Client Lifecycle Management Change Manager

Client Lifecycle Management Change Manager Responsibilities

• Develop and deliver key business change activities such as: impact assessment, risk mitigation plans, stakeholder engagement, communications, readiness assessments, training, go live activities and post go live continuous improvement.
• Establish, manage, lead and support a change community (key stakeholders, change champions and super user groups) through regular meetings and communication channels, utilising surveys or similar feedback documents to monitor awareness, readiness and adoption at the appropriate stages of the change being implemented.
• The Change Manager must lead and support the change management analysis including assessing the change impact, environment (culture, leaders, past history of change) and stakeholders.
• Work with business leads and business analysts as required to identify the changes people will see to the strategy, process, people, culture, technology, data and organisation.
• Develop a comprehensive communications and engagement plan for the business audience to achieve and sustain adoption, and secure alignment with the business lead, business sponsor and Steering group.
• Work with a project & programme manager to ensure change management activities are integrated into the overall project plan and ensure there are adequate time and resources to effectively manage the change with people.
• Guide and support the business in executing the change management plan, measuring, and monitoring progress and adapting as required so that the stakeholders are ready to use and adopt the solution when deployed.
• Continue to assess stakeholders and work with the business on ways to identify and address resistance.
• Develop a detailed and integrated training plan and execute trainings across the organisation for the deliveries concluded within the programme.
• Create a comms and engagement plan, developing communications materials as required.
• Coordinate development and implementation of a business support model to ensure sustainability of the change.
• Work with the business to establish and embed a method for measuring and reporting against adoption metrics and establish a process of coaching and reinforcement to ensure sustainability and continuous improvement against these.
• Ensure that change management documents satisfy project governance and audit requirements for evidence and approvals.
• Define the change management strategic approach for assigned programme of work.
• Design and manage the business change management plans, activities, and deliverables to meet the desired objectives for each project or process.
• Advise and support the business on how to best navigate change and communicate strategically.
• Identify training requirements and identify improvement opportunities.
• Coach stakeholders and sponsors on their role in leading and embedding change.
• Identify potential risks and anticipated blockers to change at a programme/ project level and develop specific plans to mitigate or address the concerns.
• Define measures of success and capture metrics to monitor change effectiveness.
• Ensure projects achieve their business outcomes by increasing adoption and minimising resistance by the target audience.