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About this role
Client Experience Management - Analyst
BlackRock Overview:
BlackRock is one of the world's preeminent asset management firms and an outstanding provider of global investment management, risk management and advisory services. BlackRock offers a range of solutions - from rigorous fundamental and quantitative active management approaches sought at improving performance, to highly efficient indexing strategies designed to gain broad exposure to capital markets. Our clients can access our investment solutions through a variety of product structures, including segregated accounts, mutual funds and other pooled investment vehicles, and the industry-leading iShares ETFs.
Our mission is to create a better financial future for our clients. We are a diverse bunch of people who like to analyse, reinvent, and enhance how we work, and all in the pursuit of a better experience for our colleagues and clients. There are limitless problems to solve and opportunities for development, alongside a team of clever and caring colleagues. Our culture is based on respect, inclusion, diversity but also challenge and stretch. We believe that people reach their best potential when the different facets of their home, work and community are all cared about. We can promise you a fun, fast paced work environment, offer competitive and innovative benefits, and the ability to define your role in pursuit of your aspirations.
We are an equal opportunity employer and value inclusion and diversity at BlackRock.
Business Unit Overview - Client Experience Management ("CEM"):
The CEM team is passionate on ensuring BlackRock delivers outstanding client experience. We work directly with clients and with internal partners to meet our clients' needs, navigating BlackRock's internal organization to ensure we seek clients' requirements in a commercially appropriate way while mitigating risk for clients and the firm.
Together with BlackRock's client business teams, we own and represent internally the client intent for new business/changing requirements and develop our awareness of industry trends, to drive improvements to our service preposition.
CEM are responsible for the ongoing service relationship with our clients, representing their needs to BlackRock operational teams and, vice- versa, representing capabilities to clients. The team provides specialist consultancy on operational service matters, both internally and with clients, and acts as a key authority in the client solution sales and implementation process.
The Opportunity:
The UK Defined Contribution Pensions CEM team ("DC CEM") is looking for a new team member to join them in the Edinburgh office. The DC CEM team consists of five Client Service Officers ("CSOs") based in London and Edinburgh, who cover a variety of product offerings and asset classes for UK DC Platforms and Pension Schemes.
As the role interacts with other departments (such as Sales, Legal, Compliance, Portfolio Management, Product and Business Operations, amongst others) you will enjoy the opportunity to gain knowledge about the value-chain within BlackRock, its position in the market and the wide range of products and capabilities that we offer.
CEM continues to evolve towards an increasingly client-centric service model, therefore opportunities will exist for hardworking individuals to take on greater levels of client ownership and develop strong client relationship management skills.
This role provides an opportunity to learn about our investment management business and the ever-evolving landscape of DC retirement solutions. You will resolve operational client issues and escalate complex matters to internal partners. Initially supporting senior team members, you will quickly take on responsibility for your own assigned clients.
Key Responsibilities of the Role:
* Post-sales client relationship management, partnering with the Institutional Client Business teams and DC clients, through high quality client service with outstanding attention to detail.
* Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high professional quality.
* Understanding our clients' needs and liaise with internal teams and third-party service providers where necessary, ensuring that the agreed arrangement and service requirements of the client are articulated in an appropriate agreement.
* Reviewing our service performance, aiming to achieve excellent results in client satisfaction surveys, and working closely with other team members in achieving overall strategic business objectives.
* Collaborating closely with relevant stakeholders to ensure a seamless client service whilst maintaining a high degree of communication and confidence.
* Handling any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and being a great partner to mitigate the impact of dissatisfaction.
* Co-ordinating the onboarding of clients and client change activities, ensuring correct process and procedures are followed and ensuring the delivery of service needs agreed with the client.
* Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own the associated resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate responses.
* Drive continuous improvement in BlackRock's service offering both internally and with external service providers such as custodian banks, depository banks and transfer agents.
* Contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which elevate the business, its products and our clients.
* Apply thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the team.
We are looking for people who are:
* Curious - like to learn new things and outsmart the problem.
* Brave - are happiest outside of the comfort zone.
* Passionate - feel personal ownership for their work and an aspiration to be better.
* Open - value and respect input from others.
* Experimental - like to innovate and self-develop.
You are encouraged to have, although it is not strictly required:
* 1-2 years of experience in either client service, fund administration, custodial services, operations, sales, investment consulting, portfolio management support or similar fields.
* Strong proficiency with Microsoft Office applications is essential, along with technical skills to efficiently manage multiple programs concurrently.
* Capable of meeting deadlines and working independently on client projects and queries.
* Demonstrated interest in the financial services/investment industry and a commitment to continuous learning, both independently and in team settings.
* Self-motivated with the ability to recognize when to escalate issues appropriately. Must be able to work collaboratively within a team and take on additional responsibilities as needed.
* Ability to evaluate process inefficiencies, identify and implement operational improvements, and resolve issues. Possesses innovative problem-solving skills and the capability to think and act quickly and creatively.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive. #J-18808-Ljbffr