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 digital channels 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 transformation change 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 new operational process, procedure and system to prepare for change

Capability building
- Conduct training need analysis (TNAs) and provide input và document requirements to training/capability building team
- Cooperate with training team to develop and implement training, capacity building and other transformation support programs.
- Frequently assess the readiness of the people and organisation, identify improvement areas and propose prompt solutions.
- Develop and run change agent/ change ambassador/ change champion networks