manager

1 week ago

Noida, Uttar Pradesh, India HCLTech Full time
Organizational Change Management (OCM) leadMain tasks:
  • Change assessments and change strategy creation
  • OCM plan creation and approach definition
  • Stakeholder analysis and stakeholder management
  • Alignment of program and project OCM activities
  • OCM material creation and approvals
  • Driving and coordinating OCM activities in HCL and customer environment
  • Managing / coordinating an engagement specific OCM team where applicableExperience: years of OCM / Communication work experience
  • Relevant education (MBA; Communications or Marketing, Prosci or ACMP certification)
  • Program / project management and stakeholder management
  • Ability to understand concepts and big picture
  • Understanding / experience of change and people s response to change
  • Experience of driving ways of working and mind set changes through global, complex organizations
  • Experience of working in the customer interface
  • Excellent written and spoken English
  • Experience of creating OCM plans and communication / training / marketing materials for large audiences
  • Hands on worker with a can do attitude (1.)
To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

(2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.

(4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

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