Associate - Service Innovation Desk

About this role

About Client Experience

The CX organization, situated within Technology & Operations, touches all aspects of the client journey, and is aligned across 4 key pillars: Onboarding (Contracting, Client & Product Implementation, Due Diligence), CX Operations (Client Order Management, Invoicing, Reporting), CX Delivery (Service Innovation Desk, Client Experience Management, Whole Portfolio Solutions Servicing), and CX Transformation (COO, Projects & Engineering, Analytics, Research). Our vision is to make service so simple it becomes a source of alpha for BlackRock.

Service Innovation Desk (SI Desk)

The SI Desk is a new function in the firm's global Client Experience organization that will bring greater efficiency to how we service our clients. It is a key enabler for our CX strategy and a critical component of BlackRock's client experience evolution. Our team members span the globe, with a presence in Edinburgh, Budapest, Mumbai and Atlanta. Come join us as we build the function!

The Opportunity

As a member of the SI Desk, you will be responsible for resolving service tasks and addressing the needs of our institutional clients and third parties. Importantly, you will also identify ways in which we can improve our internal processes and find opportunities for using systems and tools to enhance how we carry out our client service work, driving efficiency and scale in the way that we provide service. The role provides a terrific opportunity to learn about the asset management industry, our firm, and the clients we serve.

Key Responsibilities of the Role:

• Ensure timely and accurate responses to requests from both internal and external clients
• Manage junior team members; oversee work and guide career development
• Evaluate processes and procedures for inefficiencies, make and implement recommendations for improvement
• Be motivated to achieve or outperform on service-level agreements and client expectations
• Embrace the use of technology and digital tools to deliver the highest level of service
• Aim to achieve excellent results in client satisfaction surveys and work closely with other team members to achieve overall strategic business objectives
• Build relationships and collaborate closely with internal partners to ensure a flawless delivery of service
• Handle client concerns in a timely and sensitive manner and in accordance with internal procedures
• Facilitate the diagnosis of complex client service issues, identify the source of service deficiencies and own their resolution

What We Look For:

• 3+ years of experience in client service, operations, sales or portfolio management support
• A passion for managing people; experience of people management, either formally or informally
• Strong interpersonal and relationship-building skills
• A passion for serving clients by being responsive and empathetic
• An interest in breaking down inefficiencies and building things back up - but better
• Excellent written and oral communication skills, and comfort in working closely with clients and colleagues at all levels
• Excellent attention to detail and analytical skills with a slant toward problem solving
• A high degree of emotional ownership over your work
• Strong planning and organizational skills with the ability to manage priorities to meet deadlines
• Excellent working knowledge of MS Office, including Outlook, Word, Excel and PowerPoint
• An interest in asset management and a desire to learn
• BA/BS or equivalent

Our top candidates will be naturally curious and entrepreneurial. They will be adventurous individuals who are not afraid to try out new things and learn from their mistakes. They are the type to fully embrace their work and see it through to the end. This could be you!

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 current hybrid work model is designed to enable in-person connections and collaboration that is core to our culture, while supporting increased flexibility for all employees. In line with local health guidance and regulations, employees are required to work at least 3 days in the office each week, with the flexibility to work from home up to 2 days a week. Some business groups may require more time in the office due to their roles and responsibilities. The health, safety and well-being of our people will always be our top priorities; we will continue to monitor local conditions and health advisories in making decisions about our work environments.

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.

For additional information on BlackRock, please visit careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | 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.