Vice President – Client Experience Management

About this role

The Client Experience Management (CEM) team sits between our Client Business and functional teams across Technology & Operations, acting as the client’s primary point of contact for day-to-day servicing and query resolution. CEM works directly with our Client Business teams to ensure all servicing needs of our clients are understood and aligned with operational teams across BlackRock, whilst also supporting ongoing account management throughout the client journey. In addition, the team ensures that BlackRock’s service offering continues to evolve alongside industry and client trends and is focused on digital efficiencies that lead to outstanding service excellence.

Role Overview:

Located in BlackRock’s Riyadh office and reporting to the Head of Middle East and Africa (MEA) Client Service, you will be an integral part of the MEA CEM team. Working in close partnership with the client business teams, you will be the servicing lead for institutional, wealth and family office clients across the Middle East.

The successful candidate will be responsible for working with partners firmwide to deliver key points along the client’s operational journey, including onboarding, contracting, AML/KYC, client reporting, billing, order placement, change events, and management of ad hoc queries, ensuring that clients and business partners have a full understanding of the end-to-end processes to deliver a seamless client experience.

They will be adept at rapidly mobilizing the firm to address concerns and issues on behalf of our clients, as well as impactfully representing BlackRock’s Client Experience (CX) capabilities to both existing and prospective clients. They must have and promote across the team, a proactive service mindset, starting with a deep understanding of the clients’ needs, to anticipate their requirements, deliver proactive service solutions and ultimately improve the client’s experience. They will be the voice of the client in relevant internal forums and project groups, applying their understanding of local markets to drive targeted platform improvements and ensure that BlackRock delivers and exceeds on expectations.

We are looking for someone who enjoys working with clients and is a highly motivated self-starter with passion for client service excellence. 

Key Responsibilities:

• Post-sales client relationship management, supporting Relationship Managers in maintaining relationships with existing clients through delivery of high-quality client service at every stage of the client lifecycle. From oversight of routine deliverables to proactive client outreach and leading service review meetings.
• Provides operational support and guidance to the sales process where appropriate (e.g., operational input into RFPs, pitch participation, operational content in new business due diligence process etc).
• Connects the client, Relationship Manager, and broader organisation to ensure efficient delivery of client change activities (including new mandates onboarding). Ensuring the correct processes and procedures are followed and the client intent is fully understood.
• Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response.
• Owning day-to-day and ad hoc client queries. Delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality.
• Gaining a deep understanding of clients’ service requirements, storing details on client management systems, and sharing information internally to contextualize and motivate partnership with internal teams.
• Contribute to the development, maintenance, and monitoring of Key Performance Indicators.
• Participate in ongoing Client Experience Platform innovation, cross-training opportunities across the team, including learning other skills to support the activities of the wider CEM group.
• Reviewing own service performance, aiming to achieve excellent results in client satisfaction surveys, and working closely with other team members in achieving overall strategic business objectives.

Skills & Qualifications:

• Minimum of 10 years’ prior experience with financial services operational functions and client facing teams. Knowledge and experience of working with complex institutional clients and segregated portfolios is a plus.
• Strong client service skills, including responsiveness, issue resolution, root cause analysis and process improvement. You exhibit a client-focused attitude and are dedicated to delivering service excellence.
• Robust interpersonal skills and stakeholder management, including the ability to collaborate with cross functional teams and colleagues at all levels.

• Highly proactive, self-starter; willing to take ownership of issues and follow through to resolution.
• Clear communicator with excellent business writing and proofreading skills. 
• A desire to be a phenomenal teammate, able to integrate and build rapport quickly. Must support and promote a conscientious, motivated, diligent and results driven work ethic.
• Strong planning and organisational skills. Can prioritise time across multiple tasks to deliver to tight deadlines under pressure.
• Have experience in a process driven, risk-controlled environment.
• A positive, solutions orientated attitude and desire to learn.
• People management experience preferred.
• Proficiency in Arabic desirable.

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 | Twitter: @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.