Change Manager

The Change Manager is responsible for developing and implementing change management strategies that ensure the successful adoption of organizational, process, technology, and cultural changes. The role focuses on minimizing resistance, maximizing employee engagement, and achieving desired business outcomes through effective stakeholder management, communications, training, and change readiness initiatives.

Change Strategy & Planning

• Develop and execute comprehensive Change Management Plans for all programmes
• Conduct change impact assessments across people, process, technology and culture dimensions to determine the scale and complexity of change.
• Define change readiness baselines and develop roadmaps to close identified gaps within agreed timelines.
• Collaborate with Programme Managers and Project Sponsors to integrate change workstreams into overall project plans

Stakeholder Engagement & Management

• Map and manage stakeholder landscapes; develop targeted engagement strategies for senior executives, middle management, staff, regulators and customers.
• Facilitate executive alignment sessions, working groups, and leadership briefings to build change sponsorship and coalition.
• Identify resistance patterns and deploy targeted interventions to sustain engagement throughout the change lifecycle.

Communications Management

• Design and execute multi-channel communication plans that support awareness, understanding, and commitment at each stage of the change journey.
• Co-author high-quality change communications including executive messages, town hall presentations, FAQs, newsletters and intranet content.
• Ensure messaging is consistent, timely, and aligned with the organisation's brand and regulatory communication standards.

Training & Capability Building

• Conduct training needs analyses in conjunction with HR to identify skill and knowledge gaps introduced by the change.
• Track training completion rates and assess knowledge retention through evaluations and post-training assessments.

Change Adoption & Benefits Realisation

• Define and monitor change adoption metrics, KPIs, and leading indicators to measure progress and benefits realisation.
• Conduct post-implementation reviews (PIRs) and lessons-learned sessions; embed findings into future change programmes.
• Maintain a change adoption dashboard and provide regular reporting to the Strategy and Change Management Office and steering committee.

Governance & Risk Management

• Maintain change management governance frameworks, templates, and toolkits in line with PROSCI, ACMP, or equivalent methodologies.
• Identify and escalate change-related risks and issues; develop mitigation plans in collaboration with Risk and Compliance teams.
• Ensure all change activities comply with relevant financial regulations, data protection and internal policies

Principle output for this role

• Share regular reports on change project status (Weekly, Monthly and Quarterly reports)
• Conduct periodic post implementation review of change projects post launch (quarterly, bi-annual and annual) to support corrective actions
• Develop targeted engagement strategies
• Design and execute multi-channel communication plans that support awareness, understanding, and commitment
• Conduct training needs analyses in conjunction with HR to support learning
• Governance & Risk Management- Maintain change management governance frameworks, templates in line with applicable methodologies.
• Stakeholder engagement
• Scale adoption rates.

• Bachelor's degree in Business Administration, IT, Project Management, Organizational Psychology, Finance or a related field (Essential).
• Postgraduate qualification (MBA or Master's) in Change Management, Organizational Development, or related discipline (Desirable).
• Change Management Certification e.g. PROSCI, ACMP CCMP designation (Essential)
• Minimum 6 – 8 years of relevant experience with at least 3 years in change management.
• Demonstrable experience leading end-to-end change on medium-to-large-scale, complex programmes
• Proven track record of delivering measurable change adoption outcomes.
• Familiarity with Kenyan and East African financial services regulatory landscape (CBK, CMA, IRA) is a strong advantage.
• Familiarity with project management methodologies (Agile, Waterfall, PRINCE2)

Technical competencies

• Strong analytical, modelling, commercial acumen and problem-solving skills
• Proficiency in Excel, PowerPoint, and PM tools (e.g., MS Project, Smartsheet)
• Solid customer service attitude with excellent negotiation skills
• Solid background in project management, financial services, and a passion for driving results

Critical success factors / competencies

• Demonstrate a strong understanding of financial services and industry trends to inform project decisions
• Analytical rigour: Uses data to drive change decisions; designs robust measurement frameworks; interprets quantitative and qualitative adoption evidence
• High attention to detail and structured documentation
• Resilience & Agility: Maintains effectiveness under pressure; pivots change plans swiftly in response to regulatory changes, market disruptions, or executive direction.
• Integrity: Acts in line with legal, regulatory, professional, and ethical standards.
• Results orientation and operational efficiency: Focuses on achieving maximum performance and driving continuous improvement.
• Strong communication skills and interpersonal skills and collaboration abilities
• Stakeholder management: Pro-actively adapts own style and approach to build rapport, and work with others more effectively. (Collaborate with cross-functional teams).
• Strength in problem solving, issue-resolution and ability to work in a deadline-driven work environment.
• Passion for continuous learning and keeping up with industry trends and best practices.