- Devise structured process frameworks to lead and drive change management activities for the Customer Services/ Experience organization.
- Collaborate with stakeholders across products and business functions to identify requirements, designing the strategic approach to managing change and support operations for the Customer Services unit.
- Evaluate the impact of change, identifying risks and developing risk mitigation tactics.
- Identifying and managing anticipated resistance to change.
- Leading change management work streams.
- Supporting development of resources and communications relevant to change initiatives, including creating documentation for knowledge transfer.
- Defining success metrics and measuring performance against these. Drive and support modification to processes to refine and enhance results.
- Providing reporting and other updates to management and project teams
- Strong Payments Operations background and a broad understanding in Payments as a domain, including Payment Types / Payments across various currencies / Tech and Product around Payments
- Experience of working in a fast-moving Fintech firm
- Effective facilitation and influencing skills
- Strong stakeholder management skills
- Conflict resolution and negotiation skills
- Good listening and communications skills
- Strong business acumen
- Project management and planning skills
- Analytical mindset and critical thinking
- Able to cope with pressure
- Good problem-solving skills
- Team player & able to collaborate with others
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