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About this role

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

The CXD Financial Institutions Group (FIG) team is looking for a senior member, based in London, who will lead a team of six Client Service Officers (CSOs) covering a variety of clients, products and services.

CSOs are dedicated client servicing leads for an assigned group of Financial Institution clients. 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 in order 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 team lead for CSOs, you will be accountable for Financial Institution client servicing, work closely with the CXD Management Team and FIG Relationship Managers. You will also work closely with internal stakeholders such as Client Implementation, Contracting and Reporting.

• Implement and drive the CX strategy for the Financial Institution client segment

• Create scale in training, build culture and drive career development for your team

• Establish a trusting relationship with complex Financial Institution 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. Oversee this activity for your team.

• 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:

• 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 materials and presentations

• Strong understanding of the key operational activities required to support large sophisticated clients

• Problem solver who seeks to innovate and design solutions

• Naturally exudes emotional ownership for client needs

• Confidence to form and deliver a clear opinion and articulation of your rationale

• Excellent communication skills and team-approach mindset

• Operates effectively under pressure and working to tight deadlines

• Proficiency in independently prioritising own work

• Appreciation for importance of process to manage risk

• A quick and curious learner who seeks to improve themselves and those around them

• Understanding of the Regulatory landscape and how it affects our clients

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock (http://careers.blackrock.com/) | Twitter: @blackrock (https://twitter.com/blackrock) | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.