Social Media Analyst

Job description

Role Title: Social Media Analyst

Business: Marketing

New or Existing Role- New

Grade: GCB6

Role Purpose
· The role forms part of HSBC's Social Media Listening & Analytics team within Group Marketing, Customer Strategy & Insights, and will be based in Leeds, reporting to the Senior Social Media Analyst. Key responsibilities include:

Monitoring & Support

· Real time monitoring of social media ‘chatter' for HSBC and its subsidiaries including identification of security threats and reputational issues which could be brand damaging.
· Real time monitoring of social media ‘chatter' in Chinese (Simplified / Traditional) and English language and using translation utilities for all other languages.
· Monitor social media chatter for indications of potential issues with banking channels with appropriate escalation to IT Incident management team
· Real time branch feedback and e-mail alert set up and management
· Consultancy for response team where non-standard queries / customer interactions require engagement
· Global software support for Social Media Software (Sprinklr / Crimson Hexagon / Proof Point).

Analysis & Insights
· Using social analysis platforms to identify key data points, information and insights to support business decisions and help resolve challenges
· Creation of ad-hoc insight reports on broad and varied topics to support global business area
· Creation of dashboards and alerts to help provide social data to internal teams and business areas

Key Accountabilities

Impact on Business

· Monitor all Social Media platforms in order to pro-actively identify any potential brand reputational risks. Ensure that any potential issues are appropriately escalated, prioritised and communicated.
· Monitor all Social Media platforms in order to pro-actively identify any IT Service Incidents through customer ‘chatter', for example those affecting Internet Banking, ATM's, Mobiles Apps, Point of Sale..
· Monitor all Social Media platforms in order to pro-actively identify any discussion from Activists' regarding Cyber or Physical attacks against HSBC and its subsidiaries brands.
· Provide global social media software support and consultancy for Sprinklr, ensuring that any issues are fixed, implemented and communicated satisfactorily.
· Provide regular Social Media Analysis and Insights

Customers / Stakeholders

· Liaison with global Customer Service teams to ensure their needs are fully understood and met when setting up Social Media accounts and Sprinklr
· Maintain effective working relationships with wider stakeholders in the Global Businesses, Global Functions and HTS.
· Build effective relationships with the Global Communications Corporate Media team
· Provide Social Media Analytics and Management Reporting of Social Media account performance to the global Customer Service teams.
· Build and nurture excellent working relationships with other team members both internal and external to own team


Leadership & Teamwork

· Effective collaboration with other members of the Social Media Listening & Analytics team.
· Review existing practices within the team and identify opportunities to improve the team's effectiveness and efficiency.
· Collaborative working with business partners across all Global Functions.
· Provide support to less experienced team members.


Operational Effectiveness & Control

· Ensure compliance with Social Media Listening & Analytics processes, methods, approved tools and propose improvements / changes as required.
· Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars) and external regulatory requirements, including the management of operational risk and adherence to the Group's standards of ethical behaviour.
· Adhere to and be able to demonstrate adherence to internal controls.
· Implement the Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department.

Desired profile

Qualifications :

We are a diverse workforce and it is part of our organizational culture, it reflects our belief that diversity of thought, background and perspective make HSBC a stronger organization. We strive to implement a culture that is inclusive, diverse, positive and performance-oriented. Having a diverse workforce allows us to benefit from a variety of perspectives and strengthens our local and global competitiveness. We value diversity in our workforce and encourage all qualified candidates to apply from a variety of perspectives and strengthens our local and global competitiveness. We value diversity in our workforce and encourage all qualified candidates to apply.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

https://www.hsbc.co.uk/1/2/popups/uk-privacy-statement#/ overview