Client Experience Management, Vice President

About this role

Business Unit Overview:

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. Our mission is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. CEM works directly with our Clients to ensure all servicing needs 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.

Client Service Officer Role Overview:

CSOs are dedicated client servicing leads for an assigned group of 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 Overview:

Located in BlackRock’s Cape Town 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 clients across Africa and the Africa CEM team lead.

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 proactively deliver for our African Clients and 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:

• As a team lead for CSOs, you will be accountable for Africa client servicing, work closely with the CXD Management Team and Africa Sales Managers. You will also work closely with internal stakeholders such as Client Implementation, Contracting and Reporting.
• Implement and drive the CX strategy for the Africa client segment.
• Create scale in training, build culture and drive career development for your team.
• Establish a trusting relationship with complex Institutional and Central Bank clients across Africa 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.
• 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.
• Own and evolve the core operational service offering in partnership with Relationship Managers, operational groups across the firm, and third-party providers.
• 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.
• Own post-sales client relationship management, maintaining relationships with existing clients through delivery of high-quality and timely client service at every stage of the client lifecycle. From oversight of routine deliverables to proactive client outreach, leading service review meetings, owning day-to-day and ad hoc client queries.

Skills & Qualifications:

• 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
• 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
• 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 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.