As the Assistant Manager-Social Care, you will play a crucial role in enhancing the customer experience and maintaining a positive online presence for Mashreq. Your expertise in social care and ORM will be instrumental in driving customer satisfaction and brand reputation. You will lead a diverse team, collaborating with cross-functional partners to deliver an exceptional customer journey.
Responsibilities
- Lead and manage a team of social care professionals, providing guidance and support to ensure high-quality customer interactions.
- Monitor and analyze social media platforms and online forums to identify customer feedback, trends, and potential issues.
- Develop and implement strategies to enhance customer satisfaction and resolve customer queries and complaints effectively.
- Collaborate with cross-functional teams, including marketing, operations, and product development, to align social care efforts with overall business goals.
- Ensure compliance with regulatory requirements and maintain a positive online reputation for the bank.
- Conduct regular performance evaluations and provide feedback to team members, fostering a culture of continuous improvement.
- Stay updated with industry trends and best practices in social care and ORM, and implement innovative solutions to enhance customer experience.
- Build and maintain strong relationships with key stakeholders, including clients, partners, and internal teams.
- Oversee the development and execution of social care training programs to enhance the skills and knowledge of the team.
Qualifications
- Minimum of a Bachelor's degree in a relevant field, such as Business Administration, Marketing, or Communications.
- A minimum of 4 years of experience in social care, with a proven track record in a reputed bank or financial institution.
- Demonstrated expertise in online reputation management and social media monitoring tools.
- Strong leadership and team management skills, with the ability to motivate and inspire a diverse team.
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in using social media management platforms and analytics tools.
- Knowledge of banking products and services, and an understanding of the financial industry.
- Ability to work in a fast-paced, dynamic environment, and manage multiple priorities effectively.
- Flexibility to adapt to changing business needs and a willingness to learn and grow with the organization.
