Expert, Change Management

Job Purpose:
- The job holder coordinates and implement change management activities (assessing change impact,engaging stakeholders, developing and implementing communications plan, tracking progress and reportingperformance results).
- The job holder manages communication activities, user support, content development on digital channels andsupports users on the implementation of change.

Key Accountabilities:
Change Management Implementation
- Identification of all potential change initiatives and prioritisation of those initiatives against pre-agreed criteria,and mapping of each initiative onto the organisations change plan
- Planning and monitoring of the organisation’s change plan
- Conduct change impact assessment, detailing current và future state: business vision và strategy, Technologyvà system, Organizational và Roles, Process và Procedure, People và Metrics, Customer experiences,evaluate the scope of impact on related internal and external stakeholders (customers, partners, business units,staff…)
- Conduct stakeholder mapping: identify key stakeholders (both internal and external), assess the changereadiness of people and organization,
- Identification of the benefits associated with each change initiative, when they are likely to be realized andhow these benefits are to be measured
- Identification of all risks relating to change, creation and resourcing of risk mitigation actions and maintenanceof the Risk Register
- Consult/ 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 changeimplementation activities.
- Support design, planning, pilot preparation and implementation of initiatives.
- Prepare reports for discussions and updates on transformation initiatives.

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 developuseful, usable content including instructional text, error and confirmation messages.
- Translate complex concepts into easy-to-understand interactive experiences to support online users tocomplete 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 tousers.
- Set up the coordination mechanism between different units/stakeholder, facilitate the setting of newoperational process, procedure and system to prepare for change

Capability building
- Conduct training need analysis (TNAs) and provide input và document requirements to training/capabilitybuilding team;
- Cooperate with training team to develop and implement training, capacity building and other transformationsupport programs.
- Frequently assess the readiness of the people and organisation, identify improvement areas and proposeprompt solutions.
- Develop and run change agent/ change ambassador/ change champion networks
- Provide change management consultancy services to initiatives/ business units