Associate, Relationship Manager - Client Service

at  BlackRock Inc

ASSOCIATE, CLIENT EXPERIENCE MANAGEMENT, AUSTRALIA

BlackRock, the world’s leading investment manager and risk manager is committed to providing exceptional service to its clients. As the BlackRock business continues to grow and our client’s investment strategies become more sophisticated, the need to support complex service requirements is crucial to maintaining BlackRock’s position as an industry leader in providing superior client service.
The Client Experience Management (CEM) team works with the BlackRock client businesses to ensure that the servicing needs of our clients are understood and aligned with the operational teams across BlackRock.
The team is responsible for ensuring that BlackRock’s operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients best in class leading operational excellence.
In addition, the team is responsible for driving and delivering the daily client experience and servicing client needs through interaction with various teams across the firm.

JOB SUMMARY:

The successful candidate will be part of a team of Client Experience Management professionals supporting our clients located in Australia and New Zealand.
Primary responsibilities are to provide the first line of operational / business liaison service and support for our clients and offers a unique opportunity to face off directly with our clients and a wide range of stakeholders within the business locally.

QUALIFICATIONS:

• Enthusiasm for the asset management industry and a willingness to learn about a variety of operational and client service functions.
• Interest in client engagement and understanding operational risk matters.
• Eagerness to develop collaborative working relationships with key Client Business and operations stakeholders.
• Proactive approach to resolving and escalating issues appropriately.
• Adaptability to work in a dynamic, fast-paced environment with a positive attitude and energy.
• Capability to organize and prioritize tasks to meet multiple deadlines in a dynamic environment, demonstrating resilience and a commitment to business and client needs.
• A foundational understanding of products, particularly investment guidelines, and their influence on performance and operational intricacy, with a keenness to deepen this knowledge.
• Leadership potential with a preference for prior experience in guiding teams.
• A meticulous approach with strong analytical skills, creative thinking, and problem-solving abilities.
• Data-driven mindset with the ability to make informed decisions swiftly under tight deadlines.
• Effective presentation skills with the versatility to engage audiences at all corporate levels.
• Analytical acumen to process, synthesize, and present data in a clear and accessible manner.
• Exceptional communication skills, both in writing and speaking, with an emphasis on clarity and interpersonal connection.

RESPONSIBILITIES:

• The candidate will be a point of contact for Australia and New Zealand clients who have appointed BlackRock to manage their investments, with a particular focus on offshore pooled funds and exchange-traded-funds.
• The candidate will be expected to own client queries and drive them through to resolution, ensuring a variety of client queries are handled with due care and attention and responded to within agreed time frames and always with consideration of the client’s needs and expectations.
• The candidate will be expected to work with the relevant external and internal teams to resolve client queries and deliver the right client experience. They will be required to handle any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and managing the relationship to mitigate the impact of dissatisfaction.
• Own the overall operational client service experience, in partnership with the Client Business throughout the client lifecycle.
• Provide a bridge between the Client Businesses and the local, regional and global operational teams to improve the quality of the client service experience and engage the operational resources of the firm to meet clients’ needs.
• Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing, including update, review and validation of monthly metrics.
• Provide and/or co-ordinate appropriate representation for Business Operations at Client meetings and due diligence visits etc.
• Engage the operational resources of the firm to meet clients’ needs.
• Focus on sustaining the highest level of client service.