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Head of Secure Messaging

90158284

Barclays Retail

As a Barclays Head of Secure Messaging, you will be leading on the evolution of the existing messaging capabilities across social media, secure message centre, webchat and secure mobile webchat. You will also develop the plan to reduce traffic from the traditional contact routes such as through branches and telephony, developing the business to meet the rapidly growing customer expectations of these instant, on- demand channels.

Head of Secure Messaging
 
About us
Barclays Bank brings together Retail and Business Banking, Corporate Banking and Wealth & Investment Management, with a focus on creating seamless experiences for all customers and clients, whatever stage of their lives or growth. From those opening their first student account to high net worth individuals, entrepreneurs to multinational corporations, Barclays is uniquely placed to provide an integrated service. By harnessing our collective assets and products, we’re also better positioned for growth within the markets in which we operate, giving us an opportunity to deliver more for customers and clients. 
 
As a Head of Secure Messaging, your main responsibilities will involve: 
• Supporting the Omni Channel Director in developing capability and knowledge regarding, customer behavioural insights, adoption and usage
• Responsibility for the development of the complete messaging strategy and execution of performance delivery that delivers income generation, value creation and reduced digital failure demand
• Leading, directing and implementing a strategy to ensure full delivery of the commercial and quality plan prioritising resources to deliver a reactive, pro-active and predictive messaging experience
• Managing Senior Stakeholder engagement across the department
• Co-ordinating the tracking of key initiatives, ensuring that each activity is tracked and delivery goals maintained
 
As a Head of Secure Messaging, your skills and qualifications will include:
• Significant contact centre operational leadership experience
• Previous experience leading a team in a complex organisation, across servicing methodologies
• Extensive knowledge of communication centre processes and systems, and their impact on the customer and colleague experience
• The ability to develop interfaces and manage relationships with key internal and external stakeholders at Senior Manager level
• A proven, extensive track record of strong commercial and financial acumen to enable the production of business cases and management of large operational budgets
• Clear understanding of Contact Centre Technology, including Omni channels (social media, web chat, video etc.) call routing, voice biometrics and speech technology, IVR (interactive voice response)
 
The Benefits:   
Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.
 
Our Culture:
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
 
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.
 
Diversity:
At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.
 
We will consider applications from job share applicants
 
We encourage applicants to apply as early as possible in the recruitment period. Barclays recruitment periods can and may vary. We reserve the right to remove this advert during the recruitment process.

Salary:
TBC
Competitive plus Excellent Benefits
Position:
Permanent
Closing Date:
16th February 2018

Barclays Retail

5 Admiral Way, Tyne House, Doxford International Business Park
Sunderland
SR3 3XW
T: 0845 3000 689
W: http://jobs.barclays.co.uk/our-roles/personal-banking/contact-centre-jobs-in-sunderland/

Contact

Barclays Recruitment Team
5 Admiral Way, Tyne House, Doxford International Business Park
Sunderland
SR3 3XW
T: 0845 3000 689
E: resourcinghelpdesk@barclays.com
W: http://jobs.barclays.co.uk/our-roles/personal-banking/contact-centre-jobs-in-sunderland/

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