Job description
The Change Management Manager helps stakeholders embrace and adopt change at scale and at speed. The role holder will work enabling teams as well as in market stakeholders to ensure business readiness tasks are completed including change impact assessment, internal and external communications, training, pilots, migration, and implementation tasks. The role holder will ensure effective governance and work with risk stewards and in country regulatory teams. The Change Management Analyst will ensure effective go to market planning through to effective handover to market.
Accountable from initial engagement through to ongoing feature enablement providing change consultancy services to a market(s) and supporting all business readiness activity.
• Ensuring markets are fully prepared to undertake all business readiness activity associated with new features (including training, communications, operational impact assessment, procedures, release approach, migration planning etc.)
• Support for facilitating delivery of local training to markets (contact centre/network) to support releases.
• Management of staff and customer pilot activities to ensure that features are successfully rolled out to customers.
Requirements
· The role holder will be responsible for the proactive support transformation portfolio highlighting and taking action to mitigate risks and issues, ensuring deliveries are on time and to quality standards with minimal disruption.
· Experience of working directly with individual markets or a region to support local business readiness activity
· Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities and the ability to lead and influence.
· Excellent analytical, planning and governance skills.
· Strong commercial focus, ability to balance risks.
· Highly developed communication skills, both written and verbal, to explain complex or technical issues.
· Good understanding of project methodology, frameworks and best practice.
· Ability to take a portfolio view and effectively manage multiple market deliveries and releases whilst ensuring each project runs effectively.
· Leadership experience in customer-focussed organisations, project and change manage management.
· Respectful of different cultures, working with colleagues from across all five regions (North America, LATAM, Middle East, Asia Pacific and Europe).
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.