The Change Manager will work with Commercial Banking stakeholders to support the rollout of change by ensuring that training materials, communications, and resource support materials meet the business’s needs and that rollouts are integrated and properly sequenced in order to ensure a seamless customer experience.  This role will also assist with the tracking of post-implementation impact of initiatives to ensure they achieve the desired strategic objectives.

Key Accountabilities include:

Change Impact Assessment

• Act as change agent liaison aligned with the client facing internal workforce teams to facilitate and evaluate impact of Commercial banking initiatives, define optimal change deliverable tactics and facilitate the acceptance of initiatives through effective change management practices
• Provide thought leadership through assessment of future initiative roadmaps to identify earlier awareness of impacts and opportunities to ensure successful implementation of change
• Help identify resourcing impacts and anticipated points of resistance, and create plan to mitigate challenges
• Collaborate and partner with internal client facing teams to effectively convey the scope of the change and thoroughly understand and assess the impact the change will have on the people, processes, and technology as well as identify any associated risks of the change

Collaborate with initiative owners & partner teams to develop & implement change strategy

• Partner with stakeholders and support teams to provide input into change deliverable tasks and to assist with execution of required deliverables
• Support the development of change materials, including FAQs, job aids, process flows, and procedures to successfully meet the team’s training needs both during the rollout of new initiatives as well as post-implementation and that updated versions are available in a centralized library easily accessible to the team
• Ensure that business as usual is maintained during the transition and the changes are effectively integrated into the business
• Represent client facing internal workforce teams on project team status and change meetings as well as part of monthly initiative review meetings
• Represent the interests of the client facing internal workforce teams when working with technical resources on major improvements
• Develop effective relationships with Product, Sales, and other partners to support effective execution of strategic initiatives

Continuous improvement & efficiency opportunities

• Identify gaps in processes, infrastructure, and controls and recommend changes to close gaps or harmonize processes    
• Identify continuous improvement opportunities to the overall Commercial Banking Change Management practice to reflect lessons learned that provides for an improved change process for our client facing internal workforce teams

Qualifications:

• Typically 7+ years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience.
• Project management experience – 6 to 8 years.
• PROSCI certification.
• Judgement skills – In-depth.
• Learning agility – In-depth.
• Stakeholder management – Expert.
• Able to navigates challenging situations effectively.
• Able to apply change management methodologies or approaches.
• Able to manage change risks, including project interdependencies.
• Able to resolve issues effectively.
• Seasoned professional with a combination of education, experience and industry knowledge.
• Verbal & written communication skills - In-depth / Expert.
• Analytical and problem solving skills - In-depth / Expert.
• Influence skills - In-depth / Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
• Able to manage ambiguity.
• Data driven decision making - In-depth / Expert.