Change Management Analyst

  • Company:
    Search Canada Jobs
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    1 month ago
  • Category:
    Business / Mgmt

Money is personal. At BMO, we bring a human touch to everything we do. Our vision is to be the bank that defines great customer experience. We believe the experience is everything. We are the bank that keeps the customer at the center of all decisions we make. We spur integration and account for every detail because that’s exactly what the customer expects from us. If you agree and are an extremely motivated Change Manager who isn’t afraid to challenge the status quo, we want to meet you. As a Change Management practitioner in the BMO Digital Platform team, you will work with our change management partners, such as Marketing, Social Media, Communications, Call Centre and others to prepare our employees and digital customers for each cycle of digital change and innovation. You’ll join a team of senior product, platform, technology, creative and digital people who are very passionate at what they do. Reporting to the Sr. Manager, Release and Change Management, you’ll work with the change management partners to be voice of the employee and customer at the table and ensure their needs are represented by coordinating the creation and implementation of great change management strategies and plans that identify how we will prepare for the people side of change in an agile environment. You’ll be at the center of the Digital Acceleration program, which is setting BMO apart in how we ship capabilities to our customers. The difference between BMO and other banks? We care. A lot. For us, this is personal. We’re invested in our customers because, by choosing BMO, they’ve invested in us. Every customer – regardless of where they live or what’s in their account – has the right to feel empowered by their bank. The ideal candidate for this role is creative and has their finger on the pulse of digital and social trends. You’re motivated, resourceful and collaborative. You’re passionate about all things design and digital. You believe in building strong relationships and that powerful ideas are the great equalizer. The key mandate of this role is to ensure changes are recognized, planned for, and sustained through the BMO Organizational Change Management framework by: Leading the change management work stream within the release team and ensure integration of change management activities into the overall release schedule Developing and maintain a change management plan integrated with Digital Platform release cycles Managing a community of internal and external users beta-testing out live apps before releasing to the public. Key Accountabilities: Change Management Develops and maintains the change management roadmap for digital platform releases, including mobile and online banking releases Identifies impacted stakeholders and guides agile and waterfall teams on how best to inform, manage, prepare and support stakeholders during the stages of the change process Leads, develops and executes change management strategies and plans with measurable objectives based on the scope and impact of the change Anticipates needs of partners and establishes strategies on how to work together more effectively Recommend strategies and influence tactics to mitigate risks, decrease resistance, and increase stakeholder buy-in and alignment Fully understands and draws on the BMO Organizational Change Management methodology and tools throughout the life cycle of each release, customizing when necessary Provide OCM advice and guidance to project teams to assist with discussion and decision-making Define, recommend, and implement OCM metrics to measure user adoption and utilization as part of the required reinforcement activities for business sustainability (when required) Proposes, drives and participates in Change Management process improvements based on a need to continuously solve for scale and efficiency while improving quality standards Completes tactical activities in support of change management activities as required: writes communications, designs materials, builds slides/presentations, facilitates meetings and creates reports when necessary Stakeholder Management Builds and maintains strong relationships with Product Owners, Digital Product Managers and Project Partners, right-sizing change complexity and assessing impacts based on needs of each stakeholder group Builds partnership/organizational awareness – navigate organization to move initiatives forward Develops positive relationships with partners and stakeholders, staying well connected with the pulse of the field impacted by each release Identifies and works with the Digital Platform leadership to manage and resolve conflicts and behavioural risks that may impact release success from a Change Management perspective Works closely with the Platform Operations team and maintains strong support levels to the business Beta User Community Management Act as a point of contact for internal and external communities live testing the apps before releasing to the public Communicates and coordinates with product, operations and change management partner teams to triage user feedback Helps ensure actionable feedback is addressed within the release cycle Cross Functional Relationships The key mandate of the this role is to coordinate across a broad range of stakeholders including agile and waterfall project teams, product managers, personal sales force, call centre, marketing, corporate communications, platform operations and others. Canadian Personal Banking Digital Experience Portfolio Leaders, Experience Team Product Owners Canadian P&C Business Leads and Senior Executives, Delivery Teams, Process Management Technology & Operations (Technology Development, Enterprise Infrastructure, Enterprise Architecture, P&C Product Operations) Various Business Groups (e.g., across Canadian P&C, US P&C and Wealth Management) Corporate Functions (Operational Risk, Compliance, Privacy, Legal, Fraud, Finance, IFL) Change Management Partners (Personal Sales Force, Call Centre, Marketing, Corporate Communications, etc) External industry analysts and specialists Vendors including IBM, Verax, TCS, Adobe, etc. Money is personal. At BMO, we bring a human touch to everything we do. Our vision is to be the bank that defines great customer experience. We believe the experience is everything. We are the bank that keeps the customer at the center of all decisions we make. We spur integration and account for every detail because that’s exactly what the customer expects from us. If you agree and are an extremely motivated Change Manager who isn’t afraid to challenge the status quo, we want to meet you. As a Change Management practitioner in the BMO Digital Platform team, you will work with our change management partners, such as Marketing, Social Media, Communications, Call Centre and others to prepare our employees and digital customers for each cycle of digital change and innovation. You’ll join a team of senior product, platform, technology, creative and digital people who are very passionate at what they do. Reporting to the Sr. Manager, Release and Change Management, you’ll work with the change management partners to be voice of the employee and customer at the table and ensure their needs are represented by coordinating the creation and implementation of great change management strategies and plans that identify how we will prepare for the people side of change in an agile environment. You’ll be at the center of the Digital Acceleration program, which is setting BMO apart in how we ship capabilities to our customers. The difference between BMO and other banks? We care. A lot. For us, this is personal. We’re invested in our customers because, by choosing BMO, they’ve invested in us. Every customer – regardless of where they live or what’s in their account – has the right to feel empowered by their bank. The ideal candidate for this role is creative and has their finger on the pulse of digital and social trends. You’re motivated, resourceful and collaborative. You’re passionate about all things design and digital. You believe in building strong relationships and that powerful ideas are the great equalizer. The key mandate of this role is to ensure changes are recognized, planned for, and sustained through the BMO Organizational Change Management framework by: Leading the change management work stream within the release team and ensure integration of change management activities into the overall release schedule Developing and maintain a change management plan integrated with Digital Platform release cycles Managing a community of internal and external users beta-testing out live apps before releasing to the public. Key Accountabilities: Change Management Develops and maintains the change management roadmap for digital platform releases, including mobile and online banking releases Identifies impacted stakeholders and guides agile and waterfall teams on how best to inform, manage, prepare and support stakeholders during the stages of the change process Leads, develops and executes change management strategies and plans with measurable objectives based on the scope and impact of the change Anticipates needs of partners and establishes strategies on how to work together more effectively Recommend strategies and influence tactics to mitigate risks, decrease resistance, and increase stakeholder buy-in and alignment Fully understands and draws on the BMO Organizational Change Management methodology and tools throughout the life cycle of each release, customizing when necessary Provide OCM advice and guidance to project teams to assist with discussion and decision-making Define, recommend, and implement OCM metrics to measure user adoption and utilization as part of the required reinforcement activities for business sustainability (when required) Proposes, drives and participates in Change Management process improvements based on a need to continuously solve for scale and efficiency while improving quality standards Completes tactical activities in support of change management activities as required: writes communications, designs materials, builds slides/presentations, facilitates meetings and creates reports when necessary Stakeholder Management Builds and maintains strong relationships with Product Owners, Digital Product Managers and Project Partners, right-sizing change complexity and assessing impacts based on needs of each stakeholder group Builds partnership/organizational awareness – navigate organization to move initiatives forward Develops positive relationships with partners and stakeholders, staying well connected with the pulse of the field impacted by each release Identifies and works with the Digital Platform leadership to manage and resolve conflicts and behavioural risks that may impact release success from a Change Management perspective Works closely with the Platform Operations team and maintains strong support levels to the business Beta User Community Management Act as a point of contact for internal and external communities live testing the apps before releasing to the public Communicates and coordinates with product, operations and change management partner teams to triage user feedback Helps ensure actionable feedback is addressed within the release cycle Cross Functional Relationships The key mandate of the this role is to coordinate across a broad range of stakeholders including agile and waterfall project teams, product managers, personal sales force, call centre, marketing, corporate communications, platform operations and others. Canadian Personal Banking Digital Experience Portfolio Leaders, Experience Team Product Owners Canadian P&C Business Leads and Senior Executives, Delivery Teams, Process Management Technology & Operations (Technology Development, Enterprise Infrastructure, Enterprise Architecture, P&C Product Operations) Various Business Groups (e.g., across Canadian P&C, US P&C and Wealth Management) Corporate Functions (Operational Risk, Compliance, Privacy, Legal, Fraud, Finance, IFL) Change Management Partners (Personal Sales Force, Call Centre, Marketing, Corporate Communications, etc) External industry analysts and specialists Vendors including IBM, Verax, TCS, Adobe, etc. Knowledge: Understanding of mobile and online banking channels, transactional capabilities, and customer experience best practices. Fluency with mobile applications and platform standards, with strong experience in banking applications in particular. Strong organizational skills, with the ability to manage multiple project and priorities while under time and resource constraints Aptitude for technology, mobile and digitally-native user experiences Qualifications: Strong knowledge of change management methodology and best practices Advanced communication skills including consulting, active listening, facilitation, presentation, and negotiating skills Superior relationship building skills to effectively engage and manage all stakeholders and use change management to work towards common outcomes Proven ability to partner and influence others through effective change management and personal credibility Strong organizational skills, with the ability to manage multiple project and priorities while under time and resource constraints Pragmatic and results focused on how best to organize, prioritize, plan, and execute required OCM activities and deliverables Adaptive, self-starter with demonstrated ability to take initiative and work independently with superior attention to detail Confident working in ambiguous situations and adept at influencing without authority Experience in effectively collaborating with geographically distributed teams Ability to interact with various levels of management providing critical and timely information on change status We’re here to help At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://bmocareers.com . BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. Knowledge: Understanding of mobile and online banking channels, transactional capabilities, and customer experience best practices. Fluency with mobile applications and platform standards, with strong experience in banking applications in particular. Strong organizational skills, with the ability to manage multiple project and priorities while under time and resource constraints Aptitude for technology, mobile and digitally-native user experiences Qualifications: Strong knowledge of change management methodology and best practices Advanced communication skills including consulting, active listening, facilitation, presentation, and negotiating skills Superior relationship building skills to effectively engage and manage all stakeholders and use change management to work towards common outcomes Proven ability to partner and influence others through effective change management and personal credibility Strong organizational skills, with the ability to manage multiple project and priorities while under time and resource constraints Pragmatic and results focused on how best to organize, prioritize, plan, and execute required OCM activities and deliverables Adaptive, self-starter with demonstrated ability to take initiative and work independently with superior attention to detail Confident working in ambiguous situations and adept at influencing without authority Experience in effectively collaborating with geographically distributed teams Ability to interact with various levels of management providing critical and timely information on change status We’re here to help At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://bmocareers.com . BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. Risk ManagementRisk ManagementCanada-Ontario-TorontoCanada-Ontario-TorontoBMO Digital-X005650BMO Digital-X005650full-timefull-time09/25/1809/25/1810/10/1810/10/18