VP/SVP - Lead Social Media/Customer Experience - Bank

Given below the position details with a Leading Bank.

Looking for candidates from Consumer Tech / E-Commerce / Fin tech environment

Job Title : Lead Social Media

Grade : VP/SVP

Business Unit : Customer Experience

Job Location : Navi Mumbai

Desired Candidates Eligibility :

- Should have strong experience in Customer Engagement Operations.

- Preferred experience in managing customer escalations vide Social Media, E Mail, chats and electronic platforms in a Consumer Tech / E-Commerce / Fin tech environment

- Sound understanding of Customer Experience environment with exposure to data and analytics

Job Description/ Specifications :

- Driving and Executing Service engagement for the bank across all social media Platforms.

- Meeting desired SLAs in terms of Response, First Contact Resolution, on platform closure and achieving industry best ratings on all mediums

- Meeting Benchmark NPS / Csat Scores for Social media interactions

- Forecasting, capacity planning (including IT & Infra) and scheduling to achieve desired service levels .

- Managing Statutory Regulations and Online Reputation for the bank

- Ensuring Standard Operating Procedures are followed