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15/12 Ketan Srivastava
Assistant Manager - HR at Impeccable HR Consulting

Views:705 Applications:124 Rec. Actions:Recruiter Actions:37

Head - Online Reputation Management/Complaint Management - Social Media (8-15 yrs)

Mumbai/Navi Mumbai Job Code: 1019629

Head Online Reputation Management/ Head Complaint Management-Social Media


Looking for candidate who can:

- Customer Journey Mapping

- Complaint Management (Touch- Level 1 & HGR / Social Media Level 2)

- Customer Complaint Cyber Crime

- Customer & Business related :

- Ensure timely and accurate forecasting, capacity planning (including IT & Infra) and scheduling to achieve desired service levels

- Real time management for response rate and resolution ie FCR

- Management of sensitive and high viral content/posts

- Ensure all required skills are identified and trained for all roles in social media team - refresher training as per training need requirement

- Ensure cadence and rigor to drive performance management - KPIs and targets, action plans, performance reviews, huddles etc

Regulations and reputation related:

- Ensure Social media team adheres to regulatory and information security guidelines

- Ensure all high visibility, important posts/comments are handled on priority and with specialization

- Ensure standard operating procedures are followed

Employee related:

- Recruit teams is adequate social savviness and response skills/ multi product abilities

- Ensure path of progression for each level in Social Media team is defined and opportunities are made available for the SM team

Business excellence:

Deploy Edge tech and automation solution implementation as designed

Ensure continuous improvements through automation/work-flow changes - 2-3 sig sigma project completed in FY

Drive engagement for the bank by publishing social media content (e.g. self help videos, posts)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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