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BlackRock, the world's leading investment and risk manager, is committed to providing outstanding service to its clients. As the BlackRock 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.
The Client Experience Management (CEM) team works with the BlackRock Client Business to ensure that the operational needs of our clients are understood and aligned with all teams across BlackRock.
You will work with your manager to achieve benchmark in client service excellence, risk management practices, process enrichment initiatives and task execution. Above all, you will be responsible for helping foster our culture of openness, inclusion and engagement across all parties, encouraging a "bottom up" approach to issue resolution that supports inventive, data driven, creative solutions. You will build solid rapport across BlackRock's many external providers (counter parties, brokers, custodians, clearing houses, Fin Tech firms). You will utilize your technical expertise to help connect industry intelligence and market trends with BlackRock's technology and operational capabilities to help define and execute clear business requirements that will evolve the future process.
In addition, the team are responsible for ensuring that BlackRock's operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients industry leading operational excellence.
Ensure we use global standard methodology, policies and procedures whilst account of local nuances and business requirements
Be responsible for the overall operational client service experience alongside the Client Business throughout the client life cycle
Focus on servicing and support of Taiwanese clients (50%+ of your time) as well as non-Taiwanese clients (less than 50%). The role specifically excludes support of Taiwanese clients investing in mutual funds domiciled in Taiwan.
Work closely with the other teams to implement a consistent, scalable and controllable service model
Focus on the partnership between the Client Business and the Global Business Operations teams to improve client service offering and quality of delivery
Own and evolve the core service offering in partnership with operational groups across the firm and our key third party providers
Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing including review and validation of monthly metrics
Establish and measure client service benchmarks.
Focus on continuous efforts in sustaining the highest level of client service
Engage the operational resources of the firm to meet clients' needs
Establish / improve positive relationships with key partners within BlackRock.
Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies;
Drive Operational Due Diligence meetings with clients presenting BlackRock's Business Operations value proposition, coordinating functional presenters and materials, collecting and sharing feedback, taking responsibility for meeting follow-ups and detailing and reporting meeting metrics
Champion awareness and knowledge sharing of business operations service and functions;
Build and constantly develop your existing knowledge of the Business Operations' functions and keep current on major activities being undertaken and challenges and successes that are being experienced;
Minimum 10 years' experience in the asset management (or closely related) industry with exposure to a broad range of operational and client service functions;
In-depth technical understanding across service functions together with a deep understanding of the end-to-end client and trade life-cycles;
Previous exposure to the sales process preferred though not essential;
Ability to develop strong collaborative working style with key Client Business and operations partners;
Experience in dealing with clients and associated operational risk matters;
Have a can-do attitude to resolve and call out issues appropriately;
Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive;
Strong presentation skills and ability to adapt to audience at all corporate levels.
Ability to analyse, synthesize and present data in a concise and easy to understand style
Expert communicator, strong interpersonal skills are required. Proficiency in Mandarin and English (both written and verbal) is critical
Ability to think strategically
Relevant tertiary or industry-based qualifications.
BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, disability, veteran status, and other statuses protected by law.
BlackRock's purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals. As of June 30, 2019, the firm managed approximately $6.84 trillion in assets on behalf of investors worldwide. For additional information on BlackRock, please visit www.blackrock.com/corporate | Twitter: @blackrock | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock.
BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.
Internal Number: 6474757
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