Client Experience Management, Associate

About this role
Business Description:
As the leading investment and risk manager, BlackRock is committed to providing exceptional service to its clients. As our business continues to grow and our client’s investment strategies become more sophisticated, the need to support complex service requirements is crucial to maintaining BlackRock’s position as an industry leader in providing outstanding client service.
About Client Experience:
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 Management (CEM) team, which sits within Client Experience Delivery, is passionate on ensuring BlackRock delivers outstanding client experience. This is an existing opportunity to join the team in Singapore, focused on our APAC Wealth distributional channel. CEM works with the BlackRock Client Business to ensure that the operational needs of our clients are understood and aligned with the operational teams across BlackRock.
You will work with our clients, supporting a variety of servicing inquiries and operational functions.
We are the first line of operational / business liaison service and support for our Clients, and Client Business teams covering BlackRock’s Hong Kong onshore funds and offshore domiciled funds (Luxembourg, Dublin, Cayman).
Responsibilities:
– Be responsible for the overall operational client service experience throughout the client lifecycle
– Post-sales client relationship management, supporting Client Business and existing clients through high quality onboarding and servicing with outstanding attention to detail
– Ensure the team maximizes global standards, policies and procedures, whilst taking account of regional nuances and business requirements
– Resolution of inquiries, handling all issues and raising to leadership as appropriate
– Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing including review and validation of monthly metrics
– Establish / enhance positive relationships with key partners within BlackRock
– Contribute to project initiatives, apply thought leadership to both projects and management of client relationships.
Requirements:
– Prior experience – 3+ years of work experience in a client facing role within asset management / Fund Administration / Banking & Financial services
– Exposure to Alternatives Funds operations i.e., Close ended and Open-ended Alternatives funds – Investor Servicing & Fund Administration is desirable. Knowledge of Fund terms, Performance calculation methodologies, Fund close events, capital calls, distribution lifecycle, Investor Reporting and related aspects of an Alternatives fund life cycle
– Knowledge of Fund distribution and associated processes is desirable
– BA/BS degree equivalent
– Familiarity with AML/KYC, Due Diligence, Onboarding project management
– Ability to manage and control multiple priorities to meet deadlines
– Experience in dealing with clients and associated operational risk matters
– Organized & have a can-do approach to resolving client requests
– Ability to develop strong collaborative working style with key internal partners in a dynamic, fast-paced environment with high self-assurance, energy and drive. Strong communicator and interpersonal skills. Strong presentation skills and ability to adapt to audience at all corporate levels
– Good working knowledge of Microsoft applications
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents 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.