Vice President, Relationship Manager - Client Service

About this role

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:

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

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

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

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

Team Overview

The Client Experience Management (CEM) team sits within Client Experience Delivery and in partnership with the Client Businesses, is responsible for, the oversight of the servicing of the firm's clients. This includes service delivery, developing service solutions, and the enhancement of the client experience.

Role Responsibility

In the role of Client Service Officer (CSO) you will be a dedicated member of the client servicing team for an assigned segment of clients (Family Office, Healthcare, Foundation, and Endowment). You will work directly with clients and internal partners to own and resolve operational client issues. Through regular engagements, you will deliver the best of BlackRock to clients and provide a differentiated client experience.

Client Service Officer Role

• Independently provides service support to an assigned group of clients; capable of resolving service problems of higher complexity either directly or by engaging the appropriate internal partners
• Serves as connector between client, Relationship Manager, and broader organization to ensure delivery of client change activities, including new mandates
• Support in client activities leading to revenue delivery and retention
• Partner with operational stakeholders for change events (i.e., reporting or guideline change) so that client intent is fully understood and appropriately addressed
• Coordinates across internal BlackRock partners (operational, legal, compliance) to reach resolution for client challenges
• Assists in preparing RFP responses with respect to operational content
• Partners in the completion of risk and complexity pre-screens and participating in deal team meetings as needed
• Ensure the long-term mitigation of process failures and drive the agenda on client experience ensuring transparency of resolution in client communications
• Participate in projects/initiatives (regulatory, platform and/or client) to the extent they impact the client
• May help guide and provide direction to more junior staff

Experience

• Proven client management skills and service philosophy with at least 5-8 years in operations, sales, or portfolio management support
• BA/BS equivalent
• Ability to understand complex investment portfolios and experience with associated operating models
• Strong understanding of the key operational activities required to support clients
• Problem solver who seeks to innovate and design solutions
• Naturally exudes emotional ownership for client needs
• Excellent interpersonal skills and team-approach attitude
• Operates optimally under pressure and working to tight deadlines
• Proficiency in independently prioritizing own work
• Appreciation for importance of process to handle risk
• A quick and curious learner who seeks to improve themselves and those around them

For Atlanta, GA Only the salary range for this position is USD$120,000.00 - USD$163,500.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan,