Social Media Monitoring and Governance Analyst, 12 Months Fixed Term Contract - Global Functions

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If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Global Communications, designs and implements communications strategies which support HSBC’s business objectives, in line with our values, and enhance and protect our reputation among key stakeholders.

We are currently seeking a high calibre professional to join our team as a Social Media Monitoring and Governance Analyst, 12 Months Fixed Term Contract.

Principal Responsibilities

Role purpose (overall high-level summary of the role)

The role forms part of HSBC’s Social Media Insights and Governance Team with Global Communications and Brand will be based in Hong Kong, reporting to the Social Media Insights and Governance Manager

Key responsibility 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 and responsible for internal stakeholder communication of potential physical and reputational security risk for HSBC group, including e-mail alert management globally
• Responsible for incident management for HSBC group where there is a social media impact. 24/7 monitoring for social media chatter for indications of potential reputational issues across social media platforms
• Global software support for Social Media tools and internal platforms (Sprinklr / ZeroFox/JIRA / Confluence)
• Training internal employees and external agencies when on-boarding them onto social media software tools

Analysis & Insights

• Using social analysis platforms to identify key data points, trends, information and insights to support business decisions and drive positive change
• Supporting insight briefs across all business lines where supplementary social media data adds value. Utilize specialized knowledge to provide data driven recommendations
• Creation of reporting and real time listening dashboards and/or alerts for internal and external stakeholders

Social Media Governance

• Provide support to marketing and communications in the creation of new social media accounts and ensuring policies and procedures are followed thoroughly
• Responsible for governance and protection across HSBC including password manager, 2FA configuration and native access controls
• Implement measurable global social media controls of Social Media across the businesses and functions
• Provide global social media software Support and consultancy for social media governance software

Accountabilities for business, customers and stakeholders

• Monitor all Social Media platforms to pre-actively identify any potential brand reputational risks. Ensure that any potential issues are appropriately escalated, prioritized and communicated
• Real time monitoring of social media mentions for HSBC and its subsidiaries to identity security threats and reputational issues through the use of social media analysis platforms
• Identifying key data points, analysing data and producing insights through social media data to support business decisions and resolve challenges
• Creation of dashboards, monitoring updates and produce insight reports fro internal stakeholders’ communication
• Supporting the strategic alignment and creation of new social media accounts for HSBC, ensuring policies and procedures are followed by all parties
• Global social media network Support and liaising with social media platforms/ vendors when needed

Leadership and teamwork

• Strong team player with ability to deliver through others
• Review existing practices within the team and identify opportunities to improve the team’s overall effectiveness and efficiency
• Collaborative working with business partners across all businesses and functions