Manager, Change Management

  • Mar 03, 2015

These competencies describe the required behaviours and expectations for the position:


Customer Experience

Undertakes a regular exchange of information with customers and/or co-workers for mutual benefit to build a network of trust. Manages these relationships on an ongoing basis to ensure alignment and efficiency of effort.


Makes well-thought-out modifications to systems or processes to improve both their impact and performance.

Learning and Innovation

Develops a cross-boundary approach to learning by gaining information from multiple sources and encourages this in others as a strategy for continual improvement. Adapts communication for different audiences.


Acknowledges both organizational and personal capacity to change, based on what is and is not possible or probable. Knows when to say no. Changes approach accordingly, even though this may entail considerable effort to meet the organization’s needs.

Solution Focus

Analyzes relationships among several parts of a problem or situation. Demonstrates resilience by developing personal tactics and techniques to deal with issues and changes encountered in resolving problems.

Teamwork and Partnership

Makes sure the practical needs of the team are met. Uses different leadership styles in response to the needs and goals of the team. 


Effective Communication 

Uses alternative or combined communication skills. Clarifies information and concepts in terms that are appropriate. Conscious of the impact of what is being communicated. Can adapt communication and respond to others, searching for win-win solutions in situations that may be charged with dissent.

Identifying, Planning & Executing

Initiates activities involving others, organizing work to maximize overall efficiency and effectiveness while ensuring high-quality output. Develops plans to optimize available resources and adjusts decisions as required.

Impact and Influence

Seeks to get things done by taking multiple actions to have an impact on others with differing points of view.

Judgment & Decision Making 

Makes and supports or alters decisions based on the long-term implications to the customer and the organization.  Is capable of developing, modifying or using different decision-making processes to positively impact multiple stakeholders.


Engages others by developing a common understanding of the future direction, and champions initiatives that align with organizational objectives.  Effectively communicates a sense of drive and purpose to others.

Relationship Building 

Develops and nurtures contacts with individuals or groups in different parts of the organization or beyond the organization. Establishes broad-based relationships, networks or groups to facilitate opportunities to discuss and share information.