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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, 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, and 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 our clients and for BlackRock. In addition, CEM continues to evolve in line with industry and client trends and positions BlackRock as the class leader in service quality.
Post-sales client relationship management, supporting the UK Sales Team and existing 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 a high quality;
Understanding clients' needs and liaise with internal teams and third-party service providers where vital, 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 meaningful relationship Managers and other Service Managers to ensure the flawless client service whilst maintaining a high degree of communication and confidence;
Handling any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients advised 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 cooperated with the client;
Facilitate diagnosis of sophisticated 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;
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 required to lead on projects representing the client and the team.
We are looking for people who are:
Curious - like to learn new things and outsmart the problem
Brave - are happiest outside of the comfort zone
Passionate - feel personal ownership for their work and an aspiration to be better
Open - value and respect input from others
Experimental - like to innovate and self-develop
Skills & Qualifications:
Strong client service skills, including responsiveness, issue resolution, root cause analysis and process improvement, with a passion for delivering service excellence
Robust interpersonal skills and be confident, friendly and supportive individual with excellent written and verbal communication skills. Comfortable liaising with both BlackRock's clients and colleagues at all levels.
Excellent attention to detail and analytical skills with a thirst and aptitude for problem solving and willingness to go the deliver positive outcomes
Accountable, motivated, diligent and results driven
Strong planning and organisational skills with the ability to handle and control their own priorities to meet deadlines
A desire to be an excellent teammate, able to integrate and establish trust quickly
Excellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skills
Project management experience is an advantage
Professional qualifications an advantage
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.
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, 2020, the firm managed approximately $7.32 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.