External Relations and Client Change Management Lead, Payments Modernization

  • Full-time

Company Description

Central 1 is the partner of choice for financial, digital banking and payment products and services – fueling the success of businesses across Canada. With $16.9 billion in assets, we leverage our scale, strength and expertise to power progress for more than 225 credit unions and other financial institutions, enhancing the financial well-being of more than five million customers from coast to coast. For more information, visit Central1.com.

Because of COVID19, all Central1 offices are currently closed to non-essential employees. This role will see you working remotely until our offices are reopened. The timeline to reopen is still under consideration, as are our future remote working policies.

Job Description

Payments Modernization is a multi-year initiative that involves significant changes at the Central 1 level and the client level. The External Relations and Client Change Management Lead will work in a highly dynamic payments program environment and is responsible for identifying what is needed for clients to seize the opportunities of payments modernization and supporting their enablement. 

You will be responsible for leading thought leadership for the relationship management team on what needs to happen, when and how.  You will also be engaging with key stakeholders, such as banking host system providers, to accelerate change and raise understanding of their role in change management.  It also means education, awareness and engagement with clients as well as consultation to get their advice through a variety of platforms and forums.  You will also be contributing to payments strategy by securing market feedback and insights. 

Responsibilities

  • Co-ordinates with multiple teams such as the C1 Payments project teams, Client Delivery, Client Relationships, Payments Operations and Communications to ensure overall oversight into external banking host readiness, Internal C1 operational readiness, client operational readiness, client technical readiness, client readiness onboarding, client readiness signup and document directory.
  • Formulates and implements a sustainable change management methodology, designs and implements actionable and targeted change management plans and deliverables ensuring adoption of the changes required by the multiple Payments Modernization workstreams, in the desired sequence of rollout.
  • Identifies/ analyzes/ prepares risk mitigation and anticipates/ prescribes remedies for any anticipated resistance, in the context of Change. Develops insights related to change management risks and impacts and communicate those insights clearly and succinctly.
  • Establishes a two-way communication process with project participants and stakeholders (internal and external) outside of the project team, to maintain support, negotiate priorities and ensure the change initiatives stay on track.
  • Act as liaison with internal project teams and Client Delivery/ Client Relationships to ensure data and materials are transmitted accurately, deadlines are clear, meetings are scheduled, and communication is consistent.
  • Leads the planning and co-ordination of any training requirements, preparation and distribution of any training materials, for external clients, in support of the rollout of changes efforts. The accountability to prepare the materials lies with the individual project workstreams.
  • Works with the Project Managers in establishing an overall planning process; integrating change management activities into project plans.
  • Contributes to the development of KPIs; measuring success metrics and monitoring change progress.
  • Provides post-implementation status updates and second line support to stakeholders to ensure ongoing project success. First line support is provided by Client Delivery and Client Relationships.
  • Maintains an awareness of competitive best practices and emerging trends around change management and ensuring strategic initiatives continue to be competitive and support the business lines’ objectives.
  • Assist with monthly PCAC meetings materials preparation and co-ordination, and additional engagements around PCAC specific for Top 30 and Small CU contributors.

Qualifications

  • 5+ years of change management experience, managing stakeholders up to the Executive level to drive adoption of complex initiatives across multiple stakeholder groups
  • Superior communication and presentation skills including the ability to simplify complex information to drive impact
  • Excellent project management and leadership skills
  • Proven self-starter with strong initiative, motivation and the desire to process improve
  • Proficiency with Microsoft Office suite specially MS PowerPoint and Excel
  • Ability to work under pressure with multiple deadlines
  • Strong ability to influence, drive through change and bring people together to deliver results

Nice to have

  • PROSCI Change Management Certification
  • PMP certification
  • Credit Union system experience

Additional Information

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements and ample vacation time.

Central 1 is committed to building a diverse and inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We are welcoming of all applicants and we will provide an accessible candidate experience.

Reporting to: VP, Payment Strategy and Relationships
Grade: F
Location: Remote. Ideal locations are Vancouver, BC, Mississauga, ON or Toronto, ON