Relationship Manager
Il y a 7 mois
Description
About this role
About BlackRock
BlackRock is one of the world’s largest 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.
The team’s role within the Client Experience division is to drive the delivery of superior client experience for our clients, whilst ensuring we help build scale and evolve BlackRock’s overall client servicing capabilities.
Job Summary
The CXD Belux team is looking for a new team member with base in Brussels, who will be working with a team of 3 Client Service Officers (CSOs) covering a variety of products and services. CSOs are dedicated client servicing leads for the Belux institutional, 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
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
- Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality
- 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
Experience and Skills
- 2-3 years of experience in client service, fund administration, custodial services, operations, investment consulting or portfolio management support
- Bachelors or Masters degree in business administration, finance, law, economics, accounting or similar
- Good oral and written communication skills in English, Dutch and French
- 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 independently
- A self-starter who 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
- Abili
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