Job Purpose
- The job holder supports change management activities (assessing change impact, engaging stakeholders, developing and implementing communications plan, tracking progress and reporting performance results).
- The job holder supports the team with communication activities, user support, content development on digital channels and supports users on the implementation of change.
Key Accountabilities (1)
Change Management Support
- Support with change impact assessment and stakeholder analysis (for internal and external stakeholders).
- Consolidate risks and issues for proactive issue resolution.
- Develop communication plans and track progress.
- Consolidate data and prepare reports on performance results / efficiency of communication and transformation change implementation activities.
- Support the design, planning, pilot preparation and implementation of initiatives.
- Prepare reports for discussions and updates on transformation initiatives.
Key Accountabilities (2)
User Support và Communication Collaterals
- Develop and manage user manuals / guidelines, materials, customer support scripts.
- Create, edit and manage content for communication campaigns.
- Actively research, collect information, update new market trends to develop new content strategy.
- Conduct surveys, collect, manage customer feedback, propose solutions to provide improved support to users.
- Support to set up the coordination mechanism between different units/stakeholder, facilitate the setting of new operational process, procedure and system to prepare for change
Key Accountabilities (3)
Capability building
- Conduct training need analysis (TNAs) and provide input và document requirements to training/capability building team;
- Cooperate with training team to develop and implement training, capacity building and other transformation support programs.
- Frequently assess the readiness of the people and organisation, identify improvement areas and propose prompt solutions.
- Develop and run change agent/ change ambassador/ change champion networks
Key Relationships - Direct Manager
Expert, Change Management
Key Relationships - Direct Reports
Assigned team members
Key Relationships - Internal Stakeholders
Teams within the Transformation Office and relevant departments in the Bank.
Key Relationships - External Stakeholders
Partners providing professional services
Success Profile - Qualification and Experiences
Domain Expertise
- 05+ years of relevant experience in a financial, marketing agency, communications and public relations or technology organization
- Strong writing, editing, and proofreading skills in English and Vietnamese languages
- Experience in preparing for change execution
- Experience in supporting project management and organizational change projec
Agile / Digital Experience
- Knowledgeable on digital technology, digital banking, ecommerce and fin tech advancements
- Experience creating online/digital content within the interactive space
- Experience developing web/app content for financial services products
- Experience working in an Agile environment/team to support large scale transformation projects will be advantageous
Qualifications
- Bachelor's degree in Communications, Public Relations, Marketing, Journalism, Business Administration, Finance and Banking
- Professional change certification in PROSCI / ADKAR will be advantageous
