Change Management Specialist - WAM CSD

Change Management Specialist - WAM CSD

Position Description
We are seeking a Change Management Specialist to ensure that both business and technology changes are effectively translated into operational success, with a strong focus on the people side of change. Acting as a bridge between business stakeholders and technology teams, the role supports smooth adoption, minimizes disruption, and drives measurable improvements in efficiency, productivity, and service delivery. Success in this role requires a results driven mindset, high adaptability, and the ability to manage ambiguity in fast paced environments. Transfer Agency expertise is considered a critical asset. 
EDUCATION:

. College Graduate; any financial, accounting, business related course is a plus

CAREER EXPERIENCE:

. Proven experience in change management, business transformation, or operational improvement roles.
. Demonstrated ability to lead or support end to end change initiatives, including system implementations, platform migrations, process improvements, and conversion projects.
. Strong understanding of end to end operational processes, customer journeys, and service delivery models.
. Working knowledge of change management frameworks (e.g., ADKAR/Prosci) and experience applying Lean or Six Sigma principles.
. Familiarity with structured project delivery approaches (e.g., Agile, Waterfall, or hybrid models).
. Transfer Agency domain knowledge or expertise is highly preferred.

SKILLS:

. Change Management & Adoption: Ability to oversee and deliver structured change plans covering communication, training, stakeholder engagement, and business readiness across the project lifecycle.
. Business & Technology Liaison: Acts as the key link between business and technology teams, translating business needs into clear, user focused requirements and facilitating cross functional workshops for shared understanding.
. Process Improvement & Operational Efficiency: Proven ability to identify and lead initiatives to streamline processes, conduct process mapping and root cause analysis, optimize workflows, and drive automation.
. Analytical & Problem Solving Skills: Strong analytical capability to conduct impact assessments and gap analysis, interpret data, identify trends, and define/monitor KPIs to measure change adoption and business outcomes.
. Project Leadership: Capable of managing timelines, dependencies, and deliverables for transformation and improvement projects from planning through execution, including coordinating cutover and post implementation (hypercare) support.
. Stakeholder Engagement & Communication: Excellent written and verbal communication skills with the ability to translate complex concepts into clear messaging, influence stakeholders across all levels, and build strong cross functional relationships.
. Tools & Systems Proficiency: Experience with process/data analysis and reporting tools (e.g., Visio, Excel, Tableau) and familiarity with project/collaboration tools (e.g., JIRA, Confluence, MS Project, Teams).
. Continuous Improvement: Champions a culture of continuous improvement, captures lessons learned, and uses feedback and KPIs to drive targeted enhancements.

Other Expectations 

. Schedule Adherence: Complies with assigned shift schedules (including but not limited to start time, end time, and breaks/lunch); follows rest day schedules; adheres to leave filing policies outlined by the engagement/company.
. Quality Compliance: Delivers service that meets or exceeds quality standards and takes prompt action to correct any deficiencies in performance or process.
. Teamwork and Communications: Actively participates in team and company meetings; supports team members by acting as a backup when needed; shares frontline insights and client feedback to drive service excellence.
. Collaboration: Engages with peers and leaders across different functions to ensure smooth service delivery and to support overall team goals.
. Continuous Improvement: Demonstrates initiative in identifying service gaps or process inefficiencies and contributes ideas to improving the client experience and operational effectiveness.
. Feedback Driven: Embraces feedback from peers, supervisors, QA, managers, directors, and others; uses insights to continuously enhance performance and client interactions.

Your future duties and responsibilities

Required qualifications to be successful in this role

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