Change & Adoption Manager

Industry: Banking

Work model: Hybrid (2 days per week from Cracow office)

Contract: B2B - let me know your hourly rate

Travel: Occasional

Summary:

The Change & Adoption Manager is responsible for facilitating the transition of the business from its current operational model to a future-state model, ensuring effective adoption and readiness throughout the organization. It’s an ongoing three-year global transformation initiative focusing on transitioning from 18 platforms to a single global platform. The role requires close collaboration with Sales, HR, and Relationship Managers.

Main Responsibilities:

• Focus on moving the business from the current AS-IS model to the future-state operating model.

• Own and support business readiness and adoption as the Target Operating Model (TOM) is implemented.

• Brief and engage Sales teams and Relationship Managers on upcoming changes and their implications.

• Collaborate closely with HR regarding changes to roles, responsibilities, or organizational structures.

• Ensure individuals transitioning into new or modified roles adhere to the appropriate protocols and change processes.

• Facilitate support for role changes, people impacts, and business readiness activities.

• Utilize strong organizational change and stakeholder engagement expertise, ideally within a large banking or transformation environment.

Key Requirements:

• • Significant experience leading change/adoption for large, complex technology and operating model transformations, ideally with multi-market rollouts.

  • Demonstrated ability to set frameworks and then drive execution through influence (matrix delivery, multiple stakeholders, minimal direct control).

  • Strong programme rhythm management: governance, RAID, dependency management, and escalation with options.

  • Excellent facilitation and communication skills; able to land messages with senior stakeholders and frontline teams alike.

  • Practical understanding of readiness, cutover, and hypercare needs in a regulated environment.

Nice to Have:

• Commercial cards / payments / issuing operations experience (authorisations, clearing/settlement, disputes, fraud, billing, servicing).

• Experience working with card processors/CMS vendors and implementation partners.

• Agile delivery exposure.