Senior Officer, HR Systems Management

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

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.

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.

Qualification and Experiences

Domain Expertise

• More than 03 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.