MCB is continuously strengthening its focus on delivering a seamless and world class customer experience (CX) across all touchpoints. As part of this customer centric ambition, we are recruiting within MCB’s Digital Business Unit for the Change Management Office (CMO), which is responsible for operationalising change initiatives across the MCB Group and ensuring successful adoption of CX driven transformations.
Job vacancy: Change Specialist
As Change Specialist you will ensure that the customer journeys and/or projects across the Group are fully understood (through training and support) and adopted by impacted stakeholders and that the objectives and subsequent Return on Investment are achieved.
In this role, you will:
- Fully understand the change and identify impacts of the change on all relevant stakeholders through a detailed change impact assessment; Determine risks and readiness for change;
- Design and execute change management plans to keep all stakeholders informed and engaged throughout the change process to ensure smooth implementation and sustainable adoption of the change;
- Build on learnings from past implementations to advise and support teams prior and during implementation phase to ensure adoption of product and process changes;
- Co-create and deliver training to equip the impacted actors with the right skills and knowledge and ensure team readiness to handle the change;
- Act as a point of contact between the development/project team and the end-users to collect or escalate feedback/issues during and after launches;
- Trouble shoot issues and provide support to end-users on the systems and/or projects being implemented as part of Post Go Live support;
- Consolidate feedback from users and report summarized highlights to the development/project team to improve their journey;
- Identify key stakeholders and map their influence and interest, as part of Stakeholder Management approach;
- Assist the Change Lead in developing a communication strategy and plan tailored to different audiences;
- Share progress, KPIs and success stories following each product roll-out to concerned stakeholders;
- Track and analyse available stats in view of implementing initiatives to ensure that objectives of journeys (adoption, faster turnaround time, increased business etc.) are met and take corrective actions if needed;
- Develop change resistance plan where required;
- Gather feedback to refine change processes, conduct post-implementation reviews and fill in the lessons learned;
- Integrate findings into future change initiatives;
- Share Knowledge within Team including any ad-hoc knowledge sharing as part of a project / transformation;
- Develop tailored engagement strategies for each stakeholder group, ensuring their concerns, needs, and expectations are addressed;
- Act as a trusted advisor on change initiatives, offering insights and guidance based on project scope;
- Conduct a post-implementation assessment to measure the success and effectiveness of the change management plan;
- Use data and feedback to improve change management processes and ensure continuous enhancement of transformation efforts;
- Collaborate with the Change Lead for portfolio planning and governance by identifying interdependencies, collisions, risks and opportunities for synergies across change initiatives.
To succeed, you will be required to demonstrate the following competencies:
- Good analytical skills;
- Excellent communication and interpersonal skills;
- Good Presentation skills and ability to convey complex concepts in a simplified manner;
- Ability to handle disruptions while giving training and overcome group resistance;
- Fast learner to be able to quickly grasp new concepts/processes outside his/her expertise competencies.
We are looking for candidates who have
- A degree in management, human resources, psychology or communication;
- Minimum of 5-6 years’ work experience in business lines;
- Good knowledge of banking products, services and operations would be an advantage;
- Prior project management experience would be an advantage;
- Skilled at producing digital content (including videos) to support change initiatives would be an advantage.
A combination of both qualification & experience will be considered.
Should this opportunity match your career aspirations, skills and competencies, click on ‘Apply’ to complete your online application.
Please ensure all required information is accurately entered in relevant sections. Any incomplete application will not be considered. Kindly attach a complete CV when applying.
As part of the recruitment process, candidates will be required to provide a valid Certificate of Character of less than 3 months and two professional references.
The Management reserves the right not to appoint anyone following this advert.