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Job Purpose / Mục tiêu vị trí
The position is responsible for driving effective adoption of digital transformation initiatives across Agency Distribution by ensuring digital changes are strategically planned, stakeholder-ready, clearly communicated, and sustainably embedded into day-to-day business behaviors.
This role partners with Digital platform teams, Project owners, Technology stakeholders, and Agency business teams to strengthen user adoption, minimize resistance, and improve transformation outcomes across agents, leaders, and GADs.
The role ensures digital transformation is not only launched successfully, but effectively adopted and translated into sustained operational behaviors.
Job Purpose / Mục tiêu vị trí
The position is responsible for driving effective adoption of business transformation and operational change initiatives impacting Agency Distribution. This role partners with Agency business teams and cross-functional stakeholders to ensure changes are strategically planned, stakeholder-ready, clearly communicated, and sustainably embedded into day-to-day business operations and behaviors.
The role focuses on business and operational changes including Agency BAU change initiatives, process changes, policy updates, operating model adjustments, and cross-functional initiatives requiring Agency adoption. The role ensures changes are not only implemented but effectively adopted and sustained across the Agency ecosystem
Job Responsibilities
1) Business Change Strategy & Impact Assessment: Partner with Agency business teams and cross-functional stakeholders to assess business and operational changes impacting Agency Distribution .
Assessing impacts across agents, leaders, GADs, and Agency stakeholders
Identify adoption barriers, stakeholder risks, and resistance points
Evaluate readiness for business and operational changes
Define structured change approaches aligned with business objectives
Ensure people, process, and operational impacts are appropriately addressed.
2) Stakeholder Change Planning & Engagement : Design and manage stakeholder-focused approaches for Agency business initiatives
Identify impacted stakeholder groups and required engagement levels
Define stakeholder engagement and influence strategies
Partner with business stakeholders to strengthen sponsorship and alignment
Establish structured two-way feedback mechanisms
Support change champion or local advocacy mechanisms where relevant
Proactively manage resistance and stakeholder concerns.
3) Communication & Adoption Enablement : Lead communication and enablement planning to support effective business change adoption
Develop targeted communication strategies for impacted stakeholder groups
Ensure messaging is clear, practical, role-relevant, and action-oriented
Avoid generic one-size-fits-all communication approaches
Define enablement requirements supporting operational adoption
Support rollout readiness communication
Ensuring communication and engagement activities reinforce behavioral adoption.
4) Adoption Monitoring, Reinforcement & Optimization: Monitor digital adoption effectiveness and recommend interventions to improve sustainability
Track adoption effectiveness, stakeholder response, and engagement quality
Identify adoption gaps, resistance patterns, and operational barriers
Consolidate field insights and stakeholder feedback
Recommend reinforcement interventions to strengthen sustained adoption
Support post-rollout transition into stable business-as-usual…