About this role
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.
As part of this, CEM invests in partnerships with local industry participants such as clients’ outsourced service providers to drive better outcomes for our clients and for BlackRock. In addition, CEM continues to evolve in line with industry and client trends and positions BlackRock as the class leader in service quality.
The Opportunity:
The UK Defined Contribution Pensions CEM team (“DC CEM”) is looking for a new team member to join them in the Edinburgh. 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 as well as supporting senior team members with their strategic clients.
Role Responsibilities
Establish a positive relationship with complex DC Platform and DC Scheme clients to build a deep understanding of their organization and the investment solution
Demonstrate your deep client knowledge to understand how BlackRock can continuously improve its service proposition
Support the design and documentation of a servicing standard that meets each client’s needs
Deliver a dedicated service experience that exceeds this standard through proactive engagement
Partner with implementation team members, to onboard and handle ongoing change to your client mandates
Partner with colleagues and functions across BlackRock to innovate and develop new technology and operational processes that continue to improve your clients’ servicing experience
Execute the operational service offering in partnership with operational groups across the firm and our key third party providers
Experience and Skills
The successful candidate will exhibit the following set of experiences and skills:
3+ years of experience in client service, operations, sales or portfolio management support
Financial services experience including understanding of financial instruments, and with a keen interest in learning more about the asset management industry
Ability to understand complex investment portfolios and experience with associated operating models
Strong understanding of the key operational activities required to support insurance mandates is preferred
Understanding of the regulatory landscape and how it impacts insurance clients is preferred
Proven client management skills and service philosophy
Ability to present complex information to key stakeholders and/or clients in digestible format to help drive conversation
Naturally exudes emotional ownership for client needs
Confidence to form and deliver a clear opinion and articulation of your rationale
Excellent interpersonal skills and team-approach attitude
Operates optimally under pressure and working to tight deadlines
Proficiency in independently prioritising own work
Appreciation for importance of process to handle risk
A quick and curious learner who seeks to improve themselves and those around them
A solutions-oriented self-starter who anticipates and prepares for potential problems; identifies problems that arise and advances in a timely manner with potential solutions presented.
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.
For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.