Expert, Change Management

1 week ago


Hanoi, Hanoi, Vietnam Techcombank Full time

21 Mar 2024
Expert, Change Management :


  • Category: Corporate Strategy & Transformation
  • Job Type:
  • Facility: Strategy & Corporate Development
    Job Purpose:
  • The job holder supports change management activities (assessing change impact, defining performance's indicators, engaging stakeholders, developing communications plan, survey, 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/adoption.
  • The job holder supports the implementation organization of the Bank's culture and core values programs for the Human Resource Division

Key Accountabilities (1):

A. Change Management Support

  • Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).
  • Developed 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.
  • Prepare requirement specifications from customer journeys and define needs

Key Accountabilities (2):

B. 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 easytounderstand 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.

Key Accountabilities (3):

Key Relationships - Direct Manager:

Head, HR System Administration

Key Relationships - Direct Reports:

None

Key Relationships - Internal Stakeholders:

Teams within the HR Division and relevant departments in the Bank.

Key Relationships - External Stakeholders:

Partners providing professional services

Success Profile - Qualification and Experiences:

Domain Expertise

  • More than 07 years of experience in the same field.
  • Demonstrated experience supporting change management strategies and plans
  • Superior writing, editing, and proofreading skills in English and Vietnamese languages
  • 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
  • Demonstrated experience translating complex concepts into easytounderstand interactive experiences to support online users
  • Knowledgeable on digital technology

Qualifications:

  • Bachelor's degree in Communication, Technology
  • Professional change certification in PROSCI / ADKAR will be advantageous
  • English proficiency requirements are pursuant to Techcombank's policy.


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