Description
About this role
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, 2023, the firm managed approximately $9.4 trillion in assets on behalf of investors worldwide!
About Client Experience
Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:
Client Experience Delivery- client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform, Wealth- differentiated capability for both Whole Portfolio and Wealth clients & products, respectively, Client Experience Operations- core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and Client Experience Transformation- accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management.
Team Overview
The CX Wealth Services team sits within the overall CX Wealth team and is responsible for providing client service oversight for BlackRock’s wealth clients, including ensuring seamless support for account openings, KYC refreshes, and general queries.

Role Responsibilities:

• Supervise and maintain a robust control environment
• Work with the team to ensure we are delivering an excellent client experience
• Develop and manage the overall performance of the team and individuals, which will include recruitment, coaching, mentoring, planning, training, learning and development as well as assessing performance and managing talent and careers
• Develop personal and team knowledge of our products and product governance
• Develop knowledge about relevant AML/KYC laws and regulations that impact our clients
• Supervise client experience levels and quality delivered by the team
• Establish strong working relationship and critical issue channels with TA
• Work with wider Client Experience team to define and buildout the strategic model to improve client experience and reduce risk
• Be a champion of Diversity, Inclusion and Equity in the team

Experience Required:

• 1+ years of experience in client service field
• Experience in a client facing environment within an asset management or similar firm would be an advantage
• Proven record of process improvement and ability to implement change
• Strong interpersonal skills, communication skills, & comfortable collaborating closely with clients and colleagues at all levels
• Excellent attention to detail and analytical, problem solving skills and a willingness to go above and beyond for clients.
• Strong planning and interpersonal skills with the ability to balance and control their own priorities to meet targets.
• A good teammate, able to integrate and establish trust quickly, ready to provide and accept feedback.
• Excellent command (written and verbal) of English.
• Additional language knowledge is an advantage (German, Spanish, French, Italian)
• Excellent solid understanding of Microsoft software such as Outlook, Word, Excel, PowerPoint and other IT skills.

EarlyCareers

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.

• Supervise and maintain a robust control environment
• Work with the team to ensure we are delivering an excellent client experience
• Develop and manage the overall performance of the team and individuals, which will include recruitment, coaching, mentoring, planning, training, learning and development as well as assessing performance and managing talent and careers
• Develop personal and team knowledge of our products and product governance
• Develop knowledge about relevant AML/KYC laws and regulations that impact our clients
• Supervise client experience levels and quality delivered by the team
• Establish strong working relationship and critical issue channels with TA
• Work with wider Client Experience team to define and buildout the strategic model to improve client experience and reduce risk
• Be a champion of Diversity, Inclusion and Equity in the tea