Job Description

Job Purpose



To serve as a Change Manager in the Organisational Change Management (OCM) pillar in Project Rubik core team. Project Rubik is CIMB Bank\xe2\x80\x99s initiative to replace 1View, its incumbent Customer Relationship Management (CRM) application. 1View is used by 5,800 users across the Bank\xe2\x80\x99s primary channels (branch, contact centre, retail telemarketing, mobile sales, digital). It is a multi-function platform which incorporates leads orchestration, customer 360, next best offer recommendations, product applications, service requests, tracking and reporting via integrations with over 40 systems bankwide. Project Rubik will improve upon 1View\xe2\x80\x99s existing capabilities, and bring new functionalities, particularly in the area of Digital Sales and Service. To emphasise the project\xe2\x80\x99s scale and complexity, there are over 4,000 functional and technical requirements under Project Rubik. Its successful deployment will greatly augment CIMB\xe2\x80\x99s ability to adapt to rapidly evolving customer expectations, and deliver next-gen CX to its customers.



Key Responsibilities *

• Contribute to the development of change management strategy, including defining success measures, education & awareness plan, and training plan
  

• Execute OCM strategy for Project Rubik, especially in the areas of stakeholder engagement, communications, training curriculum and materials development, training delivery logistics, and tracking success measures across all CRM channels for sales, service and support functions
  

• Manage OCM activities to drive user adoption and user satisfaction for to-be Rubik CRM
  

• To acquire comprehensive understanding of present-day 1View CRM and to-be Rubik CRM in order to explain 1View\xe2\x80\x99s limitations and existing gaps, and how to-be Rubik CRM will improve user experience and overall CRM capabilities
  

• To conduct change impact analysis across all channels and respective CRM functions to identify user needs and facilitate planning for user adoption
  

• To champion awareness and buy-in across different CRM user groups i.e. Branch, Retail Telemarketing, Contact Centre, Mobile Sales, Digital across management and users. To coordinate change agents in the respective channels and monitor their deliverables.
  

• The Change Management team is expected to work very closely with Business and IT leads, including stakeholders from sales, service & support channels, product & segment owners, platform and system owners, and senior management in Consumer, Commercial and Transaction Banking.
  

Job Specification *



Qualifications (Basic Degree/Diploma etc)

Basic Degree



Professional Qualification and/or Regulatory, Licensing requirements

N/A



Relevant Work Experience

Experience in the following roles would be considered a significant advantage:

Change Management role Project Management role Team supervisory role Related experience in large-scale IT projects delivery with CRM-related experience being a further advantage



Required Competencies and Skills *



Competencies/Skills (Essential to succeed in this job)

• Large-scale change management involving organisation-wide system or platform transformation
• Coordination and organisational skillsets and ability to oversee multiple workstreams simultaneously while effectively prioritising deliverables
• Ability to influence and drive adoption across key stakeholders
• Understanding of banking products, services and functions
• Understanding of IT systems and delivery mechanisms