Assistant Manager-Social Care.Client Experience and Conduct-Customer Service

Job description

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.