Mô tả công việc
Job Purpose
- The job holder supports change management activities (assessing change impact, defining performance indicators, engaging stakeholders, developing communications plan, survey, tracking progress and reporting performance results).
- The job holder manages communication activities, user support, content development on digital channels and supports users on the implementation of change/adoption.
- The job holder supports the implementation organization of the Bank's culture and core values programs for the Human Resource Division.
Key Accountabilities (1)
A. Change Management Support
- Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).
- Develop change management plans.
- Engage and support stakeholders through change implementation.
- Develop and implement communication plans and track progress.
- Evaluate and report on performance results / efficiency of communication and transformation change implementation activities.
- Support design, planning, pilot preparation and implementation of initiatives.
- Prepare reports for discussions and updates on transformation initiatives.
- Prepare requirement specifications from customer journeys and define needs.
Key Accountabilities (2)
B. User Support and Communication Collaterals
- Develop and manage user manuals / guidelines, materials, customer support scripts.
- Partner with feature development teams to design and develop digital user experience, plan and develop useful, usable content including instructional text, error and confirmation messages.
- Translate complex concepts into easy-to-understand interactive experiences to support online users to complete interactions smoothly and effectively.
- Create and manage content on digital channels for new features.
- 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.
Key Accountabilities (3)
Key Relationships - Direct Manager
Head, HR System Administration
Key Relationships - Direct Reports
None
Key Relationships - Internal Stakeholders
Teams within the HR Division and relevant departments in the Bank.
Key Relationships - External Stakeholders
Partners providing professional services
Success Profile - Qualification and Experiences
Domain Expertise
- More than 07 years of experience in the same field.
- Demonstrated experience supporting change management strategies and plans.
- Superior writing, editing, and proofreading skills in English and Vietnamese languages.
- Experience planning for and developing useful and usable content.
- Experience supporting project management and organizational change projects.
- Demonstrated experience creating online/digital content and executing on content strategy within the interactive space.
- Demonstrated experience developing web/app content.
- Demonstrated experience translating complex concepts into easy-to-understand interactive experiences to support online users.
- Knowledgeable on digital technology.
Qualifications
- Bachelor's degree in Communication, Technology.
- Professional change certification in PROSCI / ADKAR will be advantageous.
- English proficiency requirements are pursuant to Techcombank's policy.