Manager - Change Management

Main responsibilities:

The overall purpose and main responsibilities are listed below:

Drive planning, execution, and evaluation of the change initiatives related to the Omnichannel pillar/GTMC, ensuring that the relevant stakeholders/teams are engaged, informed, and prepared for the transition. Foster a culture of sustainable change by providing continuous change management support (communication channel, training planning/tracking, presentations, pulse surveys, adoption governance etc.) bringing in increased effectiveness and improved efficiency in line with a reduced footprint.

• Drive continuous analysis and identification of the change impacts, risks, and gaps/opportunities
• Collaborate with Lead/Head to develop and execute change management strategy to maximize adoption and minimize resistance during key strategic transitions
• Drive creation of planner/communication materials/emailers/newsletters/Viva Engage posts etc.) change management strategy/plan for the omnichannel/GTMC (global/local design), aligned with objectives and organizational culture
• Lead community management support (for PromoMats/CRM/SFMC/and other relevant communities) - providing program updates, progress, status, links to new documents (such as training material/links, recorded session links), FAQs etc.
• Drive Omnichannel/GTMC townhalls for global/local program updates and status (best practice sharing, learnings-to-date, case studies etc.)
• Supervise design and delivery of effective training programs to raise awareness, build buy-in, and enhance the skills and capabilities
• Establish and monitor change readiness and adoption metrics and provide feedback and recommendations to the project team and Leads
• Facilitate and support the change management activities throughout the project lifecycle, from design to deployment and post-implementation
• Collaborate with the Omnichannel training specialists for training services/curriculums throughout the transition phase and post- transition
• Collaborate with the project team, the business units, the IT department, and the external vendors to ensure a smooth and successful implementation of ecosystems, channels, platforms, tools, and processes designed as part of continuous improvement methodology to create best in class go-to-market capabilities that are consistent across GBUs and markets
• Support Hub strategy aligned with global business priorities, focusing on Omnichannel operations, campaign orchestration, and enablement via continuous feedback loop to optimize customer experience
• Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working
• Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls (leverage AI/automation)
• Drive and ensure evaluation of post implementation reviews for successful delivery and to ensure that improvements can be made for future projects

People: (1) Work with cross-functional Omnichannel teams to understand the change management requirement for their respective teams; (2) Maintain effective relationship with the stakeholders within the allocated GTMC pillar and cross-pillars with an end objective to ensure adherence and effectiveness of change management strategy/plans; (3) Constantly assist project team for communication/trainings on methods/processes/tools/platforms (4) Partner with Project Head/Lead for individual development plans; (5) Collaborate with cross-functional teams in GTMC to train for continuous improvement/digital transformation/agile mindset/thoughtful risk taking; (6) Provide proactive recommendations on operational excellence and play an active role to follow the best practices in relation to processes, communications, training management, documentation and technical requirements

Performance: (1) Oversee change management programmes; (2) On-time tracking of effectiveness KPIs and report publishing; (3) Effectively communicate with key change partners and provide change management community support to constantly improve quality and productivity; (4) Support change management execution as per agreed timelines and quality; (5) Recommend and implement tactical process improvements within the department and division-wide

Stakeholder: (1) Work closely with GTMC/Omnichannel pillars (Global, Local, and Hub) to identify communication needs (2) Liaise with cross-functional Omnichannel teams to provide relevant trainings, raise awareness, promote Change Management mindset and increase acceptance/adherence for transformation

About you

Experience: less than 8 years of experience in medico-marketing/medical/commercial/Omnichannel domain for the pharmaceutical/healthcare industry/digital platforms; 3-4 years of experience in change management, leading and managing complex and large-scale change initiatives (global business transformation environment, within GBS Shared Services industry and/or BPO Services)

Soft skills: Stakeholder management; strong communication & interpersonal skills with the ability to influence and persuade diverse audiences; ability to work independently and within a team environment; skilled in explaining complex concepts and processes in a clear and concise manner

Technical skills

• Proficient in using various digital tools and platforms for creating and delivering communication materials (MS office tools, Adobe)
• Certification in change management methodologies, such as Prosci, ADKAR, or Kotter is desirable
• Knowledge/certification of continuous improvement concepts including Six Sigma, Lean, value stream mapping is desirable

Languages: Excellent knowledge of English language (spoken and written)