Social Media Manager, Contact Centre

Key Responsibilities:

• Team Leadership:
• 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)
• Foster a collaborative team culture that encourages creativity and professional growth.
• Identify knowledge gaps/ training needs through day-to-day team operations and observations
• Disseminate information to team members to ensure accurate and updated policy and information is conveyed to customers.
• Customer Engagement:
• Oversee Contact Centre customer engagement across various social media platforms (e.g., Facebook, Instagram, X, Google Play Store).
• Monitor social media channels for customer inquiries, feedback, and trends, ensuring timely and effective responses.
• Ensure that all content adheres to the bank's brand guidelines and regulatory requirements.
• Analytics & Reporting:
• Prepare regular reports on social media performance and provide insights for continuous improvement.
• Collaboration:
• 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.
• Trend Monitoring:
• Stay updated on social media trends, tools, and best practices to ensure the bank remains at the forefront of digital engagement.
• Identify opportunities for innovative social media initiatives that enhance customer experience.

• Assignment of account servicing related social media cases to Customer Service Executives
• Provide customers’ feedback to respective business partners to improve customer experience
• Introduce and educate customers on the self-service/ automated banking channels

• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank

• Support ad-hoc projects as assigned.

• Has a passion for service and enjoy engaging on social media platform. Previous service and social media experience will be an advantage
• Good Team Player
• Able to work in a fast-paced and demanding environment
• Able to do shift work (24/7)
• Minimum Diploma with work experience in customer service, social media environment or a Degree
• Technically savvy
• One needs to have knowledge in social media tools and techniques