Manager, Social Media (Mumbai, IN)

Standard Chartered

Location: Mumbai, Maharashtra, India
Job type: Full-time

Required skills

Social media management tools
Content calendar tools
Analytics platforms

About the role

Job Summary

• The Social Media Manager (Country – Corporate Affairs and Brand & Marketing) is responsible for developing, localising and executing the Bank’s social media strategy at country level to protect and enhance reputation, strengthen the brand and support country business objectives.
• The role uses storytelling and campaign-led content to:
• Communicate the Bank’s purpose, strategy and country narrative
• Support product and service launches for Wealth & Retail Banking (WRB) and Corporate & Investment Banking (CIB)
• Amplify Corporate Social Responsibility (CSR)/community programmes and HR/Brand initiatives
• Extend and amplify media/PR coverage and corporate announcements across digital channels
• The role works closely with WRB, CIB, CSR, HR and other country functions, ensuring content is aligned with country business priorities while complying with Group brand guidelines, the Bank’s social media standards, and all regulatory and conduct requirements. The Social Media Manager is also responsible for brand governance on social channels and for managing and escalating social media complaints in line with bank policies.

Key Responsibilities

Strategy
• Develop and execute a country social media strategy aligned with:
• Country and Group Corporate Affairs and Brand & Marketing strategy
• Country business priorities (WRB, CIB and other segments/functions)
• Country Corporate Affairs and CSR/community engagement plans
• Define the role of each social media platform and the key audiences to target (e.g. retail and corporate clients, prospects, media, regulators, communities, potential employees
• Localise Group content pillars and define country-specific storytelling themes covering:
• Country value proposition and market role
• WRB and CIB product/service narratives
• CSR, sustainability and community initiatives
• Employer brand, culture and HR programmes
• Local events, sponsorships and partnerships
• Maintain a country social media content calendar with clear visibility of:
• Product and service launches (WRB and CIB)
• Brand campaigns and seasonal initiatives
• CSR/ESG activities and community programmes
• HR/employer brand campaigns
• Media/PR moments (press releases, interviews, awards, leadership visibility)
• Work closely with Group and country Corporate Affairs and Brand & Marketing teams to align with Group-led campaigns, ensure consistency and maximise overall impact

Business
• Plan and execute end-to-end country social media campaigns to support:
• WRB and CIB product launches, promotions and thought leadership
• Brand and thematic campaigns (e.g. digital banking, sustainability, innovation)
• CSR/community engagement programmes and sponsorships
• HR/employer brand initiatives (talent attraction, culture stories)
• Build content plans to extend and amplify country media/PR activity* including:
• Press releases, events and media briefings
• Executive interviews and thought leadership pieces
• Country awards, rankings and recognition
• Provide social media input into WRB, CIB, CSR and HR campaign planning to ensure integrated communication and optimal use of digital channels
• Monitor competitor and market social media activity at country level and share insights and recommendations with relevant stakeholders
Processes
• Manage the end-to-end content process for country social media channels:
• Briefing (from WRB, CIB, CSR, HR and other functions)
• Storytelling and creative ideation
• Copywriting and adaptation of Group assets for local use
• Coordination with design and content production (internal or agencies)
• Internal approvals (including brand and compliance checks)
• Scheduling, publishing and real-time optimisation
• Ensure all social media activity adheres to the Bank’s social media standards, including:

• Applying these standards to content planning, creation, publishing and community management
• Using only bank-approved tools, workflows and channels for social activity
• Maintaining appropriate documentation to evidence adherence for audits and reviews
• Embed brand governance into the social media workflow to ensure:
• All assets comply with Group brand guidelines (visual identity, tone of voice, messaging)
• Local adaptations remain consistent with Group positioning and risk appetite
• Coordinate and manage access control for social media platforms and related portals/tools by:
• Ensuring only authorised internal users and approved social media agencies have access
• Setting appropriate user roles, permissions and approval workflows in line with Information Security and social media standards
• Conducting periodic reviews of access rights and revoking/amending access when staff, agencies, roles or scopes change
• Ensuring agencies operate strictly within agreed scopes, guardrails and brand/standards
• Keep an organised record of content calendars, approvals and key decisions for audit, governance and regulatory purposes.
People & Talent
• Collaborate closely with WRB, CIB, CSR, HR and other country functions to:
• Identify content opportunities and case studies for storytelling
• Ensure campaigns and initiatives are effectively represented on social media
• Provide guidance on what is suitable and compliant for social channels
• Partner with Corporate Affairs and Media Relations on messaging, especially for media/PR amplification and reputation topics.

• Provide basic social media and storytelling guidance to selected spokespeople and internal champions, in alignment with Corporate Affairs and HR (where relevant).
• Coordinate and manage external agencies (creative, digital, social media, PR, content production) where applicable, ensuring outputs meet brand, standards, conduct and quality expectations.
• Support a culture of collaboration, learning and continuous improvement across Corporate Affairs, Brand & Marketing and business teams in relation to social media
Governance & Risk Management
• Act as a custodian of the brand on social media at country level, ensuring all content and engagement:
• Adheres to Group and country brand guidelines
• Complies with the Bank’s social media standards
• Aligns with the Bank’s risk appetite and reputational standards
• Implement and follow robust country governance processes for:
• Content approval (including Legal/Compliance/Risk when required)
• Product and promotional content (WRB, CIB)
• CSR and HR content which may have reputational sensitivity
• Oversee governance of external agency access to the Bank’s social media platforms and tools by:
• Ensuring agency scopes of work explicitly reference confidentiality, data privacy and conduct expectations
• Verifying that agencies follow bank-approved processes for content approvals, publishing and community management
• Coordinating with Technology, Information Security, Procurement and Compliance n any changes to access, tools or third‑party usage

• Monitor country social channels for customer and public complaints, negative sentiment, or emerging issues and:
• Log and route complaints to relevant teams in line with complaints handling policy
• Coordinate with Customer Service/WRB/CIB/Compliance as required
• Escalate potential issues or crises to Corporate Affairs, Legal, Compliance, Risk and business stakeholders as per crisis/incident management protocols
• Ensure accurate documentation of complaint handling and escalation actions taken on social media, in line with regulatory and internal requirements.
• Periodically review social media activity, risks and incidents to propose improvements in processes, controls and standards.
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Ensure that social media content:
• Is fair, clear and not misleading
• Does not make unsubstantiated claims or misrepresent products/services
• Respects client confidentiality and information barriers
• Support internal awareness (where requested) on compliant use of social media by business and HR teams (e.g. what can and cannot be shared publicly).

Key stakeholders
Internal
• Internal (Country / Regional / Group)
• Country Head, Corporate Affairs and Brand & Marketing
• Country CEO Office (for leadership visibility and key announcements)
• WRB (Retail Banking) – Marketing (offline and Digital), Product, Customer Experience, Customer Service
• CIB – Client Coverage, Product teams
• CSR / Sustainability teams
• HR / Talent Acquisition teams
• Country and Regional Corporate Affairs & Media Relations
• Group Brand & Marketing and Group Digital/Social teams
• Legal, Compliance, Risk, Governance & Secretariat
• Technology / Information Security
• Procurement / Vendor Management (for agency engagement)
External
• Advertising / Media agencies
• Media editors and journalists
• Vendors and suppliers

• Non-Governmental Organisations
• Representatives in Central Government departments
• Develop profile with relevant professional PR bodies in key regions
• Business and Trade Associations, Think Tanks
• Community organizations and institutions
Other Responsibilities
• Embed Here for good and Group’s brand and values; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

Skills and Experience

• Adaptative & Strategic Planning
• Business Acumen
• Business Performance Management
• People Management
• Reputational Risk
• Brand Strategy & Management
• Client Experience, Behaviours & Preferences
• Crisis Management
• Data Analysis & Visualisation
• Emerging Technologies
• Impact Measurement
• Integrated Campaign Marketing
• Partnership Management
• Project Management
• Public Relations Management
• Strategic Communications
• Sustainability Reporting

Qualifications

Education
• Relevant tertiary qualifications, MBA, master’s degree in Marketing and/or Communication strategy (preferable). Demonstrated experience managing social media for a brand or organisation, preferably in banking, financial services or other regulated industries.
Languages
• English

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

About Standard Chartered

International group providing corporate, retail, and investment banking services.

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