Change Management Manager

6 days ago


Toronto ON, Canada CLHIA Full time

We work alongside our members to advance public policy solutions that ensure a sound and vibrant life and health insurance industry that allows Canadians to enjoy greater financial security and access to valuable supplementary health benefits. This position is currently a hybrid position where you are expected to attend the Toronto office at least 2 days a week.

Independent – you are self-motivated and manage your time well. Flexible – this is a position where you will have to approach an issue through different angles and the ability to analyze a situation or problem.


The CLHIA has undertaken a multi-year technology initiative to replace many core business systems. This project includes 3 key areas of:
collaboration, member directory, and web publishing.

Reporting to the Project Manager (PM) and working closely with the Implementation Manager (IM), as well as the CLHIA IT team, this position will support the successful adoption and change within the organization as the project team implements the new systems across the organization. This role is expected to be a 2-year contract.

Manage organizational change:

Work with individuals to anticipate and facilitate change adoption by the business (processes, leaders, and staff).
Escalate people, process, and change/adoption risks and issues to the PM, IM, or IT as appropriate while thinking “one level up” and providing suggestions on how to mitigate these risks and issues.
Develop and administer a change control process ensuring smooth, orderly and well managed and documented changes as they arise.
Support training and user adoption:

Facilitate and create training documentation with input from our vendors.
Training and onboarding staff and members to the new systems.
Create, empower and leverage a support network with internal power users and the project team.
Ensure a smooth handover to end users in the CLHIA from the project (including IT area).

Align solutions to business requirements:

Work with the project team and business users to define, document and implement new business processes as needed.
Support the team in ensuring alignment between business needs, system specifications, and technology solutions delivered.
Support user testing and adoption.
Drive a philosophy of continuous improvement where user experience is captured on an ongoing basis and feeds the next iteration of technology requirements and evolution.

Recommend and support a new go forward governance process for business process and application management including data stewardship within the CLHIA.


10+ years' experience as business system analyst with change management and application transition experience.
~ Change Management Certification (e.Experience working in environments where technical aptitude of business users is low and resistance to change high.
~ Experience in the life and health insurance industry, and/or experience with member-based organizations is an asset.
~ Experience with MS Suite of tools including SharePoint, Office 365 (Word, Excel, PowerPoint, & Visio), Teams, CRM tools like MS Dynamics 365 and Content Management solutions like Sitecore.
~ A self-starter with leadership, organizational, and time management skills to manage multiple tasks, activities with tight deadlines and sometimes changing priorities.
~ A roll up your sleeves attitude supporting a small project team implementing big changes.
~ A problem solver with analytical abilities to be able to come up with creative solutions while being able to keep an eye on the larger picture.
~ Bilingual (English/French) or ability to read and speak some French is an asset.


On request, we provide accommodation for applicants with disabilities in accordance with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005.


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