What are the responsibilities and job description for the BAF Request: SYD/BRI-585-Change Manager-Contact Centre System Implementation position at Internal Consulting Group?
Client
An existing ICG client – a major Australian Insurance & Services organization – is looking for a Change Manager to work within their Contact Centre area with a Program Manager to provide support for the delivery of the new telephony system for the Contact Centre.
Role
The Change Manager will assist in the development and implementation of a change and communications plan for the above mentioned initiative.
The Change Manager will be part of a small team consisting of Program Manager and a number of specialized resources to facilitate and support the program.
Accountabilities will include:
Understanding the changes to processes in the contact centre that will occur as a result of the new telephony system
Understanding the type and magnitude of change by role type in the contact centre
Developing(and/or adjusting the existing) change plan including training, learning and development and communications
Tailoring these changes plans depending on the impact group
Change Manager
The successful professional will have:
Strong communication and interpersonal skills
A highly regarded capability in written communication across a number of media
3-5 years experience within an internal change team, preferably in Financial Services/Insurance or telephony experience or experience in a consulting firm performing equivalent work
Strong commercial acumen that facilitates the translation of a complex program into a clear change plan
Related experience and/or a working knowledge of developing a communications plan
The ability to work in complex multi-dimensional environments at various levels of the organisation
Logistics, Location & Rate
Logistics:Starting within 2-4 weeks and lasting for 6 months (Likely extension to 9 months)
Location:Sydney or Brisbane
Offshore & Interstate candidates will only be considered if they cover their own travel and accommodation expenses.
Rates:The daily gross rate range for theChange Managerwould be $1,200/day gross to the Professional.
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