Change Lead

About Symcor
Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. If you need accommodation for the interview process, just let us know
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**The Opportunity**:
Responsible for leading discussions with clients and Symcor stakeholders to clearly define requirements for accurate and timely assessment and execution of Change Requests, ranging from simple to complex. This role ensures that Symcor’s response documentation accurately captures proposed solutions, pricing, timelines, fallback plans, and other essential details. It also involves supporting issue resolution during implementation, overseeing internal and external reporting on each change's lifecycle, and leading weekly client discussions. Post-implementation tasks include coordinating accurate billing, archiving documentation, and closing records promptly.
This role is focused on managing client-driven Change Requests (CRs) within IT and service delivery contexts. It is not a Change Management role related to organizational or behavioral change initiatives.
This is a hybrid role with requirements to be on site 3 days a week, providing a balance between remote flexibility and in-person collaboration.
**About The Role**:

- Lead discussions with clients and internal Symcor teams to clearly define requirements for timely and accurate assessment and execution of all Change Requests, from simple to complex.
- Collaborate with internal teams to ensure documentation of Symcor's responses and scope includes accurate solutions, pricing, timelines, and fallback plans, supporting issue resolution as needed.
- Partner with internal teams to ensure reporting reflects each change's stage in the lifecycle, including leading weekly client reviews.
- Oversee post-implementation activities, including billing, archiving documentation, and timely record closure.
- Address incidents and issues that arise during Change implementation.
- Coordinate interactions with internal and external clients, vendors, and other stakeholders.

**What You Need to Succeed**:
**Education**:

- Bachelor’s degree in business or relevant field

**Experience**:

- 6 - 9 years
- Proven experience in client-facing roles, managing change requests and complex implementations
- Background in project management, business analysis, or process improvement
- Familiarity with documenting solution requirements, implementation timelines, and cost estimates
- Experience collaborating with cross-functional teams and managing multiple stakeholders
- Prior experience with reporting on project status, change lifecycle stages, and client updates

Skill requirements
- Expert level understanding of current operations, advanced level understanding of ECM process and procedures, customer service, analytics, problem solving, collaboration, time management
- Strong communication skills to clearly define requirements and facilitate client and stakeholder discussions
- Excellent problem-solving abilities to address issues during implementation
- Proficiency in documentation and record-keeping for accurate scope, billing, and closure activities
- Ability to manage multiple priorities and adapt in a fast-paced environment
- Skilled in building and maintaining relationships with clients, vendors, and internal teams

What’s In It For You
At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
- Leaders who support your development through coaching and managing opportunities.
- Ability to make a difference and lasting impact.
- Opportunities to do challenging work and progressively take on greater accountabilities for growth.
- We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You®, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.