Client Experience Management Associate - EDI Client Experience Management Associate - EDI …

in Edinburgh, Scotland, United Kingdom
Permanent, Full time
Last application, 25 Oct 20
in Edinburgh, Scotland, United Kingdom
Permanent, Full time
Last application, 25 Oct 20
Client Experience Management Associate - EDI

About this role

Business Unit Overview:

Client Experience Management team in Edinburgh as part of BlackRock's Client Experience Platform. In partnership with the Client Businesses, we are responsible for the oversight of the servicing of the firm's clients, including service delivery, developing service solutions and the enhancement of the client experience.

What we do:

  • Point of entry for client, consultant and third-party operational queries.

  • Coordinate Gateway and Fund Buyers Portal set up and service queries relating to these platforms.

  • Create strong partnerships within CEM, the Client Business and operational teams to better service client queries.

  • Deliver client specific solutions through managing bespoke requests and change using Aladdin and stakeholder engagement.

  • In addition, the team is responsible for providing data and content analysis and ensuring that BlackRock's operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients an exceptional client experience.

Key Responsibilities:

  • Deliver a superior client experience via overseeing query management for clients, consultants and third-party administrator; including day to day query management (via emails and phone), being responsible for a sub set of clients (Relationship Management), stakeholder oversight, project work and analysis

  • Lead the overall operational client service experience for UK and EMEA clients (Institutional and Retail) in partnership with the Client Business and throughout the client lifecycle. Act as lead at monthly functional meets, prepare and present metrics and discuss client themes.

  • Work closely with the global Business Operations team to implement a consistent, scalable, and controllable service model

  • Demonstrate risk awareness and focus on delivering an appropriate operational control framework for the wider team around client servicing including review and validation of monthly metrics.

  • Lead in a culture of excellence, innovation, communication, and accountability, where all members of the team are motivated to go above and beyond, think globally and creatively. Seek out diverse ideas and credit others for their contributions.

  • Identify and coordinate team projects and drive critical initiatives. For example, analyze trends in queries to reduce query volumes and constantly improve service and client deliverables.

  • Resolve highly complex data and ad hoc reporting requests using various software applications.

  • Constantly evaluate systems, processes, and procedures for inefficiencies, and make recommendations for improvement, ensuring that all reasonable measures are taken to mitigate operational risk.

  • Lead cross training efforts on all partner functions, to include knowledge transfer of all operational and compliance procedures.

We are looking for people who are:

  • Curious! - likes to learn new things and outsmart the problem

  • Character! - demonstrates leadership, citizenship and is an 'all-rounder'

  • Passionate! - feels personal ownership for their work and an aspiration to be better

  • Experimental- likes to innovate and self-develop

Skills & Qualifications:

  • Understanding our clients are all individually unique. Experience forming effective relationships and demonstrate empathy.

  • Experience in developing and participating in strong collaborative working relationships both internal and external.

  • Understand and analyse complex issues, draw conclusions, and articulate/execute a strategy. Able to assess the direct and indirect impact to the client and BlackRock

  • Outstanding presentation, written and verbal communication skills.

  • Ability to perform well under pressure, adapt to change, and meet objectives in a fast-paced environment.

  • Attention to detail - risk and regulatory aware and responsive.

  • Great teammate, comfortable working with partners at all levels and understand the importance of followership and when to lead.

  • Drive innovation and present solutions to problems. Act on ideas and a self-starter in initiating and driving projects and solutions.

  • Proficiency in Microsoft office and an aptitude for learning and working on new applications.

  • Professional qualifications an advantage

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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