About this role

Client Experience Management (CEM):

The Client Experience Management (CEM) team at BlackRock is dedicated to ensuring an exceptional client experience. CEM acts as an intermediary between the Client Business and functional teams within the Business Operations Platform, serving as the central contact point for clients' day-to-day matters. The team aligns client service needs with BlackRock's operational capabilities, supporting clients post-win and ensuring the operational service offering evolves with industry trends to maintain world-class service. CEM also provides internal consultancy on operational matters.

Client Service Officers (CSOs) in CEM build deep, trusting relationships with clients from the start and continue in a dedicated servicing role. By engaging with complex clients, CSOs gain a thorough understanding of unique servicing requirements to deliver a differentiated client experience. Through proactive engagement, CSOs ensure the best of BlackRock is delivered to clients, aiming to exceed their servicing expectations.

• Post-sales client relationship management, supporting the Relationship Managers and 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 professional quality
• Understanding clients' needs and liaise with internal teams and third-party service providers where necessary, 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 relevant Relationship Managers and other Service Managers to ensure the seamless 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 informed 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 agreed with the client
• Facilitate diagnosis of complex 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, depository 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

• 1-2 years of experience in either client service, fund administration, custodial services, operations, sales, investment consulting, portfolio management support or similar fields.
• Bachelor's or Master's degree in business administration, finance, law, economics, accounting, or a related field. Work experience relevant to these fields may be considered as an acceptable substitute for a degree.
• Proficient in English with strong oral and written communication skills; familiarity with another Nordic language is advantageous but not required.
• Strong proficiency with Microsoft Office applications is essential, along with technical skills to efficiently manage multiple programs concurrently.
• Capable of meeting deadlines and working independently on routine client projects.
• Demonstrated interest in the financial services/investment industry and a commitment to continuous learning, both independently and in team settings.
• Self-motivated with the ability to recognize when to escalate issues appropriately. Must be able to work collaboratively within a team and take on additional responsibilities as needed.
• Ability to evaluate process inefficiencies, identify and implement operational improvements, and resolve issues. Possesses innovative problem-solving skills and the capability to think and act quickly and creatively.