Head, Process & Change Management

About the Job

Lead and manage a team of CITS internal staff, CITS contract staff, and non-CITS internal Business Analysts to document, review, streamline, improve, and harmonise business processes across SUSS. Drive process optimisation initiatives to enhance the efficiency and effectiveness of end-to-end academic and administrative operations. Ensure successful alignment and smooth implementation of projects under the Student Information System (SIS) Programme.

What You Will Be Doing

Key Responsibilities: 

Process Improvement & Streamlining

• Guides and drives the functional tracks of the SIS program based on the agreed objectives, design principles and desired outcomes.
• Advises the Business Process Owners to ensure that processes are streamlined and designed efficiently and effectively.
• Leads and guides the Functional Team in defining and harmonizing business requirements across processes.
• Evaluates impact of functional scope changes and instructs the responsible party to act.
• Ensures that project timeline is well harmonized with business cycles. Works with Business Process Owners to resolve conflicts of priorities in terms of user resource commitment.
• Oversees and coordinates User Acceptance Test (UAT) for in-scope business processes and systems.
• Supports Business Process Owner and Functional Team in preparing user guides.
• Identifies potential project issues and risks, escalates as needed.
• Attends Project Management Team and Steering Committee meetings.

Change Management & Training

• Develops the change management strategy.
• Determines current state of readiness for change to identify potential areas of focus.
• Identifies key stakeholders and impacted groups for engagement.
• Clarifies Project/Business Sponsors’ vision to attain business alignment and project vision and goals.
• Aligns stakeholder understanding by communicating identified key messages to all stakeholders.
• Obtain stakeholder buy-in through involvement and consultation.
• Designs and executes project launch campaign with strategies to support transitions.
• Identifies activities that will maximize change readiness.
• Plans for formal, ongoing project communication.
• Evaluates the effectiveness of the change management actions and adjust if necessary.
• Undertakes organizational impact analysis.
• Conducts training needs analysis and implements the training plan.
• Organizes clinic sessions to provide post-live support.

Team Leadership 

• Coach, develop and provide guidance to Business Analysts (both direct and indirect reports).
• Provide leadership in stakeholder management (especially at Project Steering Committee meeting).

Job Requirements

• Bachelor’s or Master’s Degree.
• Certification in CBA, CBAP or CCMP will be an added advantage.
• At least 15 years of working experience.
• Familiar with student lifecycle processes – admission, enrolment, internship, student exchange, student financials, CCA, exam processing, graduation, alumni engagement, lifelong learning, etc.
• Strategic and Tactical – ability to see the big picture, conceptualize ideas and turn into execution plan.
• Communication skills – ability to present/sell ideas, persuade buy-ins, engage users and build network within and across institutions.
• Management skill – ability to balance the demands of multiple departments, oversee concurrent projects, and prioritize conflicting needs.
• Experience in business process re-engineering, design thinking and system implementation.
• Knowledge of purpose-built solutions that support academic processes.