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23/12 Dheeraj Walia
CEO at Steps

Views:393 Applications:107 Rec. Actions:Recruiter Actions:49

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

Navi Mumbai/Bangalore/Mumbai Job Code: 1023219

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

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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