Summary:
This role acts as the operational heartbeat of the change function and plays a key role in lifting delivery quality, creating standardization, and mentoring other members in the Change Deployment Team. The individual also partners with Business, Operations, Risk, Compliance, and Technology teams to assess the risk of the change across people, process, system, data and ensure that appropriate risk mitigation plans are executed prior to technology go-lives. The individual understands the stakeholders needs and ensures that the initiatives are delivering maximum value for the Markets business and its clients while adhering to good change governance and best practices.
Responsibilities:
- Change Delivery & Governance:
- Coordinate and track change initiatives across systems.
- Maintain a master change calendar (releases, training, comms, governance submissions).
- Support execution of CCIA/governance processes in collaboration with offshore team members.
- Monitor adoption, readiness, and post-implementation user feedback.
- Collaborate with cross-functional teams to assess and articulate impacts between current and target county.
- Identify change management needs across impacted business units and potential risks.
- Develop and manage response plans to identified business impacts, ensuring they are adequately addressed through appropriate means (design uplifts, training, communications, engagement, business readiness activities, etc.).
- Training & Communications:
- Stakeholder identification, assessment, and engagement across locations and functions (front office, operations, risk, compliance).
- Create dynamic and compelling visual graphics.
- Deliver training to equip employees across impacted stakeholder groups with the necessary skills and knowledge to navigate changes seamlessly, reducing obstacles resulting in change resistance.
- Develop and quality check training decks, comms packs, and stakeholder briefings.
- Conduct training planning, needs assessment, and content preparation.
- Collaborate with system SMEs to ensure consistency and impact.
- Operational Readiness:
- Coordinate User Access Management.
- Coordinate User Acceptance Testing.
- Ensure compliance with country requirements.
- Offshore Team Oversight:
- Day-to-day coordination with offshore change managers, ensuring timely and quality deliverables.
- Mentor high-potential offshore talent and support upskilling where needed.
- Escalate performance issues and help implement transition plans for underperforming resources.
- Standardisation & Process Improvement:
- Identify opportunities to centralize or harmonize change practices across systems.
- Create and maintain shared templates, trackers, and SOPs (e.g., for training, comms, CCIA).
- Champion change maturity and cross-system knowledge sharing.
- Regulatory & Business Conduct:
- Display exemplary conduct and live by the Group&rsquos Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Company.
- Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.
Requirements:
- University degree.
- 5 years’ experience as a change manager, ideally in Corporate and investment banking division.
- Understanding of wholesale/corporate banking products, processes, and an appreciation of the role of frontline and their needs would be valuable.
- Prior experience with managing change with Frontline Sales related platforms is preferred.
Required Skills:
- Strong experience with coordinating large-scale user testing and product delivery.
- Exceptional communication skills, along with strong stakeholder management ability in handling wide-ranging and senior stakeholders (across segments/product areas).
- Experience in the analysis and understanding of business processes in order to develop a change plan.
- Proven ability to perform under a high-pressure and dynamic environment.
- Good knowledge of Projects, SDLC, and Agile methodology.
- General knowledge of Operational Risk & governance.
- Expertise in Microsoft Office (Excel, PowerPoint, Word).
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