Client Service Officer, Vice President

Our mission within the Client Experience (CX) organisation is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of competitive advantage.

We are organized across 4 key pillars:

1) Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery; Onboarding and Contracting teams bringing new business onto our platform, 2) Whole Portfolio & Wealth, 3)Client Experience Operations, core client operations teams driving reporting and billing, and4) Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management.

Team Overview

Exceeding the service expectations of our clients at all stages of the client lifecycle is equal in importance to strong investment performance.The Client Experience UK Pensions Teamis part of the Client Experience Delivery division and is responsible for delivering a dedicated servicing experience to UK’s DB and DC institutional client base. The team’s role is to drive the delivery of outstanding client experience for the UK client and consultant community, whilst ensuring we help build scale and evolve BlackRock’s overall client servicing capabilities. The UK Pensions Team is comprised of four client pods: Strategic & Multinational, Consultant, Local Government Pension Schemes and DC.

Client Service Officer (CSO) Role Overview

In the role of Client Service Officer (CSO) you will be responsible for strategic DB client relationships. This will entail building trusted and deep relationships with your clients. By working with the firm’s most sophisticated and demanding clients you will challenge yourself to understand intricate operating models and outstanding servicing requirements in order to provide a differentiated client experience. Through proactive engagement you will have the happiness of delivering the best of BlackRock to your clients with the goal of exceeding their servicing expectations.

Role Responsibilities

You will join the Client Experience UK Pensions Team, reporting to the Head of the MNS (Multi-Nationals & Strategic Clients) pod. In this role and working in close partnership with our Institutional Client Business, you will be passionate about:

• Leading large/sophisticated client relationships as main contact for servicing

• Collaborating closely with meaningful Relationship Managers and other CSOs to ensure the seamless delivery of client service excellence

• Driving and completing client RFP pitches and new business opportunities in your capacity of Client Service Officer (CSO), being a role model for BlackRock’s vision for delivering outstanding Client Experience

• Managing the client relationship through every stage of the life cycle, from assessing pre-win complexity, through to onboarding client mandates and completing ongoing service requirements of our clients and their third parties.

• Operating as a creative problem solver and building positive relationships with client-facing teams

• Building proactive operational service plans for clients, aligned with client expectations and strategic delivery initiatives

• Applying thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the team.

• Demonstrating your deep client relationships and UK Pension specific knowledge to understand how BlackRock can continuously improve its service proposition for sophisticated clients

• Partnering with colleagues and functions across BlackRock to innovate and develop new technology and operational processes that continue to improve your clients’ servicing experience

• Owning and evolving the core operational service offering in partnership with operational groups across the firm and our key third party providers.

Experience and Skills

The successful candidate will exhibit the following set of experiences and skills:

• Proven client leadership skills and service philosophy

• Prior experience with financial services operational functions, as well as in working client facing teams (7-10 years’ experience)

• Ability to understand sophisticated 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 multi-asset solutions for large 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 attitude

• Operates effectively under pressure and working to tight deadlines

• Proficiency in independently prioritising own work

• Appreciation for importance of process to manage risk

• Strong intellectual ability and collaborator leadership skills evidenced by an ability to establish their credibility and influence with senior leaders throughout the firm

• Understanding of the UK Regulatory landscape and Liability Driven Investment strategies, including how it impacts UK Institutional clients