Change Manager

hace 1 semana

Barcelona, España CPM A tiempo completo

Job Summary

Create and communicate a clear compelling reason for change, using this to influence key stakeholders to adopt and embed the change in their areas.

Your day-to-day would look like:

- In collaboration with the Head of Insights and Change, using insights from different departments and stakeholders to implement data driven process change that will improve efficiency, customer experience or both.
- Creating, maintaining, and implementing change management plans on assigned projects, in alignment with the Operations and Support teams, to drive behavioural change and embed new business processes.
- Facilitating change impact assessments; identifying all elements that could be impacted by the change, at the operational, human, and financial level.
- Using the impact assessment, create the change plan using a RACI model.
- Define the key measurements of success for any change plan, monitor them and adapt accordingly.
- Ensure all departments and relevant parties are coordinated and deliver against the transactional objectives of the change plan.
- Following change implementation, create and define a PIR process to establish and confirm change success.
- Document every change and keep track of every modification applied to the initial plan.
- Create integrated change and comms plans to land change projects across multiple offices and business units.
- Manage the transition of change in the business, identifying what changes in processes and ways of working are needed to achieve the objectives across impacted teams and groups.
- Ensure the campaign is aware of change in advance via an effective communication plan in coordination with the engagement manager.
- Ensure the planning manager is engaged and aware of change to ensure a smooth transition for all staff.

What we look for:

- Strong data and Analytical experience using data to influence thought and action.
- Good understanding of the change models and frameworks.
- Experience in strategic planning.
- Good understanding of group psychology, with a focus on how people undergo transitions and changes.
- Strong communication skills with the ability to influence and convince a large and diverse audience.
- Acute business acumen and understanding of organizational issues and challenges.
- Client industry knowledge.
- Ability to prioritize work effectively.
- Operate as a self-starter who can design, plan and proactively manage initiatives to completion.
- Problem solving skills and can demonstrate ability to navigate blockers and issues to drive to a successful outcome.
- Work well with complexity and ambiguity and can flex to changes in business focus.
- Understanding of contact center market trends, competition, and key pain points.
- Experience using Salesforce.
- Understanding of change management.

What do we offer:

- Full-time contract (39 hours/week)
- Fixed schedule Monday to Friday 9am to 6pm
- Competitive salary
- 24 days holiday per year on full time basis
- Being part of a constantly growing company & team, with endless opportunities for career development
- A modern, international & friendly working environment
- Location: Barcelona, Spain

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations or marital status.

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