Social Media Manager, Contact Centre

Job Description - Social Media Manager, Contact Centre (2500001K)

Key Responsibilities:

1. Manage, mentor, and develop Social Media Executives, providing guidance and support in their day-to-day activities and ensure delivery of set Key Performance Indicators (KPIs).
2. Foster a collaborative team culture that encourages creativity and professional growth.
3. Identify knowledge gaps/training needs through day-to-day team operations and observations.
4. Disseminate information to team members to ensure accurate and updated policy and information is conveyed to customers.
5. Monitor social media channels for customer inquiries, feedback, and trends, ensuring timely and effective responses.
6. Ensure that all content adheres to the bank's brand guidelines and regulatory requirements.
7. Analytics & Reporting:
8. Prepare regular reports on social media performance and provide insights for continuous improvement.
9. Work closely with other teams and departments (e.g., Group Brand Communications, Product Managers, Process Design, Risk & Compliance) to ensure a cohesive approach to customer engagement.
10. Trend Monitoring:
11. Stay updated on social media trends, tools, and best practices to ensure the bank remains at the forefront of digital engagement.
12. Identify opportunities for innovative social media initiatives that enhance customer experience.
13. Assignment of account servicing related social media cases to Customer Service Executives.
14. Provide customers’ feedback to respective business partners to improve customer experience.
15. Introduce and educate customers on the self-service/automated banking channels.
16. Ensure compliance with Group Policy and Standards, local laws and regulations, and controls and procedures of the Bank.
17. Support ad-hoc projects as assigned.

Qualifications:

Job Requirements:

1. Has a passion for service and enjoys engaging on social media platforms. Previous service and social media experience will be an advantage.
2. Good team player.
3. Able to work in a fast-paced and demanding environment.
4. Able to do shift work (24/7).
5. Minimum Diploma with work experience in customer service, social media environment, or a Degree.
6. Technically savvy.
7. Knowledge in social media tools and techniques.