha Noi National Economic University.

9/2007-10/2009: Study master's degree. Major: Finance and Banking

9/2004-/2006: Accountant at Truong An Construction Company

6/2006-9/2008: VietinBank Que Vo Branch. Position: Credit Officer, RM

9/2008-3/2015: HR department at VietinBank HO. Position: Staff

4/2015-12/2018: HR Service department at VietinBank HO. Position: Manager

12/2018-2025: Service Quality Management Department at VietinBank HO. Position: Manager

Detail:

1. DEPUTY HEAD OF QUALITY MANAGEMENT DEPARTMENT
Operations Division, VietinBank Head Office
[Working period: 12/2018 – Present]
• Focal point leading improvement projects using Lean Six Sigma and other modern methodologies:
Manage and implement process improvement projects for core and critical organizational processes, delivering high efficiency
Implement service improvements using other modern methods such as customer journey mapping, service cycle, and Business Process Reengineering (BPR)
• Manage Kaizen improvement activities:
Develop improvement activity processes and provide training for implementing units
Organize programs to promote improvements, with over 10,000 improvement proposals per year; manage reward and recognition programs
Develop systems to record, manage, and monitor the progress of improvements across the organization for over 20,000 staff members
Train units to apply root cause analysis methods with customer insights, complaints, and pain points to propose improvement solutions
• Implement and maintain service quality management systems according to ISO 9001:2015 standards, organization-wide service quality standards, and conduct training and communication on service quality
Develop ISO assessment manuals and provide training for units
Develop internal and customer-facing service quality standards: SLA, behavior standards, etc., and train units for implementation
Build automated measurement systems for SLA commitments and train units for application. Develop training and communication programs on service quality
• Develop and implement information disclosure activities for customers and internal staff regarding potential service disruptions/negative impacts on customer rights
Develop implementation processes and messages to enhance customer experience
Train and supervise the implementation of information disclosure by Divisions and units
Build automated monitoring and measurement systems
2. DEPUTY HEAD OF HR SERVICES DEPARTMENT
Human Resources Division, VietinBank Head Office
[Working period: 4/2015 – 12/2018]
• Manage performance evaluation for units and staff, system-wide KPIs
Develop Balanced Scorecards for units and key job positions. Train key bank leaders in staff evaluation skills
• Manage recruitment activities
Implement large-scale recruitment campaigns, hiring thousands of staff for various units
• Manage projects to enhance employee satisfaction and engagement, corporate culture, and HR policies
Develop and implement projects to improve employee satisfaction and engagement for 200 units
Develop, implement, and train on corporate culture
Develop and train on HR management regulations: training, planning, evaluation, etc.

3. HR & TRAINING SPECIALIST
Personnel and Training Department, VietinBank Head Office
[Working period: 10/2008 – 3/2015]

Develop HR management and training regulations
Implement HR management across the entire banking system
4. CREDIT OFFICER: Que Vo Industrial Park Branch, VietinBank
[Working period: 6/2006 – 10/2008]

5. GENERAL ACCOUNTANT: Truong An Company, Ministry of Defense
[Working period: 9/2004 – 5/2006]

EDUCATION
[National Economics University] | [Degree: Bachelor, Major: Banking and Finance]
Study period: 9/2000-8/2004
[National Economics University] | [Degree: Master, Major: Banking and Finance]
Study period: 9/2007-10/2009

CERTIFICATES
• [Lean Six Sigma] | by [Vietnam Productivity Institute]
• [Chief Accountant] | by [National Economics University, Hanoi]
• [Lead Auditor] | [International]
• Certifications:

Human Resource Management Skills Course
Recruitment Interview Skills Course
AI for Leaders in the Digital Era Course
Leadership competency framework: Strategic management, Talent development, Innovation, Balancing risk and growth
And many other courses and certificates
SKILLS
• Professional skills: Professional training, Coaching, Numerology consulting for capacity development, Physiognomy application in HR management, HR management skills, Performance evaluation, Balanced Scorecard management, Recruitment interviewing, Service quality management, Lean improvement, Customer experience, Customer and internal surveys, Employee experience and engagement, Service excellence training, Sales skills, etc.
• Soft skills: Effective communication, Presentation, Problem-solving

PROJECTS & OTHER ACTIVITIES
• Guide other organizations in building SLA commitments for work management and improvement
• Customer survey and improvement projects
• Training for health care company teams
• Sharing about Diamond Cutter, seed-planting philosophy, and personal development skills