Social Media Insights & Governance Analyst GSC’s

The Opportunity: 

• The role forms part of HSBC’s Global Social Media Insights and Governance Team within Group Communications & Brand, reporting to the Social Media Insights & Governance Manager.
• Please note this role is shift based, current shift patterns cover 24/7 which will include working outside of core hours (e.g Nights and Weekends)

Key responsibilities include:

Monitoring & Support

• Real time monitoring of social media ‘chatter’ for HSBC and its subsidiaries including identification of security threats and reputational issues which could be brand damaging.
• Real time monitoring and internal stakeholder communication of social media ‘chatter’ in English language and making use of translation utilities for all other languages.
• Real time monitoring and responsible for internal stakeholder communication of potential physical and reputational security risks for HSBC group, Including e-mail alert management globally.
• Responsible for incident management for HSBC group where there is a social media impact. 24/7 Monitoring for social media chatter for indications of potential reputational issues across social media platforms.
• Consultancy for marketing and customer service teams for non-standard queries and events
• Global software support for Social Media tools and internal platforms (Sprinklr / ZeroFox / JIRA / Confluence / Social Media Portal).
• Global social media network support and liaising with social media vendors for HSBC group, when required (Twitter, Facebook, LinkedIn, YouTube, Instagram).
• Training HSBC employees and external agencies when on-boarding them onto social media software tools (Sprinklr).
• Management of the Social Media Monitoring inbox and Social Media Service Desk

Analysis & Insights

• Using social analysis platforms to identify key data points, trends, information, and insights to support business decisions and drive positive change.
• Supporting insight briefs across all business lines where supplementary social media data adds value. Utilize specialized knowledge to provide data driven recommendations xLOB.
• Creation of reporting and real time listening dashboards and / or alerts in order to provide social data to internal and external stakeholders.

Social Media Governance

• Responsible for governance and protection across HSBC, first direct and M&S brand social accounts, including password management, 2FA configuration and native access controls
• The role holder will be responsible for helping to ensure that HSBC's global social media activity is compliant and adheres to global policies and processes.
• Support in the Implementation of measurable global social media controls of social media across the business lines and functions.
• Support the Social Media Governance team in the management of governance reporting across the global social media engagement strategy including account takedown activity, employee escalations, and user access requests.
• Support the Team Managers in reviews of global and local social media policies and operational procedures to ensure compliance and consistency.
• Reporting of Social Media accounts / pages which falsely impersonate HSBC and its subsidiaries.
• Provide global social media software support and consultancy for social media governance software.

What you’ll do:

Principal Accountabilities:Key activities and decision-making areas

Impact on the Business

• Monitor all Social Media platforms in order to pro-actively identify any potential brand reputational risks. Ensure that any potential issues are appropriately escalated, prioritised, and communicated.
• Monitor all Social Media platforms in order to pro-actively identify any IT Service Incidents through customer ‘chatter’, for example those affecting Internet Banking, ATM’s, Mobiles Apps, Point of Sale.
• Monitor all Social Media platforms in order to pro-actively identify any discussion from Activists’ regarding Cyber or Physical attacks against HSBC and its subsidiaries brands.
• Provide global social media software support and consultancy for Sprinklr, ensuring that any issues are fixed, implemented, and communicated satisfactorily.
• Provide regular Social Media Analysis and Insights by collaborating with our colleagues. Providing input at team meetings and regularly keeping track of insight briefs which, our wider team are working on.
• Manage and maintain the architecture and structure of digital platforms utilised by the team in line with existing procedures