About this role
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.
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:
1. Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform,
2.Wealth, differentiated capability for both Whole Portfolio and Wealth clients & products, respectively,
3.Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and
4.Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management
Client Experience Delivery Team Overview
The Client Experience Management (CEM) team sits within CX Delivery and in partnership with the Client Businesses, is responsible for, the oversight of the servicing of the firm's clients. This includes service delivery, developing service solutions, and the enhancement of the client experience.
Role Responsibility
CSOs are dedicated client servicing leads for an assigned group of Canadian 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
- Accountable for Canada client servicing, work closely with the CXD Management Team and Relationship Managers. You will also work closely with internal stakeholders such as Client Implementation, Contracting and Reporting.
- This role may include team leadership responsibilities for CSOs
- Implement and drive the CX strategy for the Canadian client segment
- Create scale in training, build culture and drive career development for your team
- Establish a trusting relationship with complex 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.
- Build your people managers into people leaders, and cultivate high performing CSOs to become strategic client CSOs
- 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
- 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
- Proven ability to coach and build confidence in their people
- 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
- Ability to leverage metrics to kick start resourcing conversations with senior leaders
- 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 prioritizing 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 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.
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 | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.
BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email [email protected]. All requests are treated in line with our privacy policy.
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.