Expert, Change Management (40000684)

• 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

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.

Head, HR System Administration

None

Teams within the HR Division and relevant departments in the Bank.

Partners providing professional services

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.