Social Media Monitoring and Governance

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories.

We are currently seeking an experienced professional to join our team in the role of Social Media Monitoring and Governance.

The role forms part of HSBC's Global Social Media Insights and Governance team within Global Communications and will be based in Bangalore, India, reporting to the Head of Social Media Insights and Governance.

The role will oversee the day-to-day management of the India-based Social Media Insights and Governance Analysts and will be responsible for providing 24 hours a day, 7 days a week social media monitoring and business support for HSBC's use of social media in conjunction with the wider United Kingdom, Hong Kong and Shanghai teams, who also form part of the Global Social Media Insights and Governance team.

In this role, you will:

• Manage a team of analysts in India who provide 24 hours a day, 7 days a week social media monitoring, insights and business support across lines of business for HSBC and subsidiaries' use of social media.
• Deliver regular one-to-ones, feedback and development sessions, ensuring team members have the support needed to fulfil their responsibilities.
• Manage team administration, including holiday requests, absence management, quality checking and other housekeeping activities.
• Maintain and optimise the India shift pattern in alignment with the United Kingdom and Hong Kong teams, ensuring fair coverage and continuity of service.
• Build HSBC's social media insight capabilities by translating social data into increased value for internal stakeholders and business partners.
• Lead the team in supporting broader Communications teams with insight requests, reputational incident management and initiatives that help the business digitalise at scale.
• Support the management of social media enterprise tools, maximising capability, driving adoption and enabling effective use across the business.
• Identify and implement operational efficiencies, maintaining internal tools (such as Monday.com and Confluence) and ensuring mailboxes, service desk tickets and boards are monitored and adding value.

To be successful you will:

• Have extensive knowledge of social media enterprise and governance tools used across the Group, and stay current with relevant market developments and emerging tools.
• Bring experience with third-party software-as-a-service social media technologies (for example Brandwatch, Sprinklr, Zerofox and EveryoneSocial) or similar platforms.
• Demonstrate strong leadership skills, with the ability to motivate employees and deliver outcomes through others.
• Show proven project management experience, using appropriate tools and techniques to ensure consistent delivery.
• Be comfortable working with data, spotting trends and converting insights into clear, practical actions.
• Have the technical confidence to administer vendor platforms (including user management, feature updates and basic troubleshooting).
• Demonstrate strong stakeholder management skills, supporting colleagues across functions and geographies with clear, effective communication.
• Be able to prioritise competing demands, escalate risks or incidents promptly through appropriate channels, and maintain audit-ready documentation for controls and access reviews where required.