AxisPhone:Team Lead - Social Media

About Axis Phones

The Social Media Team is responsible for overseeing the grievance redressal process for complaints and concerns received through social media channels, while managing the activities of the unit. The role ensures that all complaints and complainants are treated fairly, resolutions are provided within defined timelines and quality standards, and communication is clear and appropriate to all stakeholders.

About the Role
The role manages a team of service executives and coach to ensure total customer satisfaction on every interaction handled by the team and curb any escalations.
Key Responsibilities
.Managing a team of 15-20 Social Media Service Service Executives and 1 Customer Service Coach,
.Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,
.Managing key performance indicators for the team like TAT, Compliance, client experience metrics, quality, digital migration, etc.
.Lead the Social Media team in managing the Bank's brand image including servicing and handling complex complaints, ensuring fair treatment and adherence to escalation management processes.
.Guarantee compliance with the Banking Ombudsman Scheme and Internal Ombudsman guidelines as mandated by the regulator.
.Prepare and present periodic reports to management on complaint trends, regulatory observations, and highlight deficiencies, if any.
.Raise appropriate red flags to senior management when required.
.Ensure unbiased evaluation and referral of complaints (where resolution is partially or fully not in favor of the complainant) to the Internal Ombudsman.
.Conduct root cause analysis (RCA) for escalations to reduce recurrence and improve processes.
.Handling projects aligned to business requirements.
.Managing discipline on the production floor - minimal absenteeism, minimal shrinkage and leave management,
.Conducting appraisals as per company timelines and guidelines,
.Conducting team briefings,
.Interviewing client service executives and effectively onboarding them
Qualifications

.Graduate degree.
.Minimum 7 years of total work experience, including at least 5 years in banking across various units/businesses.
.Minimum 2 years of experience in managing complaints, grievance redressal, or escalation management at senior levels.

Role Proficiencies:
For successful execution of the job, a candidate should possess the following:

- Strong written communication skills,
- Analytical thinking,
- Coaching & mentoring skills,
- People management,
- Stakeholder management,
- Strong problem-solving skills,
- Detail orientation,
- Proficiency in MS Office,
- Excellent product and process knowledge