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Expert, Change Management

4 months ago

Hanoi, Vietnam Techcombank Full time

21 Mar 2024**Expert, Change Management (40000684)**:

- 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 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.

**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 easy-to-understand 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.