Data Client Service - Vice President

Job Description

DescriptionAbout this roleVP, Data Platform & Solution, Data Client Service Edinburgh About this role BlackRock Inc. is a preeminent global firm, providing investment management, risk management and advisory services to institutional and individual investors around the world. Data Client Service provides clients with access to the intellectual capital, riskanalytics and investment platform used to support BlackRocks asset management business. By combining sophisticated risk analytics and investment systems with capital markets and business process expertise, BlackRock Data Client Service helps clients addressa variety of risk management and investment process challenges. BlackRock Data and Aladdin platform is an operating system for investment managers that combines sophisticated risk analytics with comprehensive portfolio management, trading and operations tools on a single platform to power informed decision-making, effectiverisk management, efficient trading and operational scale Every day, the Data Client Service Team tackles the hardest, most sophisticated problems in FinTech. We utilize our in-depth understanding of Aladdin, our clients businesses, and the investment management process to provide world-class customer service toour rapidly-growing, global client base. We come from diverse academic and personal backgrounds and bring unique skills to the table, but we all share a serious passion for solving tough problems and delighting our users. The Data Client Service Regional Manager is a demanding role that requires strong leadership, communication skills and a serious passion for solving problems through technology. You will be part of the fastest growing business at BlackRock, supporting our 40,000(and growing) user base of the Aladdin platform. You will also be supporting our internal BlackRock Investment teams and portfolio managers that seeks to connect the information, people, and technology needed to manage money in real time. Regional Managersare passionate about building a highly responsive customer support team and working closely with our users to ensure they have the best experience possible. In this role, you must ensure that solutions are technology first, highly scalable and backed by data.Drive talent management by hiring and onboarding the best talent that are technically curious, gritty and have a passion for helping people. Lead a team of customer support analysts and be responsible for their development and career aspirations. RegionalManagers act as the owners for our customer service technology, creating the strategy for our internal and client facing products. Key responsibilities include:Run the Business of Customer Service

• Student of the Data - Maniacal about finding trends and every decision is backed by data
• Customer Service Metrics - Aggressively setting the global customer service inquiry targets through data analysis
• Review workflows - Through a constant client feedback loop, identify enhancements in our daily workflows that will make the global team more efficient
• Stakeholder Partnership - Closely work with our stakeholder teams in the Aladdin Business to deliver the customer service strategy to our users

Customer Success

• Customer Satisfaction - Study feedback on service interactions at the inquiry level. Proactively identify and research gaps in the service your team provides and fix the underlying root cause
• Client Lifecycle - Engage with clients in the prospect/implementation phase to educate them on our service model and data driven approach to inquiry health
• Inquiry Health - Proactively connect with users to help them understand the holistic performance of the support they are receiving through metrics
• Escalation Management - Be prepared to quickly handle and resolve client escalations while researching and addressing the root cause
• New Initiatives - Be evangelists for technology and process change initiatives. Plan deployments and on-boarding strategy for new service tools

Talent Management

• Team Culture - Build a customer centric team culture relentlessly focused on customer success
• Recruiting - Hire the best talent that understands the core mission of customer service, are technically curious, gritty and have a passion for helping people. Build a healthy pipeline of strong talent and build relationships with campus recruitingteams
• Talent Development - Manage the annual onboarding and placement exercise for incoming analysts. Drive individuals to meet their goals, grow their careers, and be accountable for their overall success in the Aladdin Business and at BlackRock
• Performance Evaluation - Using data, have daily feedback and accountability conversations with your team in partnership with Product Marketing. Encourage a self-policing operating model to hit service targets

Product Owner for Customer Service

• Strategy - Set the vision for innovation on our customer service facing product. Ensure solutions are technology first, highly scalable & data driven
• Research - Listen to customers/your team, study admired customer service organizations & recommend new features to improve our efficiency
• Enabling Technology - Study the requirements from your team for enabling tools that will help them quickly get the right context to get the job done, while delivering a better experience to our users

Required Skills and Experience:

Relevant experience leading a large team, preferably in a customer facing, client support or financial services role

Passionate about customer service and enthusiastic about using technology to solve problems

Strong interest in financial services and understanding of the investment process

Excellent interpersonal and communication skills with the ability to develop lasting partnerships within the Data Platform & Solution, Aladdin Business as well as with our clients

Empathy and a unique ability to understand customer needs

Respond to client escalations in a fashion that inspires confidence and continued customer delight

Self-starter who enjoys a fast-paced, high-intensity environment and works well as part of a multi-disciplinary global team

People management and leadership skills, with the ability to inspire and engage junior talent Tech first m