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

Mashreq
Karnataka
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Leadership","Team management","Communication","Interpersonal skills","Analytical mindset"]

Lead and manage a team of social care professionals to deliver high-quality customer interactions. Monitor social media and online forums to identify feedback, trends, and issues, then drive strategies that resolve queries and complaints. Collaborate with marketing, operations, and product to align social care efforts with business goals while ensuring regulatory compliance and maintaining a strong online reputation. Oversee training programs and performance evaluations to improve customer experience across markets.

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FursaFursa
Mashreq
Mashreq
3 days ago

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

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead and manage a team of social care professionals to deliver high-quality customer interactions. Monitor social media and online forums to identify feedback, trends, and issues, then drive strategies that resolve queries and complaints. Collaborate with marketing, operations, and product to align social care efforts with business goals while ensuring regulatory compliance and maintaining a strong online reputation. Oversee training programs and performance evaluations to improve customer experience across markets.
Location: Karnataka
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a team of social care professionals, providing guidance 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 effectively resolve queries and complaints.
  • •Collaborate with cross-functional teams to align social care efforts with overall business goals and maintain regulatory compliance.
  • •Conduct performance evaluations and oversee social care training programs to build team capability and continuous improvement.

Key Requirements

  • •Bachelor’s degree in a relevant field such as Business Administration, Marketing, or Communications.
  • •Minimum of 4 years of experience in social care with a proven track record in a reputed bank or financial institution.
  • •Expertise in online reputation management and social media monitoring tools.
  • •Strong leadership and team management skills to motivate and inspire a diverse team.
  • •Excellent communication and interpersonal skills, with an analytical mindset for data-driven decisions.
Experience:4+ yearsBankingFinancial servicesCustomer experienceOnline reputation management
Education:Bachelor's in Business Administration, Marketing, or Communications (relevant field)
Skills:LeadershipTeam managementCommunicationInterpersonal skillsAnalytical mindset
Languages:US
Tech Stack:Social media monitoring toolsOnline reputation managementSocial media management platformsAnalytics tools

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
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