Arvind Nair

Community communications and social media operations manager with 11+ years' experience across digital banking and financial services. Proven track record leading high-performing teams, improving SLA delivery, optimising customer journeys, and protecting brand reputation during live incidents. Skilled in stakeholder management, operational reporting, complaint resolution, vulnerable customer support, and tone-of-voice strategy.

Strong analytical and communication skills with experience collaborating across Operations, Risk, Fraud, AML, Marketing, Product, and Executive Leadership teams.

Social Media Team Lead - STARLING BANK - London, UK

(2019-03 - 2026-03)

• Led a team of 10 social media specialists, overseeing customer support operations across live chat, phone, email, and social platforms.
• Partnered with Marketing, Product, Risk, Fraud, Operations and external partners Sprout Social, Sprinklr and Trustpilot maintaining Ops and regulatory compliance.
• Managed escalations involving complaints, AML/fraud concerns, vulnerable customers, account restrictions, onboarding issues, and live incident response.
• Delivered SLA and customer satisfaction analysis for senior leadership, using performance insights to improve first-contact resolution and operational delivery.
• Conducted quality assurance, 1:1 coaching, KPI monitoring, and performance development to improve individual and team effectiveness.
• Supported resource planning and intraday operational reporting, contributing to board-level performance updates.
• Helped streamline customer journeys and improve operational efficiency through the use of in-house AI tools and process optimisation.
• Protected brand reputation during service incidents by coordinating rapid-response communications and escalation management.

Social Media Specialist - METRO BANK - London, UK

(2014-05 - 2019-02)

• Managed social media communications across Twitter, Instagram, and LinkedIn within the PR & Communications team.
• Developed customer communications, tone-of-voice standards, and content calendars to support brand consistency and customer engagement.
• Delivered social media communications training to management teams.
• Worked closely with Continuous Improvement, Risk, Fraud, and AML teams to escalate incidents, identify trends, and support fraud-prevention communications.
• Produced analytics reports and customer insight summaries for Executive Leadership to support operational and reputational decision-making.
• Supported onboarding and development of new colleagues through coaching and performance management.

Volunteer - SAMARITANS - London, UK

(2013-09 - 2016-11)

• Provided emotional support to vulnerable callers experiencing loneliness, emotional distress, and crisis situations.
• Demonstrated strong listening, empathy, and communication skills while supporting people from all walks of life.
• Maintained a calm, professional, and non-judgemental approach in highly sensitive conversations.

BA - Journalism - BRUNEL UNIVERSITY (2008 - 2011)