VP/SVP - Lead Social Media/Customer Experience - Bank (8-15 yrs)
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
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