Vice President, Client Service

About this role

BlackRock Client Experience Delivery –

About BlackRock

BlackRock’s purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals.

About Client Experience

Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:

Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform,

Wealth, differentiated capability for both Whole Portfolio and Wealth clients & products, respectively,

Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe

Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management

Client Experience Delivery Team Overview

Exceeding the service expectations of our most complex clients at all stages of the client lifecycle is equal in importance to strong investment performance. The Client Experience Delivery Team (CXD) is a pillar within BlackRock’s Client Experience division and is responsible for delivering a dedicated onboarding and servicing experience to the firm’s institutional clients including Financial Institutions.

The team’s role within the Client Experience division is to drive the delivery of superior client experience for our clients, whilst ensuring we help build scale and evolve BlackRock’s overall client servicing capabilities.

Client Service Officer Role Overview

Client Service Officers “CSOs” are dedicated client servicing leads for an assigned Client group. CSOs build deep and trusting relationship with the client from a very early stage of the firm’s overall relationship and continue this partnership into an ongoing dedicated servicing role.  By working with the firm’s most complex and demanding clients, CSOs will challenge themselves to understand intricate operating models and unique servicing requirements to provide a differentiated client experience. Through proactive engagement, CSOs will have the satisfaction of delivering the best of BlackRock to clients with the goal of exceeding their servicing expectations.

Role and Responsibilities

• As a VP in a CSO Role, you will be accountable for client servicing, work closely with the Client Experience Management Team and Relationship Managers. You will also work closely with internal stakeholders such as Portfolio Managers, Strategists, Client Implementation Managers, Client Contracting, and operational teams across the firm.
• Implement and drive the CX strategy for your assigned client segment
• Create scale in training, build culture and drive career development within your team
• Establish a trusting relationship with complex clients and build a deep understanding of their organization and investment solution
• Leverage your deep client knowledge to understand how BlackRock can continuously improve its service proposition for complex clients
• Lead 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 Client Implementation team members to onboard and manage ongoing change to your complex 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
• Own and evolve the core operational service offering in partnership with Relationship Managers, operational groups across the firm, and third-party providers
• Contribute to client RFP pitches and new business opportunities in your capacity of CSO, being a role model for BlackRock’s vision for delivering superior Client Experience

Experience and Skills

The successful candidate will exhibit the following set of experiences and skills:

• 5-7 years in a Client facing role
• Fluent professional English verbal and written skills
• Proven client management skills and service philosophy
• Proven people manager skills and ability to influence people to buy-in to team strategy
• Ability to understand complex investment portfolios and experience with associated operating models
• Experience in contributing to, and delivery of, client RFP pitch