The Client Experience Management (CEM) team is passionate on ensuring BlackRock delivers outstanding client experience. We work directly with clients and with internal partners to meet our clients' needs, navigating BlackRock's internal organization to ensure we seek clients' requirements in a commercially appropriate way while mitigating risk for clients and the firm.
Together with BlackRock's client business teams, we own and represent internally the client intent for new business/changing requirements and develop our awareness of industry trends, to drive improvements to our service preposition.
CEM is responsible for the ongoing service relationship with our clients, representing their needs to BlackRock operational teams and, vice- versa, representing capabilities to clients. The team provides specialist consultancy on operational service matters, both internally and with clients, and acts as a key authority in the client solution sales and implementation process.
As part of this, CEM invests in partnerships with local industry participants such as clients' outsourced service providers to drive better outcomes for our clients and for BlackRock. In addition, CEM continues to evolve in line with industry and client trends and positions BlackRock as the class leader in service quality.
Be responsible for the development and ongoing reporting of Key Performance Indicators (KPIs) on behalf of Global CEM teams, using data visualisation tools where appropriate
Production of periodic Business Intelligence related to the work undertaken and demonstrate an understanding of these key metrics, using the data to drive continuous improvements
Provide support to the Global CEM Exco;
Partner with the regional heads of CEM on a range of strategic efforts, including supporting the development of business plans;
Support project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients;
Apply thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the business.
Use data to support solution definition for key business challenges and risk
Support the risk & controls framework within CEM, completing periodic risk review activities as required
We are looking for people who are:
Curious - like to learn new things and outsmart the problem
Passionate - feel personal ownership for their work and an aspiration to be better
Open - value and respect input from others
Experimental - like to innovate and self-develop
Skills and qualifications:
Strong client service skills, including responsiveness, issue resolution, root cause analysis and process improvement, with a passion for delivering service excellence
Robust interpersonal skills and confident, friendly and respectful individual with excellent written and verbal communication skills. Collaborating closely with both BlackRock's clients and colleagues at all levels.
Excellent attention to detail and problem solving skills, maximising data mining techniques in their approach for problem solving
Accountable, motivated, diligent and results driven
Strong planning and interpersonal skills, managing their own priorities to achieve a successful outcome
A desire to be a phenomenal teammate, able to integrate and build rapport quickly
Excellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skills
Experience in BI Visualisation Tools such as Tableau, Microsoft BI and SQL is an advantage
Professional qualifications an advantage
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.
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 www.blackrock.com/corporate | Twitter: @blackrock | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock
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.