About this role
About Client Experience
Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha.
Team Overview
The Service Innovation Desk (SID) is part of the firm's global CX organization and brings greater efficiency to how we service our clients. It aims to centralize service tasks, uncover automation and efficiency opportunities, and drive scale.
Role Summary
We are seeking a Team Lead for our Client Service team based in Mumbai. This role involves leading and expanding the existing team, thereby directly contributing to our strategy of providing timely, solutions-oriented service to our clients.
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Role Responsibility
- Manage the SID Client Service team including carrying out service activities
- Partner with other SID teams globally to implement a consistent operating model
- Identify activities to migrate and reengineer from legacy teams and locations
- Establish operational rigor, knowledge management and supporting workflows to enable a more efficient and streamlined service experience
- 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
- Partner to establish robust internal SLAs to enhance the client service experience
- Ensure the team delivers a world-class client experience via front-line client service to clients and related third parties and responding to client queries via email and phone
- Develop and implement continuous improvement plans
- Enhance the quality of client interactions, ensuring quality assurance, compliance and regulatory obligations are met across all interactions
- Measure effectiveness via client centric indicators
- Embrace the use of technology and digital tools to deliver the highest level of service
- Understand end to end client support process, coordinating with internal and external teams to resolve client enquiries
What We Look For:
- 8 to 12 years of relevant experience in client support team in financial industry.
- Team management experience is a must have
- Postgraduate - MBA (Finance) or equivalent
- Background in finance/asset management is a must have
- Analytical, process-minded and risk aware
- Operates with data driven decision making
- Continual improvement mentality
- Superb partnership, communication and collaboration skills
- Scale operator
- Highly proficient on industry standard software (e.g. Microsoft Dynamics, Power BI) will be preferred
- A passion for serving clients by being responsive and empathetic
- Strong interpersonal and relationship-building skills
- A high degree of emotional ownership over your work
- Strong planning and organizational skills with the ability to manage priorities to meet deadlines
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 hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
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 @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.