VP of Change Management

Description

Summary:

The VP of Change Management is an experienced leader who is responsible for building out and running a formal change management process for the Call Center channel of business while ensuring Enterprise-wide initiatives are considered to ensure zero disruption to the business.  This role will ensure effective, consistent delivery of changes and new initiatives without any detrimental impact to the business. The VP will foster effective cross-functional collaboration and communication to enable strategic and efficient delivery of Freedom Mortgage initiatives with the goal of improving the overall customer and employee experience.

Essential Job Functions may include:

• Develop and implement a change management process within the Call Center using best practices
• Manage end-to-end activities and communication for change management
• Minimize the risk of exposure, impact and disruption by implementing changes successfully the first time
• Facilitate changes without unnecessary bureaucracy or control
• Implementation and oversight of a change management database and dashboards
• Provide training and guidance for new team members and partners
• Collaborate with Origination Channel leaders to ensure intersecting initiatives are properly exposed, prioritized and planned for
• Partner with business and IT leaders to ensure seamless integration with policies and procedures
  • Analyze interdepartmental handoffs and intradepartmental efficiency
  • Support the Operational Excellence team in achieving key objectives and overcoming challenges
  • Possess a positive high energy level, sense of urgency, creativity and decisiveness
  • Demonstrate strong interpersonal skills, organization maturity and ability to develop a network of trusted relationships with peers and other business partners

Other Related Duties:

Performs other related duties as assigned

Supervisory Responsibilities:

This position may have supervisory responsibilities

 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required

Education and/or Experience:

• Bachelor’s Degree preferred
• 5+ years’ experience in Change Management

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Personal/Organizational Contacts:

Regular and substantial contact with others. Contacts usually involve discussions related to policies and programs. Handles sensitive, complex, and/or confidential information.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks and responsibilities require integration of diverse functional areas and involve variables that are more abstract. Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination.

Independent Judgement/Problem Solving:

Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor. Strategic issues are referred to supervisor.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

 

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

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