Change Manager - Customer

The City of Casey is one of Victoria’s largest and one of the fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents who call Casey home.

Our workspace is located within Bunjil Place, located in Narre Warren, which is a must-visit destination in Melbourne’s southeast.  Bunjil Place reflects and enhances the city’s rich diversity, inspiring an energetic and cosmopolitan atmosphere; and has become a lively meeting place.

What we can offer:

• A supportive learning culture with an unlimited training budget, where you can broaden your skillset and gain extra qualifications.
• Change Management Certification course paid for by City of Casey.
• A hybrid and flexible workplace. Choose the hours to suit your lifestyle.
• Multi-award-winning architectural office building with equipped kitchens, onsite Café, Library, and so much more.
• 2 minutes’ walk to Westfield shopping centre, free onsite carpark, gym/pool with discounted memberships and free workout Wednesday.

Benefits | City of Casey

We live our values of dreaming big, empowering each other, and making our community proud.

A bit about the role

Working in the Enterprise Portfolio and Change Team, you will work lead the Change Management delivery for the Customer Service stream of Casey’s Transformation Program.

You will deliver end-to-end enterprise and transformational Change Management across Council, which is effectively and proactively managed and ensures that the affected business areas are engaged and involved in change activities. It also ensures smooth personal transitions, and that employees and teams are supported through change interventions that drive adoption and benefits.

What you’ll deliver

• Change impact assessments to evaluate the impact of planned changes.
• Change management plans.
• Identification of change risks, developing risk mitigation solutions.
• An understanding of, and manage, anticipated change resistance.
• Change management artefacts utilising the City of Casey’s change methodology.
• Communications, coaching and training to support changes.
• Success metrics and measure performance.
• Provide reporting and other updates to management and project teams.

What you’ll bring

• A minimum of 5 years of experience working within the Change Management field.
• An appropriate Change Management certification e.g., PCI, APMG, Agile Change Leadership, Prosci, or demonstrated equivalent competency an advantage.
• Experience and demonstrated track record in applying Change Management principles, methodologies, and tools for multiple projects, particularly change impact assessments, stakeholder management, engagement, communication, and training plans.
• Working knowledge of customer contact centres or other multi-service environment
• Previous experience in delivering in a complex multiple project setting.
• Experience in implementing a new customer service model and customer service platforms.
• Effective facilitation and influencing skills at the c level.
• Proven ability to establish and maintain strong relationships at all levels of the organisation with exceptional interpersonal, written, and verbal communication skills.
• Familiarity with project management approaches, tools and phases of the project lifecycle.
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.
• A curious, collaborative, and inclusive community mindset.

What’s next?

If you think this role might be for you, we would love to hear from you.

Please apply by following the links and attaching a cover letter and resume. We do not require any selection criteria to be addressed.

Position Description:  Change Manager - Customer

To find out more about the role, please contact Lara Yachou-Wos, Transformation Change Lead, on 9705 5200 and **********@casey.vic.gov.au.

Applications will be accepted until 11.55pm on Tuesday 12th March 2024

We encourage people with a disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this position.

The City of Casey has zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.

The City of Casey reserves the right not to make any appointments for this position.

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Dream Big, Empower Each Other and Make our Community Proud.