Overview:

• Leads, develops and delivers change management strategies and plans for the Office of Digital & Innovation.  Directs or guides team members, Bank change resources or external consultants who serve in change management roles.  Focuses on the people side of change, including changes to processes, systems and technology, job roles and organization structures.  Drives faster employee adoption and long-term change sustainability increasing benefit realization and ROI (Return on Investment). Leads change management across Digital Banking by driving the advancement of change management methodologies, capabilities and skills.  Advises on enterprise Office of Digital and Innovation change management strategy.

Primary Responsibilities:

• Apply structured change management approach and tools to develop change strategies and plans to support the adoption and value realization of Digital releases / initiatives.
• Serve as primary liaison to the Line of Business Change Leads/Partners, Office of Digital & Innovation Leadership, change sponsor, program managers, delivery leads, program leadership, overall project team, and stakeholders. Provide leadership to enhance change effectiveness.
• Oversee multiple change project schedules, associated budgets, and resources.  Integrate change management activities and tasks into project plan.  Analyze the volume of change across Digital teams/efforts and understand impacts to different parts of the organization.  Recommend sequencing to address capacity concerns.
• Build and maintain a variety of mutually beneficial stakeholder relationships that advance Digital change management effectiveness.
• Conduct and analyze a variety of assessments including stakeholder assessment, change impact analyses, and change readiness.
• Identify, analyze and develop tactics to mitigate change barriers and resistance and enable change readiness.
• Engage, and coach senior leaders, Delivery Team members and others on effective change leadership.
• Direct the development, delivery and management of communications.  Partner with corporate and line of business communications teams as needed.
• Provide input, document requirements and support the design and delivery of training programs or learning resources. Work with Line of Business and Learning & Development teams. May manage external training development and delivery resources.
• Define and measure business readiness and success metrics and monitor change progress.  Gather qualitative and quantitative data through survey development, focus groups, interviews, and other feedback mechanisms.
• Plan and execute Command Centers to monitor post‑implementation performance and issues, responding in real time to address customer and employee pain points.
• Guide and advocate for the expansion, integration, and maintenance of change management processes and competencies across the Office of Digital & Innovation. 
• Independently lead multi-disciplinary teams through large-scale transformational change initiatives that deliver business outcomes.
• Demonstrate in-depth experience in Delivery including Program/Project Management, Scope Definition, Process Re-engineering, Workshop Facilitation, Organizational Change Management, Performance Measurement, and Customer Experience.
• Proactively drive accountability across the Change Leads; Measure performance using appropriate tools and techniques, identify variances, and communicate progress and issues to all stakeholders, including senior and executive leadership.
• Promote an environment of belonging and ensure compliance with internal control standards, timely implementation of audit points, and resolution of regulatory issues.
• Complete other related duties as assigned.

Scope of Responsibilities:

• Responsible for coordinated change management routines across Digital initiatives.  
• This job requires a broad and comprehensive understanding of the different systems, models and practices relevant to multiple disciplines, and fulfills knowledge requirements to manage a workforce with multiple stakeholders in line with broader strategic considerations.  It is important for the jobholder to have a comprehensive understanding of a significant part of the Bank (how lines of business [LOBs] operate, integrate, set targets and coordinate their efforts) together with knowledge of the industry in which the Company operates, including understanding how economic, commercial and/or political issues affect the industry. Must be familiar with agile practices and tooling. Convincing and persuasive communicator who can influence a wide range of audiences and present and defend complicated or delicate issues that have an important impact on the business.

Project Guidelines:

• Project Scope:     $5.0 m or more
• Team Size Range:    30 - 50 FTE
• Project Duration:    18 - 24 months
• Project Size:   Multiple high priority projects
• Project Customer:   Three or more lines of business or functions
• Scope of Change:  Minor changes to business processes or procedures
• Project Timeline:  Moderately aggressive
• Project Innovation:  Moderately defined scope
• Project Benefits:  Major
• Project Customization:   Major
• Number of Interfaces:   6 or more
• Project Integration:  Internal and External Systems

Lead Responsibilities:

• The position serves in a lead capacity for less experienced personnel and in an indirect management role for delivery stakeholders.

Education and Experience Required:

• Bachelor’s degree and a minimum of 8 years’ proven project management experience, OR in lieu of a degree, a combined minimum of 12 years’ higher education and/or work experience, including a minimum of 8 years’ proven project management experience.
• Proficiency with personal computers as well as pertinent software packages.
• Strong knowledge of project management methodology.
• Strong verbal and written communication skills, particularly an ability to negotiate, influence and gain consensus.
• Regularly communicates verbally and in writing with executive management on status of initiatives, in a professional and understandable manner.
• Excellent problem-solving skills.
• Ability to work individually as well as a member of a team.
• Self-motivated, results-driven and well-organized individual.
• Ability to handle multiple tasks and work under time constraints in support of various assignments.
• Ability to function professionally at many different levels (clients, management and peers).
• Strong interpersonal skills necessary for business partner relationships within and outside the organization.
• Ability to build mutual trust and encourage respect; open to diverse points of view.

Education and Experience Preferred:

Project Management Professional (PMP) certification.

Program Management Professional (PgMP) certification.

Master’s degree.

Location