Qualifications & Experience

• 5–8+ years in change management, organisational transformation, or programme management roles with a significant change management mandate
  

• Demonstrated experience leading end-to-end change management for operational, technology, or structural transformation initiatives in high-growth, operationally intensive environments
  

• Strong measurement orientation, able to define meaningful adoption metrics, track them rigorously, and translate data into actionable intervention strategies
  

Change Portfolio Intake and Prioritisation

• Establish and maintain a centralised change portfolio, a structured register of all active and planned change initiatives across the division that affect the workforce, management, or operational processes
  

• Define a standardised intake process for new change initiatives: when a project, process redesign, tool deployment, or organisational restructuring is initiated, it is assessed through a consistent framework before change management resources are committed
  

Impact Assessment and Change Planning

• Conduct a structured impact assessment for each initiative and quantify the magnitude of the shift from current state to future state
  

• Develop a resistance map that anticipates where and why resistance is likely to emerge
  

• Align the change management plan with the project delivery timeline
  

Sponsorship Activation and Stakeholder Engagement

• Identify the primary sponsor for each initiative and work with them to define their specific role in driving adoption
  

• Identify and activate change champions within affected teams and projects
  

• Manage stakeholder engagement as a continuous activity by maintaining regular touchpoints to build awareness, address emerging concerns, and sustain commitment through the transition
  

Communication and Enablement Execution

• Execute multi-channel communication plans tailored to each audience segment: front-line agents, QAs, Leads, Managers, and senior leadership
  

• Deploy practical adoption support materials at the point of need: quick-reference guides, FAQs, decision trees, troubleshooting resources, and accessible feedback channels
  

Adoption Tracking and Corrective Intervention

• Define adoption metrics for each initiative that measure actual behavioural change
  

• Escalate systemic adoption failures to senior leadership with clear evidence, root cause analysis, and recommended corrective action
  

Sustainment and Ownership Transfer

• Conduct post-implementation reviews for each major initiative
  

• Design and activate sustainment mechanisms that prevent regression
  

• Execute a structured ownership transfer
  

• Report to senior leadership on the cumulative impact of change management investment