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14-Apr-2021

Change Manager - BBS3

Category:  Transformation Office
Job Type: 
Facility:  Change and Transformation

Objective

- The job holder supports change management activities (assessing change impact, engaging stakeholders, developing communications plan, tracking progress and reporting performance results).
- The job holder manages communication activities, user support, content development on digital channels and supports users on the implementation of change.
- The job holder supports the implementation organization of the Banks culture and core values programs for the Transformation Office.

Key accountabilities (1)

A. Change Management Support
- Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).
- Support the team in developing change management plans.
- Engage and support stakeholders through change implementation.
- Develop and implement communication plans and track progress.
- Evaluate and report on performance results / efficiency of communication and transformation change implementation activities.
- Support design, planning, pilot preparation and implementation of initiatives.
- Prepare reports for discussions and updates on transformation initiatives.
B. Training Needs Analysis
- Conduct training needs analysis and prepare requirement specifications from customer journeys.
- Inform Capability Development team on requirement specifications to develop and implement training requirements.
C. User Support và Communication Collaterals
- Develop and manage user manuals / guidelines, materials, customer support scripts.
- Partner with feature development teams to design and develop digital user experience, plan and develop useful, usable content including instructional text, error and confirmation messages.
- Translate complex concepts into easy-to-understand interactive experiences to support online users to complete interactions smoothly and effectively.
- Create and manage content on digital channels for new features.
- Create, edit and manage content for communication campaigns.
- Actively research, collect information, update new market trends to develop new content strategy.
- Conduct surveys, collect, manage customer feedback, propose solutions to provide improved support to users.
D. Culture Development
- Coordinate with others to implement the Banks culture strategy and programs to strengthen core values and associated behaviors for the Transformation Office.

Key accountabilities (2)

Key accountabilities (3)

Key Relationships - Line Manager

Direct: Change Management Lead

Key Relationships - Subordinate

Direct: None

Key Relationships - Internal relationship

Teams within the Transformation Office and relevant departments in the Bank.

Key Relationships - External relationship

Partners providing professional services

Success Profile - Qualification and Experiences

Bachelors degree in Communications, Public Relations, Marketing, Journalism, Business Administration, Finance and Banking
Professional change certification in PROSCI / ADKAR will be advantageous
6 to 8 years of relevant experience in a financial, marketing agency, communications and public relations or technology organization
English proficiency requirements are pursuant to Techcombanks policy.
Demonstrated experience supporting change management strategies and plans
Superior writing, editing, and proofreading skills in English and Vietnamese languages
Extensive experience planning for and developing useful and usable content
Experience supporting project management and organizational change projects
Demonstrated experience creating online/digital content and executing on content strategy within the interactive space
Demonstrated experience developing web/app content for financial services products
Demonstrated experience translating complex concepts into easy-to-understand interactive experiences to support online users
Knowledgeable on digital technology, digital banking, ecommerce and fintech advancements
Experience working in Agile teams to support digital transformation projects

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