The job holder manages communication activities, user support, content development on digital channels and supports users on the implementation of change/adoption.
The job holder supports the implementation organization of the Bank's culture and core values programs for the Human Resource Division
Key Accountabilities (1)
Change Management Support
Conduct change impact assessment and stakeholder analysis (for internal and external stakeholders).
Developed change management plans.
Engage and support stakeholders through change implementation.
Develop and implement communication plans and track progress.
Evaluate and report on performance results / efficiency of communication and transformation change implementation activities.
Support design, planning, pilot preparation and implementation of initiatives.
Prepare reports for discussions and updates on transformation initiatives.
Prepare requirement specifications from customer journeys and define needs
Key Accountabilities (2)
User Support và Communication Collaterals
Develop and manage user manuals / guidelines, materials, customer support scripts.
Partner with feature development teams to design and develop digital user experience, plan and develop useful, usable content including instructional text, error and confirmation messages.
Translate complex concepts into easy-to-understand interactive experiences to support online users to complete interactions smoothly and effectively.
Create and manage content on digital channels for new features.
Create, edit and manage content for communication campaigns.
Actively research, collect information, update new market trends to develop new content strategy.
Conduct surveys, collect, manage customer feedback, propose solutions to provide improved support to users.
Key Accountabilities (3)
Key Relationships - Direct Manager Head, HR System Administration
Key Relationships - Direct Reports None
Key Relationships - Internal Stakeholders Teams within the HR Division and relevant departments in the Bank.
Key Relationships - External Stakeholders Partners providing professional services
Success Profile - Qualification and Experiences Domain Expertise
More than 07 years of experience in the same field.
Demonstrated experience supporting change management strategies and plans
Superior writing, editing, and proofreading skills in English and Vietnamese languages
Experience planning for and developing useful and usable content
Experience supporting project management and organizational change projects
Demonstrated experience creating online/digital content and executing on content strategy within the interactive space