CRM Communication, Training & Adoption Analyst

Job Description

*About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.The Role ResponsibilitiesThe Business Development (BD) unit, which sits within the Commercial, Corporate and Institutional Banking (CCIB) division, is looking to hire a communication, training and adoption (CTA) 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 CTA 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 to develop and execute on the plans required to support the change and commercialise the changes successfully.Key responsibilities:

• Develop, own and execute the change plan for the program, ensuring all stakeholders are bought into the plan.
• Work with product owners to define success criteria and measurable key metrics for each rollout phase.
• Define and manage 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
• Be on top of the delivery roadmap for new feature releases to ensure the change plan is kept up to date at all times, and to execute the change plan accordingly.
• Partnering with relevant project team members, lead training needs analysis and definition of the detail
• Own and manage commercialisation activities across the program.
• Actively track key metrics and support product owner to ensure user adoption targets are met.
• Produce regular reports to notify stakeholders on gap to targets for user adoption, post rollout of each phase, and key upcoming activities to address gap concerns.
• Support Product owners in facilitating the end user panel sessions when required.

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.
• 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

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
training needs analysiscustomer relationship managementkey metricsoperational riskinfluence otherschange managementcorporate bankingmanagement skillssolution deliveryinvestment bankingsalesmarketing