Advisor – Operational Change Management and Business Readiness

Job Description

• Salt Lake City, UT (Hybrid)
• $50 to $60 per hour, open to negotiation
• Full-time, 24 month contract

Raise has partnered with Enbridge / Dominion Energy to support them in their hiring a team to support the integration of their Customer Care processes due to the recent utilities acquisitions that have been made within the United States (Ohio and Utah).

The Advisor Operational Change Management and Business Readiness is responsible for supporting the implementation of change initiatives across the organization.

The role will be responsible for assessing the impact of the change on employees and customers, developing and executing a change management plan, and facilitating the adoption of the new system.

Specific Accountabilities :

• Analyze the current state of the operations and identify the gaps and risks associated with the change
• Develop a change management strategy and plan that aligns with the project objectives and the companies culture and values
• Create and deliver change management activities and interventions, such as communication, training, coaching, and feedback
• Monitor and measure the effectiveness of the change management plan and adjust as needed
• Provide guidance and support to the project team and the client's leadership on change management best practices and methodologies
• Build and maintain relationships with key stakeholders and influencers across the customer care team

Scope of Work :

• 2 year multi million dollar integration project
• Supporting Customer strategy and Operational Change Management plans
• Direct Reports : Contact Centre, Billing, Payments and Collections Specialists, Process Advisors, Training Resources

Knowledge, Skills, and Abilities :

• Bachelor's degree in business, management, or a related field
• At least 3 years of experience in operational change management, preferably in a consulting or project-based environment
• Proven track record of successfully managing and delivering complex and large-scale change initiatives
• Strong knowledge of change management principles, frameworks, and tools
• Excellent communication, presentation, and facilitation skills
• Ability to work effectively with diverse teams and stakeholders at all levels
• Flexibility and adaptability to changing requirements and situations
• Certification in a recognized change management methodology (e.g., Prosci, ADKAR, Kotter) is an asset
• Highly adaptable, resilient, and flexible to changing priorities and demands.
• Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Strong analytical and decision-making skills
• Ability to travel 25%
• Knowledge of current Customer Care processes and systems will be considered an asset

Working Conditions

• Position works in typical office environment.
• Some project implementations occur overnight or on weekends and may need to be available to support and manage project go-live.
• Requires some travel to other Enbridge offices across Canada and the USA.
24 days ago