Senior Officer, Change Management

Job Purpose

- The job holder supports change management activities (assessing change impact, engaging stakeholders,developing and implementing communications plan, tracking progress and reporting performance results).

-The job holder supports the team with communication activities, user support, content development on digitalchannels and supports users on the implementation of change.

Key Accountabilities

Change Management Support

- Support with change impact assessment and stakeholder analysis (for internal and external stakeholders).

- Consolidate risks and issues for proactive issue resolution.

- Develop communication plans and track progress.

- Consolidate data and prepare reports on performance results / efficiency of communication and transformationchange implementation activities.

- Support the 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.

- 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.

- Support to 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

Domain Expertise

- 05+ years of relevant experience in a financial, marketing agency, communications and public relations ortechnology organization

- Strong writing, editing, and proofreading skills in English and Vietnamese languages

- Experience in preparing for change execution

- Experience in supporting project management and organizational change projec

Agile / Digital Experience

- Knowledgeable on digital technology, digital banking, ecommerce and fin tech advancements

- Experience creating online/digital content within the interactive space

- Experience developing web/app content for financial services products

- Experience working in an Agile environment/team to support large scale transformation projects will beadvantageous

Qualifications

- Bachelor's degree in Communications, Public Relations, Marketing, Journalism, Business Administration,Finance and Banking

- Professional change certification in PROSCI / ADKAR will be advantageous