Change Management Manager - Contract Position

Job Title

Job Description Summary

Job Description

Key Responsibilities:

• Develop and implement a Governance Model that aligns with the strategic direction of the partnership by promoting consistent information sharing, leadership alignment, visibility to continuous improvement efforts, progress reports regarding account performance and strategic priorities, and feedback collection at all levels.

• Design and implement a comprehensive Change Management Strategy & Plan that enables the Continuous Improvement Roadmap for the CF Account Team. Includes these core components:

• Stakeholder Analysis that defines key CWS & CF stakeholder groups, identifies their overarching change management needs / preferences, with recommendations on how to address them.

• Communication Plan that drives preparedness and adoption of key initiatives across the account, including:

• Training Plan that teaches CWS account team members new knowledge, skills, and behaviors required to use new technology effectively and adopt process improvements. Includes designing role-based learning journeys that optimize the learning experience for corporate-mandated, service delivery, and special project-based trainings.

• Measurement Plan that gauges engagement, change readiness, adoption, and opportunities for enhancement.

• Positive Reinforcement Plan that recognizes desired behaviors of employees throughout key changes.

• Design, develop, and implement the Communication, Training, and Measurement activities defined in the above plans, from May - August 2025.

• Collaborate with the account People Partner, Transition Lead, and Account Director to plan, coordinate, and implement a Service Delivery Onboarding Program aimed at establishing uniform operations and practices across the CF portfolio.

• Collaborate with CF account leadership and key CF leaders on all deliverables.

• Apply CWS Change Management best practices to all deliverables.

Assumptions:

• This role does not own the Transition Plan design, development, or delivery but handles internal and external communications within that plan.

• HR People Partner and Transitions support will be needed for designing and delivering the Service Delivery Onboarding Program.

• This role does not manage the Quality Assurance Technology Platform Integration's design, project management, or implementation.

Deliverables Summary:

Date Deliverable -

C&W Services + Cadillac Fairview Governance Model

Supports the strategic direction of the CWS + CF partnership by fostering more consistent information sharing, stronger leadership alignment, better visibility to continuous improvement efforts, progress reports regarding account performance and strategic priorities, and more feedback gathering at all levels. Defines:

• Meeting cadences

• Decision rights

• Meeting owners

• Change Management planning and delivery ownership and knowledge transfer plan

• Continuous Improvement Roadmap status reporting and KPIs

• Risk / issue management

Day 90

Service Delivery Onboarding Program

Comprehensive onboarding plan that seeks to implement consistent operations and ways of working across the CF portfolio. Includes comprehensive training program leveraging best practices from across CWS Client Services, and adopts Standard Operating Procedures as determined by the Service Delivery Training Team's Ops Standards Committee.

Day 30

Change Management Strategy & Plan

Defines how key activities on the Continuous Improvement Roadmap will be successfully adopted by the CF Account Team. Includes:

• Stakeholder Analysis that defines key CWS & CF stakeholder groups, identifies their overarching change management needs / preferences, with recommendations on how to address them.

• Communication Plan that drives preparedness and adoption of key initiatives across the account, including:

• The Day-One Start Up / Transition

• Service Delivery Onboarding Program

• The OneCF Employee Program

• Quality Assurance Technology Platform Integration

• Training Plan that teaches CWS account team members new knowledge, skills, and behaviors required to use new technology effectively and adopt process improvements. Includes the designing role-based learning journeys that optimize the learning experience for corporate-mandated, service delivery, and special project-based trainings.

• Measurement Plan that gauges engagement, change readiness, adoption, and opportunities for enhancements.

• Positive Reinforcement Plan that recognizes desired behaviors of employees throughout key changes.

Day 60

Communication, Training, and Measurement Activities

Design, develop, and deliver communication, training, and measurement activities defined in the Communication & Engagement Strategy while the role is active.

Day 120

Client Services Change Management & Knowledge Transfer

Using this role as a model / proof of concept, design a Change Management role approach that could be embedded into client account teams. Include archetypes for full-time and part-time and varying client billing structures.

Day 120

Qualifications and Skills:

• Bachelor's or Master's degree in Business Administration, Organizational Psychology, Change Management, Communications, or a related field.

• Proven track record of at least 4 years of experience in change management, including leading and driving change initiatives within complex organizations.

• Experience supporting large-scale transitions or transformation efforts, ideally involving frontline or distributed workforce populations.

• Strong understanding of organizational behavior, motivation and change management principles, methodologies, and tools.

• Creative problem-solving skills and a proactive approach to enhancing employee engagement.

• Demonstrated ability to collaborate across departments and influence stakeholders at different levels.

• Excellent communication skills (written, verbal, visual) with the ability to tailor messaging for a variety of audiences—from field employees to executive stakeholders

• Excellent organizational and project management skills.

• Experience in project management and the ability to manage multiple deliverables simultaneously.

• Change management certification (e.g., Prosci, ACMP) is a plus

C&W Services is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.