Job Description

Role Responsibilities

In charge of day-to-day management of social media operations and accountability for their delivery of results. Explore ways to improve and ensure superior service delivery through robust and customer centric processes.

Strategy*

Identify team goals and evaluate the team progress against set metrics and goals.

Identify gaps and initiate process improvements with respective Ops and Country stakeholders.

Business*

• Ensure KPI\xe2\x80\x99s (Key Performance Indicator) & KRI\xe2\x80\x99s (Key Risk Indicator, eg \xe2\x80\x93 proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved by the team and work towards the improvement
• Work closely with the Quality, Training & Operations teams to achieve / improve business KPIs. Monitor cases and calls to improve Quality of Interactions with Customers
• Follow Up and drive closure of pending cases to ensure timely closure.

• Provide qualitative and specific feedback to drive performance
• 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.
• Drive improvement in the performance/quality benchmarks and overall quality of service provided
• Monitor and coach team members to ensure metrics are met
• Organize team meetings and initiatives and drive participation.
• Evaluate current scripts, prep scripts for new scenarios and ensure adherence by the team.
• Ensure SLA/Process note documents are updated and adhered to.
• Provides timely feedback to management 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
• Participation in operational or technical platform trainings, as needed

Processes*

Support Business objectives & priorities (Handle calls, conduct Escalation RCA), identify gaps, and initiate process improvements.

People & Talent *

• Support Certification and incubation of new hires.
• Coaching the team constantly and documenting feedback.

Risk Management*

Iidentify potential disputes / escalation / specific trends noticed while handling of cases / process gaps and highlight to the management

Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints. * Ensure eLearning\xe2\x80\x99s, CIBs and any mandatory requirements are completed by the team.

Governance

• Ensure process adherence and audit preparedness.

Regulatory & Business Conduct *

• Display exemplary conduct and live by the

. * 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 the Social Media team to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders*

• CE Teams, CABM, Support Functions and Operations

Other Responsibilities*

• Ensure participation in all engagement activities of the organisation.

*

Training, licenses, memberships and certifications

Minimum qualification should be graduation

• Strong written and oral communication
• Knowledge of Microsoft suite services and comfortable with systems
• Good knowledge of the Social Media markets and customer segments

ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS*

• Communication skills -Written and Verbal Expert
• Interpersonal Skills Advanced
• Social media management - Understanding of Social Media platforms and jargon Advanced
• Knowledge of Microsoft Suite \xe2\x80\x93 Excel, Word, PPT Advanced
• Telecommunication - Customer support Advanced

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• 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

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• 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 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.

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