Client Service Management Associate

  • Not Specified
  • Edinburgh, Scotland, United Kingdom
  • Permanent, Full time
  • BlackRock
  • 20 Feb 18 2018-02-20

BlackRock is a global leader in investment management, risk management and advisory services for institutional and retail clients. At December 31, 2016, BlackRock’s AUM was $5.1 trillion. BlackRock helps clients around the world meet their goals and overcome challenges with a range of products that

BlackRock is a global leader in investment management, risk management and advisory services for institutional and retail clients. At December 31, 2016, BlackRock’s AUM was $5.1 trillion. BlackRock helps clients around the world meet their goals and overcome challenges with a range of products that include separate accounts, mutual funds, iShares® (exchange-traded funds), and other pooled investment vehicles. BlackRock also offers risk management, advisory and enterprise investment system services to a broad base of institutional investors through BlackRock Solutions®. As of December 31, 2016, the firm had approximately 13,000 employees in more than 30 countries and a major presence in global markets, including North and South America, Europe, Asia, Australia and the Middle East and Africa. For additional information, please visit the Company’s website at www.blackrock.com | Twitter: @blackrock_news | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock

Job Description:

BlackRock is a global leader in investment management, risk management and advisory services for institutional and retail clients. At June 30, 2016, BlackRock’s AUM was $4.890 trillion. BlackRock helps clients around the world meet their goals and overcome challenges with a range of products that include separate accounts, mutual funds, iShares® (exchange-traded funds), and other pooled investment vehicles. BlackRock also offers risk management, advisory and enterprise investment system services to a broad base of institutional investors through BlackRock Solutions®. As of June 30, 2016, the firm had approximately 12,700 employees in more than 30 countries and a major presence in global markets, including North and South America, Europe, Asia, Australia and the Middle East and Africa. For additional information, please visit the Company’s website at www.blackrock.com | Twitter: @blackrock_news | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock

Business Unit Overview:

As part of Client Service Management; the Client Inquiries & Analytics (CIA) team is responsible for operational servicing and accountable for all aspects of our clients’ reporting experience, including client query management. The team is the first point of contact for the majority UK and EMEA Institutional and Retail clients when it comes to Client Reporting, Client Invoicing and Gateway (website) enquiries and as such has a direct impact on the client experience; In 2017 we aim to become a single, one stop shop for operational servicing in the business.

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. This position is in Edinburgh and offers a unique opportunity to face off directly with our clients and a wide range of stakeholders within the business and will report locally to the regional business manager.

Key Responsibilities:

  • Deliver a superior client experience via overseeing query management for clients, consultants and third party administrator; To include day to day query management (via emails and phone), owning a sub set of clients (Relationship Management), stakeholder oversight, project work and analysis
  • Own the overall operational client service experience for UK and EMEA clients (Institutional and Retail) 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.
  • Work closely with the global Business Operations team to implement a consistent, scalable, and controllable service model
  • Demonstrate risk awareness and focus on delivering an appropriate operational control framework for the wider team around client servicing including review and validation of monthly metrics
  • Lead in a culture of excellence, innovation, communication, and accountability, where all members of the team are motivated to go above and beyond, think globally and outside the box; seek out diverse ideas and credit others for their contributions
  • Identify and oversee team projects and drive strategic initiatives: For example, analyze trends in queries to reduce query volumes and constantly improve service and client deliverables
  • Highly complex data management and ad hoc reporting using various software applications
  • Constantly evaluate systems, processes, and procedures for inefficiencies, and make recommendations for improvement, ensuring that all reasonable measures are taken to mitigate operational risk
  • Lead cross training efforts on all stakeholder functions, to include knowledge transfer of all operational and compliance procedures

Skills/Qualifications:

  • Previous experience within a query handling, relationship management or client servicing environment a distinct advantage
  • Ability to oversee, influence and manage strong collaborative working relationships with key Client Business and operations stakeholders
  • Experience and in-depth knowledge of operations, investment products and financial services experience, ideally in investment management
  • Comfortable working with stakeholders at all levels of the business and good at navigating the firm
  • Self-motivated with strong sense of ownership, assertive follow-through and organizational skills; does not require close supervision
  • Ability to display innovation, understand and analyze complex issues, draw conclusions, and articulate/execute a strategy
  • Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced environment
  • Exceptional presentation, written and verbal communication skills
  • Attention to detail - risk and regulatory aware and responsive
  • Fluency in European languages beyond English a distinct advantage
  • Proficiency in Microsoft office (especially Excel) and an aptitude for learning and working on new applications
  • BSc/BA in business, finance, accounting, economics, or related field

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, sex, disability, veteran status, and other statuses protected by law.