Senior Change Management Coordinator - Dividend

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Position not available for immigration sponsorship.

GENERAL FUNCTION: Partner with leadership to identify and implement opportunities to improve the customer and employee experience.Create change management and communication strategies to prepare employees for that change and collaborate with leadership and business partners to ensure key stakeholders are apprised of the change to be implemented. Leverage data and employee/customer feedback to monitor the effectiveness of the changes in strategy and/or processes.Ensure optimal delivery of training as needs are identified, enhancing the competencies of individual employees.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Identify potential issues and make recommendations to execute solutions to mitigate risk (verification, procedural errors, reputational risk, fraud, etc.).

• Review complaints by capturing and analyzing data to highlight findings and trends with key stakeholders.

• Identify, plan, and implement organizational process improvements to reduce costs, defects/errors, rework, etc.

• Create actionable deliverables for the three-phase change management process: Preparing for Change, Managing Change and Reinforcing Change.

• Actively participate in process improvement initiatives to create and deliver new procedures to Department.

• Champion change management exercises and oversee any new training related to changes to the system, process, and policy/procedures. Ensure training environment is tailored to stimulate learning and skill development.

• As needs are identified through the change management process, ensure consistent execution. Report on effectiveness of education and overall results to senior leadership, coaching to address identified performance concerns or opportunities. Ensure training schedule supports business needs with ability to adapt to changing environment.

• Serve as a subject matter expert across the department, staying current with changes and new regulations, guidelines and investor standards.

• Solicit feedback and partner with key stakeholders and subject matter experts throughout the Bank.

• Lead and direct the analysis of policies and procedures, including scoring systems, strategic priorities, team impacts, current regulatory focuses, previous examination findings, and input from content management, legal, compliance and business controls.

• Develop and maintain relationships between internal partners and associated line of business leaders to ensure the implementation of change across the department and related Lines of business. Actively promote a solution-oriented environment.

• May participate in value stream initiatives with product owners.

• May manage the day-to-day workflow of employees.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS, & ABILITIES REQUIRED:

• Bachelor's degree (or equivalent work experience). Degree in Business Management, Human Resources, Organizational Development, Industrial/Organizational Psychology, or related field is preferred.

• 3-5 years of experience in Learning & Development, Education, Customer Service, Complaint Resolution, Collections, or related function.

• Two+ years change managementexperience.

• Understanding of change management principles and methodologies like ADKAR and PROSCI, to provide a structured approach to change.

• Understanding of Lean Six Sigma principles; Lean Six Sigma Green Belt certification preferred.

• Experience in the banking industry strongly preferred.

• Demonstrated ability to identify process improvement opportunities.

• Demonstrated strong oral, interpersonal, and written communication skills, including editing and proofreading and presentation skills.

• Solid understanding and proven application of adult learning principals.

• Ability to translate complex problems and concepts in training.

• Detail oriented; strong analytical and decision-making skills.

• Strong collaboration skills.

• Ability to multi-task, shift priorities quickly and proven ability to work independently with minimal supervision to achieve goals and meet timelines.

• Strong organizational and project management skills.

• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.

• Experience with digital a.i / agile framework in support of project management preferred.

• Demonstrated ability to coach. Effectively coaches up, down, and across base to intermediate organizational levels.

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At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes - no matter how they are submitted - will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.