Change Specialist

Role Overview

MCB is committed to enhancing a seamless, world-class customer experience throughout all interactions. To support this, the Digital Business Unit's Change Management Office seeks a Change Specialist who will play a vital role in operationalizing change initiatives within the Group. This position focuses on ensuring the successful adoption of customer experience transformations through close collaboration with stakeholders.

Key Responsibilities

• Comprehensively assess and understand customer journeys or projects, performing detailed change impact analyses to identify effects on stakeholders.
• Evaluate readiness and risks associated with changes.
• Develop and implement change management strategies that keep stakeholders informed, engaged, and facilitate smooth transitions with sustainable adoption.
• Leverage lessons from previous rollouts to advise teams during implementation phases to maximize adoption of new products and processes.
• Design and deliver tailored training programs to equip impacted parties with necessary knowledge and skills, ensuring readiness.
• Serve as liaison between project/development teams and end-users, collecting and escalating feedback or issues during and after deployment.
• Provide troubleshooting and support during post-launch phases for systems or projects.
• Analyze and summarize user feedback for continuous improvement of journeys and implementations.
• Identify and map key stakeholders, managing their influence and interests effectively.
• Support the Change Lead in crafting communication plans customized for different audience segments.
• Report progress, key performance indicators, and success stories following product launches to relevant stakeholders.
• Monitor available data to confirm objectives such as adoption rates, turnaround times, and business growth are met, implementing corrective measures when necessary.
• Devise strategies to address resistance to change when needed.
• Collect feedback post-implementation to refine processes, perform lessons learned reviews, and integrate insights into future initiatives.
• Promote knowledge sharing within the team, including ad-hoc sessions related to projects or transformations.
• Create stakeholder engagement plans tailored to each group’s concerns and expectations.
• Act as a trusted advisor providing insight and guidance throughout change projects.
• Conduct post-implementation evaluations to assess effectiveness and success of change management efforts.
• Utilize data and feedback to continuously enhance change management methodologies.
• Collaborate with Change Lead on portfolio governance, identifying dependencies, risks, and synergy opportunities across change initiatives.

Required Competencies

• Strong analytical abilities.
• Excellent communication and interpersonal skills.
• Proficient presentation skills capable of simplifying complex ideas.
• Ability to manage group resistance and disruptions during training sessions.
• Quick adaptability and aptitude to learn new concepts beyond current expertise.

Qualifications and Experience

• Degree in management, human resources, psychology, project management, business administration, or related fields.
• Between 5 to 6 years of experience in business operations or related functions, preferably in banking or corporate sectors.
• Experience in change management, organizational change, or project management is advantageous.
• Familiarity with banking products, services, and operations is a plus.
• Ability to create digital content, including videos, supporting change initiatives is beneficial.
• A blend of relevant education and experience will be considered.

Application Process and Other Details

• Applicants must submit comprehensive applications with complete information and a detailed CV.
• Shortlisted candidates will need to provide a Certificate of Character not older than three months and two professional references.
• Applications must be submitted by 14 August 2026.
• The management reserves the right not to make any appointment following this advertisement.