CRM Change Manager

Job Description

The Business Development (BD) unit, which sits within the Commercial, Corporate and Institutional Banking (CCIB) division, is looking to hire a change manager to join a newly established program that has been set up to deliver the long term Customer relationship management (CRM) solution. The program looks to transform our sales & marketing approach, to unlock new revenue opportunities and to support our top-line growth ambition. The change manager will support multiple aspects of the program to ensure the proposed changes are clearly articulated to all key stakeholders internal and external to the program. This can include project, process and system related change. The individual will be expected to be able to assess the change management needs and support the communication, training and adoption (CTA) manager to develop and execute on the outlined change plan.Key responsibilities:

• Support CTA manager to develop and update the change plan throughout product development, ensuring all stakeholders are bought into the plan.
• Understand, analyse and determine communication channels, to ensure relevant stakeholders are correctly informed at each stage of the product development and rollout, and to be as minimally disruptive as possible.
• Manage the feedback mechanism and stakeholder engagement tracking and attend stakeholder sessions
• Have a good understanding of the release process, and support facilitation (and in some cases, execution) of any end user testing to ensure all business users are satisfied with the product features pre-launch, during pilot and global rollout.
• Partnering with relevant project team members, lead training needs analysis and definition of the detail
• Support commercialisation activities across the program.
• Produce regular reports to notify stakeholders on gap to targets for user adoption, post rollout of each phase, and assist CTA manager in identifying any mechanisms to address gap concerns.

Other Responsibilities

• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus
• Embed Here for good and Group s brand and values in daily duties in the CCIB BD team.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
• Continually strive to share key relevant knowledge and learnings with others across the team

Key StakeholdersInternal:

• Client Coverage Senior Bankers, GAMs, RAMs, FAMs & TB Sales
• FM Sales & GCM Bankers
• Country/Regional/Segment Client Coverage Business Managers
• CCIB BD CRM and Frontline Enablement Product Owners
• CCIB BD Process Owners and Process Owners delegates
• CCIB T & I Squad members
• CCIB BD MT (where relevant)

External:

• External vendors and suppliers, where relevant

Our Ideal Candidate

• 5+ years experience as a change manager, ideally in Corporate and investment banking division.
• Understanding of wholesale/ corporate banking products, processes and an appreciation of the role of frontline and their needs would be valuable
• Prior experience with managing change with a CRM platform is preferred , ideally experience in a vendor solution delivery, such as Salesforce or Microsoft Dynamics 365.
• Strong experience with co-ordinating large-scale user testing and product delivery.
• Exceptional communication skills, along with strong stakeholder management ability in handling wide ranging and senior stakeholders (across segments/product areas)
• Experience in the analysis and understanding of business processes in order to develop a change plan
• Proven ability to perform under a high pressure and dynamic environment
• Good knowledge of Projects, SDLC and Agile methodology
• Project and Programme Management skills to monitor specific projects and take ownership of issues and tasks
• General knowledge of Operational Risk & governance
• Expertise in Microsoft Office (Excel, PowerPoint, Word)
• Critical thinking and problem-solving experience
• Excellent written & oral communication skills
• Strong interpersonal and presentation skills
• Ability to work independently to tight deadlines
• Focused, organised and results-oriented
• Strong work ethic and willingness to learn
• Ability to build effective working relationships across all levels of a diverse, global organisation
• Exceptional collaboration skills, strong team player

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Keyskills :
change managementdocumentationmeeting facilitationadvisoryslatraining needs analysiscustomer relationship managementsalesmarketing