Team Leader - Social Media-2400004459

JOB SUMMARY

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

RESPONSIBILITIES

Strategy

• 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

Business

• 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

Processes

• 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

People & Talent 

• 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

Risk Management

• 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

Governance 

• 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

Regulatory & Business Conduct 

• 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.

Key Stakeholders

• CE Team, Branches, Individual resolution units across SCB 

Other Responsibilities

• 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)

Our Ideal Candidate

• 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

Role Specific Technical Competencies

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

About Standard Chartered