Change Lead

**Req ID**: 87968
**Department**: Channel Strategy & Transformation
**Division**: Australia Retail
**Location**: Docklands
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
The way we do this through our retail channels is evolving and we need to transform the way we assist our customers to provide experiences the expect when we engage with and distribute products and services to them.
About the Role
The Change Lead for the Enterprise Contact Centre (ECC) Program will play a pivotal role in driving the transformation of our contact centre operations. This role is responsible for leading change management and communication efforts to ensure the successful implementation of the ECC program, which aims to enhance customer engagement and operational efficiency through modern platforms and AI technologies across the enterprise.
The Change Lead for the Enterprise Contact Centre (ECC) Program will be responsible for developing and executing a comprehensive change management and communications strategy tailored to the program's objectives and OKRs. This role involves engaging with key stakeholders to build awareness and support, creating and implementing communication plans, and designing training programs to equip employees with the necessary skills to adapt to new systems, operating models and processes. Additionally, the Change Lead will monitor progress, establish metrics to measure program effectiveness, and collaborate closely with the ECC program team & squads, other departments and divisions to ensure a cohesive approach to change management.
**Role Location**: 833 Collins Street, Docklands VIC 3008 or 242 Pitt Street, Sydney NSW 2000
**Role Type**: Permanent
**Work Schedule**: Full time
What will your day look like?
**As a Change Lead - Enterprise Customer Contact, you will**:
Develop and execute a comprehensive change management strategy tailored to the ECC program's objectives, ensuring alignment with overall business goals.
Identify and assess change impacts on various stakeholders, including employees, customers, and business partners, to understand their needs and concerns.
Engage with key stakeholders to build awareness and support for the program and its potential impacts, fostering a positive attitude towards change.
Create and implement detailed change and communication plans, outlining key messages, channels, and timelines.
Design and deliver training programs to equip employees with the necessary skills and knowledge to adapt to new systems and processes, ensuring a smooth transition.
Provide ongoing support and resources to help employees navigate the changes and achieve desired outcomes, including coaching, mentoring, and access to relevant materials.
Establish metrics and KPIs to measure the effectiveness of the change plan and strategy, using data to track progress and identify areas for improvement.
Monitor progress and adjust the change management strategy as needed to ensure successful adoption and sustainability, addressing any issues or resistance that arise.
Facilitate workshops, meetings, and communication sessions to keep stakeholders informed and engaged throughout the change process.
Collaborate with the ECC program team/squads and other departments and divisions to ensure a cohesive approach to change management across the organisation.
Develop communication materials, including presentations, newsletters, and updates, to keep stakeholders informed and engaged.
Address and resolve any resistance to change, using effective conflict resolution and negotiation techniques.
Track and report on change management activities and outcomes, providing regular updates to senior leadership and other key stakeholders.
Foster a culture of continuous improvement and learning, encouraging feedback and incorporating lessons learned into future change initiatives.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven experience in change management, preferably within large-scale transformation programs.
Experience with change management across an enterprise, demonstrating the ability to navigate complex organisational structures and drive successful change initiatives at a large scale is preferred
Strong communication and interpersonal skills, with the ability to present, engage and influence stakeholders at all levels.
Experience in developing and delivering training programs.
Ability to create and implement comprehensive change management strategies.
Experience in stakeholder engagement and management.
Strong analytical skills and data-driven decision-making
Practical experience in agile delivery and optimising ways of working
Ability to track performance and provide value realisation
Experience in addressing and resolving resistance to change
Ability to monitor progress and adjust strategies and plans as needed.