Complaint Management Role - Social Media Domain - ORM

Hiring for a Renowned Bank,

- Manage a team for 24/7/365 SMRU operations - in-house / agency model encompassing end to end resolution of queries/requests/issues and complaints received on social media handles of the bank.

- Analyse and improvise existing processes and build efficiency and effectiveness.

- Write and build social media responses around themes / past data through competition benchmarking with an aim to reflect the bank's social media image.

- Ensures that the bank is fully compliant with respect to guidelines under the IT ACT / regulations affecting Social Media.

- Should identify mass impact items and take immediate actions accordingly, to minimise the customer -inconvenience including proactive communication with customers, if necessary.

- Own the Social Media complaint management processes of the Bank across channels and businesses, including joint processes with the bank's third-party partners.

- Ensure that there is a Social Media - complaint resolution process to track closure of complaints and ensure that the -Complaint Resolution Index maintains a top box rating within prescribed benchmarks which lays focus on the improvement of problem resolution quality.

- Should be able to build and develop a vision for servicing clients on Social Media.

- Should analyse and better the existing set up of Social Media Operations.

- Should develop and maintain strong connections through internal and external networking to to influence and manage stakeholders.

- Conduct a trend analysis of all Social Media complaints and build forecasting models to identify and fix issues for any emerging trends with the end target of managing down complaints.

- Represent the Social Media - Client Services unit wherever required to ensure that the Bank's process & products are designed with 'customer centricity' in mind & that we provide enough touch points for the customers to raise their grievances for quality & timely resolutions.

- Ensure the Social Media customer communication with regards to complaints management is standardised on customer communication.

- Connect with various Service organisations outside the Bank to understand their success stories with a view to translate such learning into practical adaption and fostering our Bank's grievance redressal mechanism.