Change & Adoption Manager

Industry: Banking
Work model: Hybrid — 2 days per week from the Cracow office
Contract: B2B
Travel: Occasional

Summary

The Change & Adoption Manager facilitates the transition from the current operational model to a future-state model, ensuring effective adoption and organizational readiness. This is a three-year global transformation initiative transitioning 18 platforms to a single global platform. The role works closely with Sales, HR, and Relationship Managers.

Main Responsibilities

• Move the business from the current AS-IS model to the future-state operating model.
• Own and support business readiness and adoption during Target Operating Model (TOM) implementation.
• Brief and engage Sales teams and Relationship Managers on upcoming changes and their implications.
• Collaborate with HR on changes to roles, responsibilities, and organizational structures.
• Ensure people moving into new or modified roles follow appropriate protocols and change processes.
• Support role changes, people impacts, and business-readiness activities.
• Apply organizational change and stakeholder-engagement expertise in a large banking or transformation environment.

Key Requirements

• Significant experience leading change and adoption for large, complex technology and operating-model transformations, ideally with multi-market rollouts.
• Demonstrated ability to establish frameworks and drive execution through influence in a matrix environment with multiple stakeholders and limited direct control.
• Strong programme rhythm management, including governance, RAID, dependency management, and escalation with options.
• Excellent facilitation and communication skills, with the ability to communicate effectively with senior stakeholders and frontline teams.
• Practical understanding of readiness, cutover, and hypercare needs in a regulated environment.

Nice to Have

• Commercial cards, payments, or issuing-operations experience, including authorisations, clearing and settlement, disputes, fraud, billing, and servicing.
• Experience working with card processors, CMS vendors, and implementation partners.
• Agile delivery exposure.