Relationship Manager – Client Service, Analyst

About this role

BlackRock is one of the world’s preeminent asset management firms and a premier provider of global investment management, risk management and advisory services to institutional, intermediary and individual investors around the world. BlackRock offers a range of solutions — from rigorous fundamental and quantitative active management approaches aimed at maximizing outperformance to highly efficient indexing strategies designed to gain broad exposure to the world’s capital markets. Our clients can access our investment solutions through a variety of product structures, including individual and institutional separate accounts, mutual funds and other pooled investment vehicles, and the industry-leading iShares® ETFs.

About Client Experience (CX)

Exceeding the service expectations of our most complex clients at all stages of the client lifecycle is equal in importance to strong investment performance. The Client Experience Delivery Team (CXD) is a pillar within BlackRock’s Client Experience division and is responsible for delivering a dedicated onboarding and servicing experience to the firm’s institutional clients.

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

The Client Experience 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.

Job Summary

The CXD Netherlands team is looking for a new team member with base in Amsterdam, who will be working with a team of 10 Client Service Officers (CSOs) covering a variety of products and services.    CSOs are dedicated client servicing leads for an assigned group of Dutch institutional, OCIO, wealth and distribution partner clients including family office 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.  

This role provides an opportunity to learn about the Investment Management business and the institutional and fiduciary clients we service.  You will work directly with clients to resolve operational client issues and raise more complex subject matters to internal partners. Initially supporting senior members of the team in all aspects of client service, you will be encouraged to progress rapidly and take on responsibility for your own assigned client coverage. We are excited to offer an outstanding opportunity to join our team, driving client experience innovation together with a global team CSOs.

Role and Responsibilities

• Post-sales client relationship management, supporting Relationship Managers/Service Leads in maintaining relationships with existing clients through high quality client service with excellent attention to detail

• Build relationships, foster connectivity and manage expectations with clients

• Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality

• Ensure timely and accurate delivery of client deliverables (invoices, reporting, price files, data etc.) by working cross functionally and establishing relationships with internal teams

• Owning on-desk bespoke reporting tasks for strategic clients and ensuring output is of high quality and produced in timely fashion

• Gaining a deep understanding of clients’ service requirements, storing details on client management systems and sharing information internally in order to contextualize and motivate partnership with internal teams

• Understand clients’ needs and liaise with internal teams and third-party service providers where necessary, ensuring that the agreed arrangement and service requirements of the client are articulated in an appropriate agreement.

• 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

• Working closely with the relevant Relationship Manager and/or Service Leads to ensure the seamless delivery of service whilst maintaining a high degree of communication and confidence.

• Co-ordinate the onboarding of clients, ensuring correct process and procedures are followed and ensuring the delivery of service needs agreed with the client. 

• 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

• Drive continuous improvement in BlackRock’s service offering both internally and with external service providers such as custodian banks, depositary banks.

• Participate in regulatory, platform, and client related projects

• Own client service experience and tackle any responsibilities that the CEM team have relating to implementation impact on our client arrangements

• Address new operational requests (e.g., changes to client report) and provide summary of completion notification to broad partners

Experience and Skills

• 1-3 years of experience in client service, fund administration, custodial services, operations, sales, investment consulting or portfolio management support

• Fluency in Dutch

• Bachelors or Masters degree in business administration, finance, law, economics, accounting or similar

• Strong grasp of Microsoft Office applications is important, with technical skills that allows you to multitask many programs at once

• Professional Certifications are preferred

• Efficiently handle deadlines and pose ability to work independently for routine client projects

• An interest in the financial services/investment industry and a desire to learn, both independently and in group settings

• A self-starter knows when to raise issues as appropriate. Must be able to work as part of a collaborative team and assume additional responsibilities as the need arises

• Ability to evaluate processes inefficiencies, identify and implement business operational improvements and resolve issues. Innovative problem-solving capabilities and ability to think and act quickly and creativity

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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.