Senior Change Management Coordinator - Dividend

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Position not available for immigration sponsorship.

GENERAL FUNCTION: Partner with leadership to identify and implement opportunities to improve the customer and employee experience. Create change management and communication strategies to prepare employees for that change and collaborate with leadership and business partners to ensure key stakeholders are apprised of the change to be implemented. Leverage data and employee/customer feedback to monitor the effectiveness of the changes in strategy and/or processes. Ensure optimal delivery of training as needs are identified, enhancing the competencies of individual employees.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Identify potential issues and make recommendations to execute solutions to mitigate risk (verification, procedural errors, reputational risk, fraud, etc.).

• Review complaints by capturing and analyzing data to highlight findings and trends with key stakeholders.

• Identify, plan, and implement organizational process improvements to reduce costs, defects/errors, rework, etc.

• Create actionable deliverables for the three-phase change management process: Preparing for Change, Managing Change and Reinforcing Change.

• Actively participate in process improvement initiatives to create and deliver new procedures to Department.

• Champion change management exercises and oversee any new training related to changes to the system, process, and policy/procedures. Ensure training environment is tailored to stimulate learning and skill development.

• As needs are identified through the change management process, ensure consistent execution. Report on effectiveness of education and overall results to senior leadership, coaching to address identified performance concerns or opportunities. Ensure training schedule supports business needs with ability to adapt to changing environment.

• Serve as a subject matter expert across the department, staying current with changes and new regulations, guidelines and investor standards.

• Solicit feedback and partner with key stakeholders and subject matter experts throughout the Bank.

• Lead and direct the analysis of policies and procedures, including scoring systems, strategic priorities, team impacts, current regulatory focuses, previous examination findings, and input from content management, legal, compliance and business controls.

• Develop and maintain relationships between internal partners and associated line of business leaders to ensure the implementation of change across the department and related Lines of business. Actively promote a solution-oriented environment.

• May participate in value stream initiatives with product owners.

• May manage the day-to-day workflow of employees.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS, & ABILITIES REQUIRED:

• Bachelor’s degree (or equivalent work experience). Degree in Business Management, Human Resources, Organizational Development, Industrial/Organizational Psychology, or related field is preferred.

• 3-5 years of  experience in Learning & Development, Education, Customer Service, Complaint Resolution, Collections, or related function.

• Two+ years change management experience.

• Understanding of change management principles and methodologies like ADKAR and PROSCI, to provide a structured approach to change.

• Understanding of Lean Six Sigma principles; Lean Six Sigma Green Belt certification preferred.

• Experience in the banking industry strongly preferred.

• Demonstrated ability to identify process improvement opportunities.

• Demonstrated strong oral, interpersonal, and written communication skills, including editing and proofreading and presentation skills.

• Solid understanding and proven application of adult learning principals.

• Ability to translate comp