Team Leader - Social Media

• Focus on delivering KPI benchmarks, quality and improvement of processes within Client Care Centre for the Social Media team.

• In charge of day to day management of social media operations and accountability for their results
• Work closely with the Quality, Training & Operations teams to achieve / improve business KPIs
• Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
• Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes
• Support Business objectives & priorities (Handle calls, conduct Escalation RCA)
• Contribute/Support Business Projects
• Additional duties as assigned

• Ensure that team meets required Service metrics - First response TAT /FCR / Closure in 48 hours
• Monitor cases and calls to improve Quality of Interactions with Customers
• Provide qualitative and specific feedback to drive performance
• Conduct Mystery Checks to assess awareness & knowledge levels

• Identify gaps and initiate process improvements
• Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement
• Conduct/Attend Call Calibration sessions with QA, training and operations team

• Identify Need based training requirements
• Support Certification and incubation of new hires
• Improvement in the performance/quality benchmarks and overall quality of service provided
• Ability to write, think and work quickly without losing focus.
• Maintain the highest level of professionalism while managing sensitive issues

• Ensure process adherence and audit preparedness
• Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / process gaps and highlight to the management
• Adhere to customer data confidentiality policy
• Adhere to all applicable rules / regulations and group policies

• Support the identification, development and implementation of continuous improvement ideas.
• Provide timely feedback to management and the team concerning operational changes/ideas, and recommends solutions to customer service failures.
• Report on activity and findings, concisely summarizing important community trends and insights that are relevant to social care, team, SCB products and the overall brand

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

• CE Team, Branches, Individual resolution units across SCB

• Embed Here for good and Group’s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

• Minimum qualification should be graduation
• Strong writing communication
• Knowledge of Excel and comfortable with systems
• Good knowledge of the selected market and customer segments would be an advantage
• Strong inter personal skills which encourages and promotes enthusiasm and team spirit

• Social media management - Understanding of Social Media platforms and jargon
• Knowledge of Microsoft Suite – Excel, Word, PPT
• Telecommunication - Customer support

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Standard Chartered