Associate - Relationship Manager (Client Experience)

About this role

Business Unit Overview:

The Client Experience Management (CEM) team is passionate on ensuring BlackRock delivers outstanding client experience. We work directly with clients and with internal partners to meet our clients’ needs and navigating BlackRock’s internal organization to ensure we seek clients’ requirements in a commercially, appropriate way while mitigating risk for clients and the firm.

Together with BlackRock’s client business teams, we own and represent internally the client intent for new business/changing requirements and develop our awareness of industry trends, to drive improvements to our service preposition.

CEM are responsible for the ongoing service relationship with our clients, representing their needs to BlackRock operational teams and, vice- versa, representing capabilities to clients. The team provides specialist consultancy on operational service matters, both internally and with clients, as well as acts as a key authority in the client solution sales and implementation process.

As part of this, CEM invests in partnerships with local industry participants such as clients’ outsourced service providers to drive better outcomes for both our clients and BlackRock. In addition, CEM continues to evolve in line with industry, client trends and positions BlackRock as the class leader in service quality.

The Opportunity:

The successful candidate will work closely with personnel in our Riyadh office and will be directly servicing our Institutional, Wealth and Family Office clients. As the role interacts with other departments (such as Sales, Onboarding, Contracting, Legal, Compliance, Portfolio Management, Product and Business Operations, among others), you will enjoy the opportunity to gain knowledge about the workings of BlackRock, its position in the market and the wide range of products and capabilities that we offer. CEM continues to evolve towards an increasingly client-centric service model and therefore opportunities will exist for hardworking individuals to take on greater levels of client ownership and develop strong client relationship management skills.

Key Responsibilities of the Role:

• Post-sales client relationship management, supporting the Relationship Managers and clients through high quality client service with outstanding attention to detail
• Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of high professional quality
• Understanding 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
• Collaborating closely with relevant Relationship Managers and other Service Managers to ensure the seamless client service whilst maintaining a high degree of communication and confidence
• Handling any client complaints or operational events in a timely and sensitive manner, in accordance with internal procedures, while keeping clients informed and being a great partner to mitigate the impact of dissatisfaction
• Co-ordinating the onboarding of clients and client change activities, 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 while 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, depository banks
• Contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients
• Apply thought leadership to both projects and management of client relationships. Occasionally, are required to lead on projects representing the client and the team.

We are looking for people who are:

• Curious: You like to learn new things and challenge the status quo
• Brave: You are happiest outside your comfort zone
• Passionate: You feel personal ownership for the work you do and an aspiration to be better
• Open: You value and respect input from others
• Experimental: You like to innovate, learn from mistakes and creatively try to outsmart the problem.
• Planner: You have great organizational skills

You should have:

• At least 3-4 years of work experience in a client facing role or operational role within Asset Management,
• Bachelor (Masters preferred) degree in Economics, Finance or similar field. Deep interest in capital markets, investments, financial products, AI etc.
• Strong client service skills, including responsiveness, issue resolution, root cause analysis and operational improvement, with a passion for delivering service excellence
• Strong interpersonal skills and is a confident, friendly and respectful individual with excellent written and verbal communication skills, comfortable liaising with clients and colleagues at all levels
• Excellent attention to detail and analytical skills with a thirst and aptitude for problem solving to deliver positive outcomes to our clients
• Accountable, motivated, diligent and results driven
• Strong planning and organizational skills with the ability to manage and control their own priorities to meet deadlines
• A great teammate, able to integrate and build rapport quickly
• Excellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skills. Microsoft Dynamic s knowledge is preferred
• Project management experience is an advantage
• Professional qualifications are beneficial (CFA, IMC etc.)
• Arabic speaker preferred

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.