Commonwealth Bank of Australia

Change Manager

• Work in heart of the retail bank in a fast paced, complex, agile environment
• Work with innovative technology partners
• Work with a talented, personable, diverse and ambitious team

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.

The Customer Service Network (CSN) comprises three key channels to engage with our customers across all retail segments and geographies:

• Branch
• Mobile and Premier Banking
• (including International Retail Banking)
• Commonwealth Private

The CSN Communications and Change team is part of the CSN Strategy and Operations team within the Customer Service Network, and is focused on creating a superior change experience for team members across both frontline and support office.

Change delivery is a dedicated team primarily focused on managing the end-to-end change programs for high priority, and strategic initiatives that impact the channels of CSN. This includes managing the quality and quantity of change being delivered; and driving a number of key strategic initiatives.

We work in partnership with our channels, other business units, project delivery teams and key business stakeholders to engage, educate, excite, enable and embed change while always looking to evolve our capability as a team.

What will your impact be?

You are an innovative thinker, adaptable and happy to take the initiative. You are dedicated to creating a better experience for our staff and customers.

You will be a key member of the Communications and Change team working closely with SMEs, project managers, product owners, scrum teams and key stakeholders to understand and manage the change for your projects and initiatives, including managing the sequencing and volume of change.

You will drive the change effort for high profile projects delivering outstanding outcomes for thousands of staff and millions of customers, giving you the opportunity to use your agile mindset, think creatively and deliver high quality change interventions that are fit for purpose.

About your role

As the Change Manager for Customer Service Network (CSN) you will primarily be responsible for the management of the organisational change management approach and end-to-end delivery, ensuring successful outcomes for the project, or initiative, through effective and sustainable change. You will:

• Be accountable for all organisational change management activities across a project, or initiative, including engaging specialist resources to create bespoke change strategies and drive the delivery of relevant change interventions.
• Develop effective relationships with key stakeholders, establishing a reputation as a trusted advisor
• Develop and execute effective change strategies and plans to minimise resistance and disruption to productivity and performance in impacted teams
• Conduct rigorous analysis of change impacts and the associated potential risks and issues by identifying the impacted channels and determining the size, complexity and type of change
• Creatively and flexibly apply OCM methodology on projects and initiatives
• Measure change effectiveness and implement appropriate reinforcement and embedding interventions
• Provide input into the sequencing of projects impacting CSN to ensure the change load is manageable and aligned to business priorities 
• Develop high-quality learning, communications and support material to build readiness in impacted teams (e.g. bulletins, presentations, guides, team discussions)
• For non-CSN led projects, act as a consultant to business partners, such as product teams, on effective and sustainable change practices
• Contribute to the OCM capability of others to leave a legacy and improve OCM maturity
• Engage with representatives from Risk and Control or compliance to ensure risks are raised and appropriately mitigated
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
• Live our CBA values of care, courage and commitment

See yourself in our team? We’re interested in hearing from people who have:

• Excellent communication skills
• Appetite to resolve complex operational scenarios, problems and challenges
• A proactive approach and ability to work autonomously
• An agile mindset and experience with agile practices
• Experience in flexibly and creatively applying change methodology that’s fit for purpose
• Strong ability to negotiate and influence stakeholders, manage expectations and drive outcomes
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

Tertiary qualifications or professional certification (Prosci, APMG Foundation / Practitioner) is desirable

If this sounds like you, apply now!

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 23/04/2021