Job Role: Manager
Location: Gurgaon
PQE: 5+ years
Requirements & Competencies
- Bachelor’s Degree
- Minimum 5+ years’ Services Transformation & Change management experience
- Additional experience preferred – Services Transition, Services Solution Architecture and Consulting Experience.
- Excellent written and verbal communication skills, strong interpersonal skills as well as the ability to communicate complex ideas and workflows clearly, thoroughly, and succinctly.
- The ideal candidate will have direct experience in establishing strong client relationships.
- Demonstrate problem solving skills and risk management capability.
- Must be able to work virtually with the potential to travel in differing capacities as the circumstances and projects dictate.
- Experience with multi-disciplinary, large-scale programs (including reorganizations and/or managed services implementations) and integrating change management work into the broader program context.
- Experience with technology implementations and driving adoption for new ways of working.
- Comfort with ambiguity and operating in an environment with a “start-up” feel; ability to creatively problem-solve.
- Proactive and consultative approach with strong ability to effectively prioritize multiple competing work requirements.
- Strong situational judgment and operational decision-making ability
- Advanced analytical and problem-solving abilities.
- Desire to learn and apply leading-edge solutions.
- Must be able to work virtually with the potential to travel in differing capacities as the circumstances and projects dictate.
- Demonstrates expertise in driving process discovery / blueprint sessions with stakeholders, designing operating models, creating service delivery models, process flow mapping, and creating process playbooks and standard operating procedures.
- Experience working directly with functional and technical resources.
- Strong mastery of metrics and data reporting, with the ability to generate timely and thorough reports demonstrating a wide range of concepts and points.
- Strong project management discipline
Preferred Competencies
- Experience in legal industry preferred
- Experience with digital transformations and/or digital innovations applied to change management strongly preferred.
- Familiarity/experience with Agile methodology in a change management context preferred.
- Experience with instructional design and learning & performance support material preferred.
- Familiarity with Digital Adoption Platforms preferred.
Responsibilities
- Support Change lead in driving and implementing change strategies and plan to maximize adoption/digital adoption and manage impact of change to internal and external stakeholders.
- Work closely with cross functional leads and stakeholders with focus on stakeholder engagement, change communications and learning enablement activities on business/technology transformation initiatives.
- Support (and in some cases operate independently on) change management/experience work on client and internal projects. Specific areas of work include, but are not limited to:
- Support organization and culture visioning and case for change
- Conduct change assessments (client expectations, stakeholder assessments, change impact assessments, learning needs assessments, etc.)
- Drive leadership alignment and engagement
- Develop communication strategies, plans and content.
- Manage change champion networks to drive people engagement.
- Develop and deliver new ways of working training and other customer success methods for process and technology adoption.
- Roll out Voice of customer surveys to capture change effectiveness.
- Track change program risks and create mitigation tactics and plans.
- Adept at translating change strategy and execute entire change value chain in line with UnitedLex change framework.
- Work closely with client organizations to deliver on change deliverables and drive the culture of collaboration.
- Responsible for creating communication plan and collateral for internal and external stakeholders such as customers, vendors suppliers etc.
- Research trends in digital change management that can be incorporated for use in UnitedLex methods.
- Curation of change deliverables to create a knowledge repository.
- Assist internal team in building out detailed change management/experience methods, frameworks, tools, and templates.
- Research trends in digital change management that can be incorporated for use in UnitedLex methods.
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