Requisition ID: 212444
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Purpose The Global Identity & Access Management (GIAM) organization is responsible for the execution and governance of established security controls pertaining to identity and access. This includes the centralized provisioning and periodic certification of user identities, the user accounts linked to those identities, management of privileged access, as well as the selection and integration of identity management tools.
The Change Advisory Specialist contributes to the overall success of the IS&C / Global Identity and Access Management/ IAM Shared Services Team in Canada and globally ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. The IAM Change Advisory Specialist acts as a central point of contact for managing changes including but not limited to process change, user guides and communications. The Change Advisory Specialist leads process analysis and design; stakeholder management; creation and execution of change management plans; participant/user training and knowledge transfer; project communications; and business readiness activities to support Identity and Access management products and service launches.
AccountabilitiesChampions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.Develop change management plans to assist GIAM with process changes, rollout, and any other changes that may impact other groups.Develop and facilitate communications.Manage process changes and facilitate adoption.Provide standard communication and change management vehicles to keep stakeholders aware of the changes and how the new TOM impacts their area.Build relationships with stakeholders across the organization to assist with managing the process change required.Collaborate with Product, Contact Centers, Operations, Design, and CX teams to develop change experience plans for new or changing customer experiences: map customer journeys, identify experience gaps, and advocate for less complexity and reduced customer effort whenever possible.Identify what makes change experiences bad for our customers, always operating constructively toward defining positive alternatives.Help drive the validation and enablement of customer support models at and following a launch.Coordinate workstreams and communications amongst partners to ensure channel (e.g. branch, contact centre) preparedness for supporting customers through product and service launches.Act as an expert on our customer operations, internal and customer escalations, and drive process improvements with the goal of keeping our customers happy – even when things go wrong.Ensure customer feedback is being captured, analyzed, and actioned – both in preparation for and throughout the duration of a launch, in an effort to provide the best possible customer experience.Ensure escalation of issues and blockers impeding the customer experience throughout a launch lifecycle are identified.Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.Provide empathy and an unbiased viewpoint to all aspects of work.Participate in and contribute to a collaborative, innovative, challenging, and supportive team environment.Actively pursue effective and efficient operations of respective areas in accordance with Scotiabank's Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.Champion a high-performance environment and contribute to an inclusive work environment.Education / Experience / Other InformationPROSCI certified.At least 5 years of experience in Organizational Change Management.Bachelor's degree in Business, Learning, Communications, Organization Behavior, Organization Development, or similar field.Advanced communication (verbal/written/presentation) skills in English. The same in Spanish is a strong asset. (B2)5 years providing OCM solutions in support of Information Technology projects and programs.Experience with MS365, cloud computing, and managed service environments.Organization change management program leadership experience in a variety of industries and with customers of various sizes.Post-secondary education in IT or Security related field.Location(s): Colombia : Bogota : Bogota
ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.
At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.
Job Segment: Change Management, Cloud, Call Center, Banking, Management, Technology, Customer Service, Finance
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