Relationship Manager - Client Service Director

Job Description

DescriptionAbout this roleBusiness Unit Overview: The Client Experience Management (CEM) team sits between our Client Business and functional teams across Technology & Operations, acting as the client or consultants central point of contact for day-to-day servicing, queries and resolution. CEM works directlywith our Client Business teams to ensure all servicing needs of our consultants and clients are understood and aligned with operational teams across BlackRock, while also supporting ongoing account management throughout the client journey. In addition, theteam ensures that BlackRocks service offering continues to evolve alongside industry and client trends and in addition, is focused on digital efficiencies that lead to outstanding service excellence. Team OverviewOver the past years, BlackRock has made a significant investment in evolving the Client Experience - to reduce operating risk, build cost efficiencies, and influence asset retention. Our mission is to accelerate the development of our digital capabilities andimplement strategic changes to our client service processes. These changes improve the experience of conducting business with the firm for our institutional clients and consultants across the entire client lifecycle. Role ResponsibilitiesReporting to the EMEA Head of Client Experience Management, the UK Global Consultant Relations (GCR), (CEM) Lead will join the Client Experience (CX) organization. In this role and working in close partnership with both our Client Business and the GlobalConsultant Relations team, you will be responsible for running our servicing relationships with our Consultant firms in EMEA in their delegated capacity as well as in their capacity as either advisors or intermediaries for our mutual clients. The successful candidate will be responsible for working with partners firmwide to deliver key points along the clients and consultants operational journey, including onboarding, contracting, AML/KYC, client reporting, billing, order placement, change events,and management of ad hoc queries, ensuring that both clients and consultants have a full understanding of the end to end investment process. They will be adept at rapidly mobilizing the firm to address consultant service partner concerns and issues on behalfof our mutual clients, as well as impactfully representing BlackRocks CX capabilities and approach to both existing and prospective consultants and where appropriate, our existing or prospective mutual clients. In recognition of the consultant reach across the broader EMEA region, you will also be responsible for ensuring that you are aware of each consultants engagement across the region and drive a coordinated global servicing strategy and approach for each consultant. Responsibility for:Strategy and Management

• Lead, motivate and grow a team of CX professionals who are accountable for all aspects of the end to end client experience
• Lead large sophisticated consultant relationships as main contact for servicing specific key/complex client relationships.
• Operate as a creative problem solver and build positive relationships with consultant and client-facing teams in the region. Drive resolution of complex operational issues, as well as contribute to new business proposals in order to demonstrate how clientexperience is a form of alpha for BlackRock
• Build proactive operational service plans for consultants and clients, aligned with client expectations and strategic delivery initiatives.
• Working with the Global CX team, re-underwrite critical processes to ensure a consistent global service model that is also locally tailored to reflect the needs of both clients and consultants. Work with technology partners to help define the requirementsfor service technology, and play an active role in testing, deployment and adoption
• Acts as point of escalation for the consultants, our mutual clients and the Consultant and Client Relationship Managers.

Talent Management

• In partnership with HR teams and broader CX organisation, be responsible for key talent practices and processes for the Consultant Servicing CEM team of approx. x individuals, including recruitment and hiring strategy, training, employee engagement & retentionstrategies

Experience & Skills

• Incumbent will be expected to demonstrate strong leadership, contribute meaningfully outside of their direct functional responsibilities
• Min 10 years experience
• Strong communication and interpersonal skills, including the ability to collaborate with cross functional teams
• Highly proactive; willing to take ownership of issues and follow through to resolution
• A positive, solutions orientated attitude and desire to learn
• A passion for sponsoring, mentoring and developing talent regionally and functionally
• Prior experience with financial services operational functions, as well as in working client facing teams.
• Strong intellectual ability and stakeholder management skills evidenced by an ability to establish their credibility and influence with senior leaders throughout the firm
• Ability to lead by example - high standards and strong work ethic
• Excellent business writing and proofreading skills and attention to detail
• Strong time management and project skills with the talent to set and maintain priorities in a multi-task environment
• Proficiency in Microsoft Office - Word, PowerPoint and Excel

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 bethere for the people you care about. About BlackRockAt 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 childrens 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. Its why were dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportuni