Job Purpose:

• The Change Manager – AI & Automation will lead the people, culture, and adoption aspects of the Bank’s AI and automation journey/strategy. 
• The role will be responsible for building understanding, trust, and acceptance of RPA and AI across the bank, addressing resistance, aligning stakeholders, and ensuring that automation initiatives translate into sustained business adoption and value.
• This role is critical in a nascent automation environment, where AI and RPA are new concepts to many stakeholders and where effective change management is essential to mitigate fear, misinformation, and adoption risk.

Key responsibilities:

Change strategy and adoption planning:

• Develop and execute a structured change management strategy for AI and automation initiatives across the Bank.
• Define change impact assessments for automation initiatives, including people, process, skills, roles, and operating model implications.
• Create phased adoption plans aligned to automation rollouts, ensuring readiness before go-live.
• Support in developing an AI maturity model – 5 years plan.

Stakeholder engagement and alignment:

• Identify and map key stakeholders across Business Units, Operations, IT, HR, Risk, Compliance, and Audit.
• Act as a trusted liaison between technical automation teams and business leaders to ensure alignment and shared understanding.
• Facilitate leadership alignment sessions to clarify the intent, scope, and limitations of AI and RPA.
• Proactively identify and address resistance, misconceptions, and concerns related to automation and AI adoption.

Communication and awareness:

• Design and deliver targeted communication plans that demystify AI and RPA for different audiences (executives, managers, frontline staff).
• Translate technical automation concepts into simple, business-friendly language.
• Develop FAQs, briefing packs, success stories, and use-case narratives to build confidence and trust in automation initiatives.
• Actively participate in the show and tell sessions and support in clarifying issues raised.

Capability building and AI literacy:

• Support the development and rollout of AI and automation awareness programs, including introductory training, workshops, and roadshows.
• Work with HR and L&D teams to embed AI and automation literacy into learning curricula.
• Promote a culture of continuous improvement, innovation, and responsible use of AI.

Change risk and governance support:

• Identify people and adoption risks associated with automation initiatives and propose mitigation actions.
• Ensure change activities align with bank policies, ethical AI principles, and regulatory expectations.
• Support internal and external audit engagements by providing evidence of structured change management and adoption controls.

Benefits realization and feedback:

• Track adoption metrics (usage, compliance, satisfaction) post-implementation.
• Gather feedback from business users and stakeholders to inform continuous improvement.
• Partner with reengineering and automation teams to ensure automation delivers intended business outcomes.

Academic Qualifications:

• Bachelor’s degree in business administration, Human Resources, Communications, Psychology, Organizational Development, or a related field.

Professional Qualifications / Membership to professional bodies/ Publication:

• Certified Change Management Professional (Prosci, ACMP, or equivalent).
• Agile Change Management certification.
• Training or certification in Digital Transformation or AI fundamentals.

Work experience required:

• 5–8 years’ experience in change management, organizational transformation, or enterprise adoption initiatives.
• Proven experience supporting technology-enabled change in banking or other regulated environments.
• Hands-on experience managing resistance and cultural change during digital, automation, or systems transformation.
• Experience working with senior leadership and cross-functional stakeholders.
• Exposure to AI, RPA, or digital transformation initiatives is strongly preferred.

Competencies:

• Deep understanding of change management methodologies (e.g., Prosci ADKAR or equivalent).
• Strong stakeholder management, facilitation, and influencing skills.
• Excellent communication and storytelling abilities.
• High emotional intelligence and conflict management skills.
• Ability to simplify complex technical concepts for non-technical audiences.
• Strong planning, execution, and follow-through capability.
• Comfort operating in ambiguity and early-stage transformation environments.