Client Experience Management Vice President Client Experience Management Vice President …

in Atlanta, GA, United States
Permanent, Full time
Last application, 22 Oct 20
in Atlanta, GA, United States
Permanent, Full time
Last application, 22 Oct 20
Client Experience Management Vice President

About this role

Business Unit Overview:

The Client Experience Management (CEM) team sits between the Institutional Client Business (ICB) and the functional teams within the Business Operations Platform, acting as a client's central contact point for all day-to-day servicing, queries and issues. CEM works with the Client Business to ensure that the service needs of our clients are understood and aligned with the operational teams across BlackRock and then supports clients on an ongoing basis from an account management perspective post win. In addition, the team ensures that BlackRock's operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients leading service excellence. The team is also charged with being the client experience authority in the room internally and providing clients with consultancy where required around operational matters.

Job Summary:

Are you looking for a role with a top investment management firm in which you can directly impact the client experience?

The Vice President, CEM is a critical hire supporting our US Financial Institutions Group (FIG), and focusing on the experience of our life, annuity, and BOLI/COLI clients. In this role you will serve as an intermediary between our insurance clients and the client business, and internal teams to ensure the clients' inquiries and requests are fully and quickly addressed. You will support the client throughout the life cycle to ensure they have a full understanding of the end to end investment process. The impact of this position is evident through revenue delivery and retention of this client segment.


  • Manages large and complex accounts and is the service point of contact for specific key/complex client relationships

  • Builds strong, trusted and direct relationships with clients, encouraging the client to direct all servicing queries to their named CEM contact.

  • Creates proactive operational service plan for clients, aligned to strategy and client expectations.

  • Thrives in a culture of excellence, innovation, communication, and accountability!

  • Brings operational support to the sales process where appropriate. This includes operational input into RFPs, pitch participation, and operational content in new business due diligence process.

  • Serves as the connector between our clients and the broader organization to ensure delivery of clients' operational needs. Partners in this effort include, but are not limited to, relationship management as well as onboarding, implementation and portfolio management, as well as product specialists

  • Owns the operational due diligence process (ODD) to lead ODD meetings and operational questionnaires

  • Acts as the point of escalation for Relationship Manager and the client


  • Brings 6+ years of proven experience in client service, investment operations, sales or portfolio management support

  • Has earned a BA/BS or equivalent

  • Demonstrates extensive experience with operational and investment processes balanced with relationship building and client service skills

  • Utilizes enterprise-wide systems for orchestrating work processes; good command of tools & technology vital to performing job responsibilities

  • Is consultative while user-friendly, operates with discretion, exercises sound judgment and humility

  • Possesses strong oral and written communication

Our benefits

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.

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. As of June 30, 2020, the firm managed approximately $7.32 trillion in assets on behalf of investors worldwide.

For additional information on BlackRock, please visit | Twitter: @blackrock | Blog: | LinkedIn:

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, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.
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