Change Manager

Typical Day in Role:

• Update all procedures to correctly reflect the implementation of the Estate Settlement System into the Business As Usual activities of the Trust company
• Update all procedures regarding the role of Centralized Admin/TAG/Middle Office Group (including process flow diagrams)
• Modify the 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:
• Collaborating with the Estate Settlement System Implementation Team to identify KPIs and how to measure baseline and results
• Creating and maintaining a record of change impacts associated with the project/initiative
• Promoting and Supporting the use of the journey map created for impacted users
• Working closely with SMEs throughout the project to ensure they are contributing to the change management activities
• Support training initiatives by:
• Collaborating with the Training Design Specialists
• Ensuring a communication plan is in place to engage the field users and keep business lines informed
• Informing the Regional Field Representatives as they roll out training initiatives / artifacts
• Ensure we are receiving feedback on our initiatives by:
• Including feedback loops in the Implementation Plans to capture end user and leadership reactions
• Utilizing methods to track and action on feedback being received
• Reviewing results and feedback to report on impact to KPIs and overall results

Must-Have skills:

• 3-4+ years of change management, communication, and training experience
• 3-4+ years of experience planning and/or executing change initiatives
• Strong knowledge of the project management framework
• 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

Soft Skills:

• Excellent verbal and written communication skills (primarily in English, fluency in French is an asset)
• Excellent interpersonal skills
• Excellent relationship management skills
• Must be flexible and able to work in a fast-paced environment
• Ability to manage multiple tasks and work within strict deadlines
• Ability to work independently and cooperatively as member of a team
• Must be highly organized and able to work with various stakeholders