Senior Change Manager

Job Description

The Role ResponsibilitiesJob RoleThe job encompasses all Change activities necessary in ensuring a successful production implementation. Key components of the job include actively directing and managing change in organization structure, process, systems, and mindset planning and preparing the proper communications to all stakeholders and ensuring all impacted people are properly trained in their new roles.Key Responsibilities

• Identifying and communicating any scheduling conflicts as well as cross-functional task dependencies. For example, one group to have a system shut down prior to another group commencing work. In addition, following this work, restarting the system for another group to begin testing.
• Identifying the impact of activities on clients and operations.
• Ensuring and validating the appropriate level of testing required ensuring a successful change.
• Prepare and consolidate report on High Risk changes for ECRB meeting.
• Attend and / or facilitate ECRB meeting.
• Ensuring in-depth review of risk assessment, planning and schedule of changes to avoid implementation conflict.
• Identify and highlight to the appropriate authority any service concern or improvement opportunity.
• Manage the day-to-day operations of the Change Management Team.
• Provide feedback on metrics to business units.
• Develop understanding of GBS business solution and seek out improvement opportunities.
• Provide resources from the team to the group to develop and implement solutions within their fields of responsibility.
• Manage reporting or complaint tracking / monitoring / quality / performance, etc.
• Ensure process risk mitigations and deliverables in line with Audit requirements.
• Ensure proper staffing within team and proper communication across all lines of authority within the team.
• Adherence to the specified standards of Quality and Audit / Risk requirements.
• To build relationship and network with stakeholders within and outside GBS.

Strategy

• Able to focuses on finding and developing unique opportunities and conjure ideas that will cope with growing number of Change Requests which will help minimize negative impact of changes to / for the business.
• Provide strategic and tactical advice to drive sustainable changes and closely work with stakeholders to successfully deliver the projects objectives and benefits.
• Manage the team deliverables and build a high performing team.

Business

• To ensure there is no deviation in the Change Management Process and relevant controls around this.
• To assist in maintaining an effective control of end to end High Risk changes.
• To implement and promote a culture that encourages completeness, quality, confirmation and evidence of reconciliations, and ensures that adequate escalation procedures are in place.

Processes

• Constant monitoring of adherence to Change Management Process and following up on corrective actions to maintain an effective Control environment.
• To assist the Line manager in directing and overseeing the day-to-day management of operational risks within Change Management Service Operations.
• Ensures all Service Level Agreements (SLAs) withing Change Management Service Operations are properly maintained and documented.
• Ensure ORF metrics is not breached and help in highlighting any gaps and come up with improvement plan.

People and Talent

• Promote and embed a culture of openness, trust and risk awareness, where ethical, legal, regulatory and policy compliant conduct is the norm.
• Guide, support and develop team members on change management approach and methodologies where required.

Risk Management

• Adherence to all ORF control requirements
• Actively assess risks and potential failure points in the processes handled and help highlight the areas to line managers and risk teams.
• Adherence to laws and Regulations, Internal Risk and Compliance Policies and the Group Code of Conduct.

Governance

• Provide inputs to line manager on volume of High Risk Changes including impacts, conflicts and other critical information that may be missing from the request.
• Support by providing input to Line Manager on all users / stakeholders challenges, complaints and observations and initiate weekly discussion.
• Ensure availability of adequate resources to handle workload for the day.
• Ensure daily monitoring of accomplishment of all relevant tasks by team members.
• Provide weekly report on observations on team overall performance e.g what went wrong / right, incomplete tasks, non-adherence, challenges, etc and recommendations for improvement.
• Display exemplary conduct and live by the Groups Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across the bank.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Groups Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Change Management Service Operations to achieve the outcomes set out in the Banks Conduct Principles. Fair Outcomes for Clients Effective Financial Markets Financial Crime Compliance The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• ServiceNow users
• ET ITSM Quality Assurance
• Data Quality, ITSM Service Excellence
• Process ITSM Service Operations
• Governance ITSM Service Excellence
• ET-ITSM-Business Intelligence and Analytics
• ServiceNow ITSM Support

Other Responsibilities

• Highly motivated individuals with a strong track record of achievement and high-performance drive, especially with similar previous roles in Banking.
• A team player and enjoy interacting with people of all levels in a multicultural environment.
• Able to creatively apply analytical solutions to business problems and can think out of the box in adapting to changes.
• Ability to work under constant pressure to tight deadlines and deliver high quality output.

Our Ideal Candidate

• 5 - 8 years of experience in (any combination of) Audit, Risk or Security within technology
• An understanding of IT Service Management and / or IT Governance and Management Frameworks. Must have good understanding of Incident, Problem, Change and Release Management.
• Be able to create and tailor clear and concise verbal and written communications.
• Possess a pro-active posture and committed to continuous improvement.
• A team player who enjoys working with people on all levels as well as being able to work independently and under pressure to meet tight deadlines.
• Ability to interpret regulations to ensure Core Processes compliance.
• Exercises sound judgment in varied situations in particular with customer relations.
• Ability to digest and disseminate technical issues effectively.
• Customer focused, sensitive to customer needs, their critical business cycles and schedules.
• Good communication skills written and spoken
• Non-excitable, calm under pressure.
• Demonstrable analytical thinking.

Certificates

• Tertiary qualification in IT or Business Administration or equivalent
• ITIL Foundation certified or Intermediate certification would be beneficial

Role Specific Technical Competencies

• ServiceNow
• Excel

About Standard CharteredWere an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us.Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.Visit our careers website

Keyskills :
ServicenowExcelItil