Intermediate Change Manager - creating new material, updating existing job aids/manuals, and supporting users during implementation.-31524

Change Manager

Location Address: Hybrid (once a week, usually Thursday) – 4 King Street W, 15th Floor

Contract Duration: 9 months

Story Behind the Need:

• Business Group: GWE - Product Strategy, Wealth Technology in close partnership with The banks National Office. The banks National Office is responsible for the development, direction, and execution of the bank business strategy, sales, services, and operations as well as providing leadership to all Trust branches, managers and employees.

• Project: The Estate Settlement project is a technology implementation within an existing key system to support an integral business offering of the banks. The Change Manager will be responsible for supporting the following functions by creating new material, updating existing job aids/manuals, and supporting users during implementation.

Responsibilities:

• Update all the banks procedures to correctly reflect the implementation of the Estate Settlement System into the Business As Usual activities of the Trust company

• Update all banks procedures regarding the role of Centralized Admin/TAG/Middle Office Group (including process flow diagrams)

• Modify the banks Office Directory in WealthNet to reflect the Middle Office group and the related contact info

• Review job descriptions of Trust Professionals in the Middle Office group

• Draft ‘Service Level Agreements (SLA)’ for the Middle Office group

• Support the field users during the phased implementation of the Estate Settlement System (including attending training and acting as a connection between the field users, the Implementation Team,

• Provide post-roll out support to the field regarding the Estate Settlement System

• Monitor changes to the Estate Settlement system and incorporate any changes to training tools

• Lead change management initiatives by:

o Collaborating with the Estate Settlement System Implementation Team to identify KPIs and how to measure baseline and results

o Creating and maintaining a record of change impacts associated with the project/initiative

o Promoting and Supporting the use of the journey map created for impacted users

o Working closely with SMEs throughout the project to ensure they are contributing to the change management activities

• Support training initiatives by:

o Collaborating with the Training Design Specialists

o Ensuring a communication plan is in place to engage the field users and keep business lines informed

o Informing the Regional Field Representatives as they roll out training initiatives / artifacts

• Ensure we are receiving feedback on our initiatives by:

o Including feedback loops in the Implementation Plans to capture end user and leadership reactions

o Utilizing methods to track and action on feedback being received

o Reviewing results and feedback to report on impact to KPIs and overall results

Must-Have skills:

1. 3-4+ years of change management, communication, and training experience

2. 3-4+ years of experience planning and/or executing change initiatives

3. Strong knowledge of the project management framework

4. Proficiency in Microsoft Office Suite (Word, Excel, Access and PowerPoint)

Nice-To-Have Skills:

• Previous exposure to the banking industry/financial services is an asset; preferably the Estate & Trust Industry

Education:

• Post-secondary degree in business administration, HR management, or a related field