To deliver exceptional client service on the 35,000+ operational queries received each year, enhancing the overall experience of BlackRock clients!
The Client Experience Management team in Edinburgh are part of BlackRock’s Client Experience Platform function and are responsible for the operational servicing of the firm’s clients, including service delivery, developing service solutions and the enhancement of the client experience.
What we do:
You will be a point of entry for client, consultant and third-party operational queries.
Manage the digital experience for our clients.
Create strong partnerships with local client experience teams across the globe, the Client Business/Sales teams and operational partners to better service client queries.
Deliver client specific solutions through managing custom requests and change using Aladdin and partner engagement.
In addition, the team are responsible for providing data and content analysis and ensuring that BlackRock’s operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients an exceptional client experience.
You will be responsible for:
Delivering a superior client experience via supervising query management for clients, consultants and third parties; including day to day query management (via emails and phone), owning a subset of clients (Relationship Management), partner oversight, project work and analysis.
Owning the overall operational client service experience for UK and Continental Europe clients (Institutional, Wealth and Charities) in partnership with the Client Business and throughout the client lifecycle. Act as lead at monthly functional meets, prepare and present metrics and discuss client themes.
Working closely with the global Business Operations teams to implement a consistent, scalable, and risk-managed service model.
Demonstrating risk awareness and focusing on delivering an appropriate operational control framework for the wider team around client servicing including review and validation of monthly metrics.
Contributing in a culture of excellence, innovation, communication, and accountability, where all members of the team are motivated to go above and beyond.
Identifying and overseeing team projects and drive strategic local and global initiatives.
Constantly evaluating systems, processes, and procedures for inefficiencies, and make recommendations for improvement, ensuring that all reasonable measures are taken to mitigate operational risk.
Leading cross training efforts on all partner functions, to include knowledge sharing of all operational and compliance procedures.
This position is in Edinburgh and offers a unique opportunity to face off directly with our clients and a wide range of partners within the business and will report to the Head of the Edinburgh Client Experience Management Team.
BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified individuals without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
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 careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
To apply for this job please visit blackrock.wd1.myworkdayjobs.com.