Head - Online Reputation Management/Complaint Management - Social Media

Head Online Reputation Management/ Head Complaint Management-Social Media

Looking for candidate who can:

- Customer Journey Mapping

- Complaint Management (Touch- Level 1 & HGR / Social Media Level 2)

- Customer Complaint Cyber Crime

- Customer & Business related :

- Ensure timely and accurate forecasting, capacity planning (including IT & Infra) and scheduling to achieve desired service levels

- Real time management for response rate and resolution ie FCR

- Management of sensitive and high viral content/posts

- Ensure all required skills are identified and trained for all roles in social media team - refresher training as per training need requirement

- Ensure cadence and rigor to drive performance management - KPIs and targets, action plans, performance reviews, huddles etc

Regulations and reputation related:

- Ensure Social media team adheres to regulatory and information security guidelines

- Ensure all high visibility, important posts/comments are handled on priority and with specialization

- Ensure standard operating procedures are followed

Employee related:

- Recruit teams is adequate social savviness and response skills/ multi product abilities

- Ensure path of progression for each level in Social Media team is defined and opportunities are made available for the SM team

Business excellence:

Deploy Edge tech and automation solution implementation as designed

Ensure continuous improvements through automation/work-flow changes - 2-3 sig sigma project completed in FY

Drive engagement for the bank by publishing social media content (e.g. self help videos, posts)