The Change Specialist will be responsible for managing and implementing change management activities for our platform revamp project. This role involves managing internal change management end to end, in addition to support to customer communications team . This includes employee communications, agency communications, and other change management initiatives. The ideal candidate will have a proven track record in change management and be able to drive successful change initiatives within the organization.
JOB DESCRIPTION:
- Develop and implement change management activities to ensure successful adoption of the platform implementation-related changes.
- Manage project-related internal communications, ensuring clear and effective messaging throughout the change process.
- Coordinate with the Agency comms team to align communication strategies and ensure consistency across.
- Identify the need and roll out internal change management activities, including training, support, and other stakeholder engagements.
- Identify potential risks and develop mitigation plans to address any challenges that may arise during the change process.
- Monitor and evaluate the impact of changes, making adjustments as necessary to ensure successful outcomes.
- Collaborate with project teams, stakeholders, and senior management to ensure alignment and support for change initiatives.
- Work with relevant teams to drive changes to the website, letters, documents, chatbot, and other customer-facing platforms to ensure a seamless customer experience during the transition.
- Manage the impact of change on internal stakeholders, including prioritizing business-as-usual (BAU) activities, Product, Operations, while ensuring compliance with service level agreements (SLA).
- Manage disaster recovery (DR) and business continuity planning (BCP) to ensure preparedness and resilience during changes.
WHO WE ARE LOOKING FOR:
Competencies & Personal Traits
Qualifications (minimum education level or/and professional qualification):
- Bachelor's degree in Business Administration, Management, or a related field.
- Certification in change management (e.g., Prosci, ACMP) is preferred.
Work Experiences:
- Minimum of 5 years of experience in change management, with a proven track record of successful change initiatives the financial services industry or a similar regulated environment
- Experience in developing and delivering training programs and support materials.
- Preferably operations background and experience in driving tech changes within an organization.
Personality Traits:
- Strong communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
- Excellent project management skills, with the ability to manage multiple priorities and deadlines.
- Strong analytical and problem-solving skills, with the ability to identify and address potential challenges.
- Ability to work independently and as part of a team.
- Strong attention to detail and organizational skills.
