“Customer care is a central and crosscutting task”

This statement is shared by Vietcombank Binh Duong Director Nguyen Thai Minh Quang when he talked about efforts to support customers amid a challenging economy. He said that customers helped Vietcombank overcome difficulties to fulfill many key targets in 2022 and created an important foundation for continued effective and sustainable development in the new year of 2023.

Could you please briefly introduce some remarkable business outcomes of Vietcombank Binh Duong in 2022?

In 2022, business operations of Vietcombank Binh Duong were both advantageous and challenging. In the first six months of the year, despite our best efforts, our growth pace was a bit slower than other years. In the third and fourth quarters, despite being accelerated, the pace was largely influenced by economic situations, especially shrinking exports to key markets like the United States and Europe. As a key bank for exporters of woodwork, textile and garment, leather and footwear, all hard hit by economic and political volatility in the world, Vietcombank Binh Duong’s transaction revenues were also affected.

However, with its collective efforts, the branch’s key business targets in 2022 were basically completed as assigned by Vietcombank, including good credit quality, profit performance, and nearly VND30 billion of tax revenue for the local budget. The material and spiritual life of employees was improved with higher income than the previous year. Trade union, youth union and physical fitness activities also increased to inspire working spirit of employees.

In 2022, Vietcombank Binh Duong joined many meaningful social activities like sponsoring construction of charity houses, supporting the poor, financing child protection funds, the Red Cross Fund and assisting workers in difficult circumstances. More than VND5 billion was spent on social activities (raised from employees.)

What helped Vietcombank Binh Duong overcome difficulties to complete its business plans?

Like any other year, right from the beginning of 2022, Vietcombank Binh Duong closely followed the directions of Vietcombank's Board of Directors on business activities to inform every employee.

In Binh Duong province, the branch focused on corporate customers and FDI customers. So, at the beginning of the year, the leadership directed all employees to take customer care as a central and crosscutting task. Vietcombank Binh Duong adopted many solutions regarding customer development (directed by the Branch Director); established an FDI customer development team, an FDI customer care team, and a non-credit product development team among other units; and launched annual action plans for its working units to work out their detailed working programs and plans. As a result, in 2022, although the international payment transaction volume did not reach the target, the branch managed to develop many new wholesale credit customers and many new trade finance customers to lay a foundation for future development.

Simultaneously, the branch deployed many sales and customer care solutions, launched emulation movements, and organized in-house training courses to exchange experiences with other branches and banks.

How has Vietcombank Binh Duong been striving to support customers, especially small businesses?

To achieve this year’s results, in addition to its efforts, the branch also had the companionship of customers. As I said, customer care is our main goal and mission. Recently, Vietcombank and Vietcombank Binh Duong Branch actively reduced interest rates by 1% for customers; directed units, especially corporate and retail units, to actively review and notify customers eligible for the 2% interest rate cut under Decree 31 of the Government. Simultaneously, the branch strengthened customer care, quickly processed application forms, improved loan procedures, consulted on side-selling and cross-selling products, adopted digital transformation, and brought practical benefits to customers. The branch also regularly organized workshops to introduce its products and services, learn about customer opinions and express its thanks to customers. Through the Provincial People's Council, the branch sent recommendations to the Party, the distribution and the province, seeking more favorable conditions for customers in terms of cash flow and procedures.

Entering 2023, what are the working objectives and directions of Vietcombank Binh Duong?

In 2023, Binh Duong province set a GDP growth target of 8.5-8.7%. Vietcombank Binh Duong typically follows the plan and tasks assigned by Vietcombank’s Board of Directors and usually has specific targets and plans at the beginning of the new year. But, the branch also actively envisions its performance as in 2022, specifically credit and deposit growth of 10-12%, international payment, trade finance and forex business growth of 15%, and profit growth of 10-12%. In addition, it is necessary to ensure safety and efficiency in operations and take care of employees’ livelihoods, at least equal to, or higher than, 2022. If everything goes smoothly as expected, these targets should be met. Although these are quite high, they are still within reach.

Thank you very much!

By Quoc Hung, Vietnam Business Forum