Job description:

Key Responsibilities: Change Readiness Assessment: Conduct thorough assessments to understand the impact of proposed changes on people, processes, and technology within the organization. Identify potential risks, challenges, and areas of resistance to change, and develop strategies to mitigate these factors. Collaborate with project teams and key stakeholders to align change management activities with project timelines and objectives. Change Management Planning: Develop comprehensive change management plans that outline strategies, tactics, and resources needed to support successful change adoption. Define clear objectives, milestones, and success criteria for change initiatives, and establish mechanisms for tracking progress and measuring outcomes. Identify and engage key stakeholders across the organization to build support and commitment for change efforts. Communication and Stakeholder Engagement: Develop and execute communication plans to ensure timely and transparent communication about changes, including the rationale, impacts, and benefits. Facilitate stakeholder engagement activities, such as workshops, focus groups, and feedback sessions, to gather input, address concerns, and build consensus. Provide ongoing support and guidance to project teams and stakeholders to maintain momentum and manage resistance throughout the change process. Training and Development: Collaborate with subject matter experts to develop training materials, job aids, and resources to support skill development and knowledge transfer related to change initiatives. Deliver training sessions and workshops to equip employees with the knowledge and skills needed to adapt to new processes, systems, and ways of working. Monitor training effectiveness and identify opportunities for additional support or reinforcement as needed. Change Sustainability and Continuous Improvement: Establish mechanisms for capturing feedback and insights from stakeholders to inform ongoing refinement of change management approaches and strategies. Monitor and evaluate the impact of change initiatives on organizational performance, employee satisfaction, and other key metrics. Provide recommendations for adjustments or enhancements to change management plans based on lessons learned and best practices.Requirements: Bachelor s degree in organizational development, Business Administration, Psychology, or related field. Proven experience in organizational change management, preferably within a corporate environment. Strong understanding of change management principles, methodologies, and best practices. Excellent communication, facilitation, and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization. Demonstrated ability to manage multiple projects simultaneously and drive results in a fast-paced, dynamic environment. Certification in change management (e.g., Prosci, Change Management Institute) is a plus.The Organization Change Management Specialist plays a critical role in driving successful change adoption and transformation within the organization, ensuring that changes are effectively communicated, understood, and embraced by employees to achieve desired business outcomes.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen