Janus Henderson Investors Director, Client Experience Program Manager in Denver, Colorado
Janus Henderson Global Investors is a leading independent global asset manager, dedicated to delivering the best outcomes for clients through a broad range of actively managed funds.
We provide our institutional, retail and high net-worth individuals with access to skilled investment professionals representing a broad range of asset classes including, equities, fixed income, multi asset and alternatives.
We are a team of independent thinkers who work tirelessly to help our clients achieve their goals – and we do it by fostering an energetic and collaborative culture that ensures our people love the place they work.
Headquartered in London, Janus Henderson is a truly global asset manager with a diverse geographic footprint, managing assets from 27 offices globally and employing more than 2,000 staff.
Overview of the Role
You will facilitate cross-functional and business teams through the delivery of the Client Experience (CX) strategic agenda for Janus Henderson Investors. Your initiatives to be delivered include: change management programs; employee training; client-centric internal communications and messaging; framing executive-level discussions for decision-making, prioritization, status, and resource allocation; preparation for Executive Committee reviews; ensuring business unit execution of journey redesign recommendations (MVP implementation, test and learn activation, and realization of client benefit). You will advise on implementation of organization-wide client experience measurement system (data gathering approaches, reporting and score carding practices, and change management best-practices).
Duties and Responsibilities
Coordinate the activities of high profile, typically large, critical projects across many businesses and technologies. Provide leadership for driving business and technology stakeholders, both internal and external, towards successful implementations.
Utilizes tools, processes and best practices in the Project/Program Management framework developed by the PMO as well as Client Experience best practices for organizational change.
Execute the processes by which all Client Experience projects are managed, tracked and reported in a consistent manner.
Develop new processes and tools as needed for the benefit of improving project execution and delivery.
Prepare discussion agendas and content for stakeholder meetings (CX Steering Committee, Executive Committee, Extended Stakeholders, etc.).
Initiate, manage, and influence organizational change. Assist management to identify the correct skills, training, measurements, communications, and organizational designs are in place to integrate the changes into normal business practice.
Spearhead partnerships with talent management and communications functions and/or vendors to create, develop, and execute change management plans designed to drive cultural transformation and client experience focus.
Identify potential project risks, implement appropriate courses of action to address project slippage and develop strategies to mitigate future risk. Make recommendations to management regarding alternatives or solutions.
Operates as a utility player and CX subject matter expert supporting the CX Measurement and Journey & Design-Thinking teams as needed during peak project times. Steps in to supplement each team’s capabilities on an ad hoc basis.
Mentors and develops staff and takes appropriate steps to enhance problem solving and project management capabilities.
Oversee functional partners and initiative/journey owners by providing oversight, guidance, and mentoring as appropriate. Drive the process and procedures necessary to enable their success.
Partners with Journey & Design Thinking and CX Measurement teams to operationalize outputs (e.g., transition to project plans, establish monitoring and measurement identify test & learn tactics, timing and pacing for implementation).
Assist with other Client Experience tactics and work toward continuous improvement and effectiveness of the function .
Carry out additional duties as assigned
- You will manage a team (direct or indirect) of senior managers dedicated to support enterprise wide strategic Client Experience projects.
Technical Skills and Qualifications
7-10 years Client Experience change management experience
Experience with workshop facilitation, design thinking, and client experience measurement approaches
Champion of client experience transformation, voice of customer, client experience measurement
Strong leadership, management and team building skills.
Excellent analytical and organizational skills.
Excellent written and verbal communications skills and strong interpersonal skills.
Comprehensive knowledge of the practices, procedures and principles of project management sufficient to be recognized as a subject matter expert.
Ability to work with multiple project managers to coordinate program activities in a matrix environment
Experience managing large corporate change initiatives involving roll out and organizational change.
Ability to influence others without formal authority.
Strong written and verbal communications skills and strong interpersonal skills required to interact with all levels of management and staff, as well as outside vendors, contractors, service providers and consultants.
Ability to analyze and balance facts, priorities, resources, constraints and alternatives to make sound decisions and recommendations.
Ability to evaluate past decisions to improve effectiveness of future decisions and development efforts.
Ability to manage multiple assignments, priorities, and projects in a demanding environment.
10 plus years’ experience in project or program management, with at least four years of experience on highly complex, high profile projects.
Previous experience running strategic enterprise wide projects.
Previous experience in a PMO highly desirable.
Previous experience in a Financial, Mutual Fund or Securities environment highly desirable.
Bachelor’s Degree or equivalent experience is required, Master’s degree preferred
PMP certification and previous experience with Six Sigma methodology a plus
Working Environment/Physical Activities
PC usage up to 100% of the time.
Office equipment such as telephone, fax and copier.
Cell phone will be required.
Overtime and weekend hours may be required.
Ability to travel as necessary
For those in scope of Knowledge & Competence (MiFID II)
Knowledge of financial markets, financial markets function and the impact of economic figures and national/regional/global events on markets
Understanding of issues relating to market abuse and anti-money laundering
Ongoing competence in the role to be assessed by:
Annual Performance Appraisal
Completion of all assigned Compliance training
Annual Attestation (Knowledge and Competence in-scope roles only)Compliance RequirementsAt a minimum the role will require you to:
Place the interest of Janus Henderson’s Clients first and always act in accordance with TCF (Treating Customers Fairly) principles
Understand and follow laws and regulations applicable for your role, seeking the help of your supervising manager or Compliance if you would like further explanation or direction regarding this
Understand and abide by all Janus Henderson policies applicable to your role, and ask for the support/guidance of the policy owner if you are unsure at any time
You are ultimately accountable for your actions and responsible for seeking further information on any or all of the above as necessary.
Janus Henderson Investors (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson Investors at its sole discretion).
All applicants must be willing to comply with the provisions of Janus Henderson Investors' Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position. Janus Henderson Investors is an equal opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.