Sr Specialist - Program & Project Management

Job Title Change Adoption Lead Central Global Commercial Cards Replatforming Role Purpose Own and drive the central change and adoption capability for the Global Commercial Cards Replatforming programme new issuer processor and cards management system Youll create the change framework tools and cadence that markets use to deliver local business readinesswhile directly coaching and coordinating market teams through rollout waves to achieve safe compliant adoption with minimal customer disruption Reporting Line Key Relationships Reports to Programme Director or Programme Change Lead Works closely with Market TransformationCOO teams Product Operations Servicing SalesRMs Technology Data Risk Compliance Legal Finance TrainingComms VendorProcessor implementation teams Scope Central ownership of change and adoption across multiple markets and rollout waves Establishes and governs the market readiness approach including entryexit criteria deliverables and adoption measurement Provides handson support for priority markets eg first movers highvolume markets during key stages design signoff UAT cutover hypercare Key Accountabilities 1Change Strategy Framework Standards Central Ownership Define and maintain the programme Change Adoption Strategy aligned to programme delivery operational risk appetite and market variability Produce the standard change methodology for markets templates guidance minimum requirements and recommended accelerators Set what good looks like for adoption including principles for communications training reinforcement and performance support 2Market Readiness Governance Delivery Oversight Establish a crossmarket readiness governance cadence checkpoint calls readiness reviews wave planning Define and manage readiness entryexit criteria for key milestones eg market mobilisation readinesstotest readinesstomigrate golive exit hypercare

Track and challenge readiness status dependencies and signoffs across markets escalate blockers with clear options and impacts

3Impact Assessment Operating Model Change

Lead the creation of the global impact assessment process people controls tooling and provide a structure for markets to localise it

Coordinate crossfunctional inputs Ops Service Product Tech Risk to maintain a single version of truth for changes to

Servicing journeys authorisations disputeschargebacks fraud billing reporting

Operational procedures and handoffs

Rolesresponsibilities and training needs

Ensure impacts are translated into actionable readiness tasks for each market

4Stakeholder Management Change Network

Build and run a programmewide change network market change leadschampions super users SMEs

Equip markets with engagement packs and run enablement sessions whats changing what to prepare how to measure adoption Manage senior stakeholder communications and ensure consistent messaging across geographies 5Communications Training Enablement Central Build Market Localise Own the central communications narrative and collateral core story FAQs key messages comms calendar for markets to adapt Define the training approach and minimum standards coordinate development of shared training assets with SMEs and vendors Set up tracking for training completion and effectiveness ensuring markets have reinforcement plans clinics floorwalking office hours 6Adoption Measurement Insights Continuous Improvement Capture lessons learned from pilotsearly markets and continuously improve the playbook comms and training materials Support hypercare with structured feedback loops into ProductTechOperations for fixes and enhancements 7Risk Controls Regulatory Readiness Change Perspective Partner with RiskComplianceLegal to ensure change deliverables support local control requirements and evidence needs Ensure markets maintain appropriate audit trails of readiness activities approvals and communicationstraining completion Surface crossmarket themes eg highrisk process changes and recommend mitigations Key Deliverables Programme Change Adoption Strategy central Market Readiness Playbook templates minimum deliverables checkpoints entryexit criteria Global change impact assessment and market localisation pack Communications toolkit narrative FAQs key messages calendar frontline scriptsQRGs Training standards shared training assets completion tracking approach Adoption readiness dashboard with wavelevel reporting Hypercare adoption plan and reinforcement toolkit Lessons learned repository and playbook iteration plan Skills Experience Essential Significant experience leading changeadoption for large complex technology and operating model transformations ideally with multimarket rollouts Demonstrated abil