About this role

Client Experience Management (CEM):

The Client Experience Management (CEM) team is passionate on ensuring BlackRock delivers outstanding client experience! This is an exciting opportunity to join the Client Service team in Budapest, focused on our UK Institutional Client book, servicing UK Pension Schemes. Over time, this team will be expanded to cover all client channels. You will be joining a globally distributed team of Experience Managers who are already delivering service excellence to our clients at an enterprise level.

CEM sits between the Client Business and the functional teams within the Business Operations Platform, acting as a client's central contact point for all day-to-day servicing, queries, and issues. CEM works with the Client Business to ensure that the service needs of our clients are understood and aligned with the operational teams across BlackRock and then supports clients on an ongoing basis from an account management perspective post win. In addition, the team are responsible for ensuring that BlackRock's operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients world class leading service excellence. The team is also charged with being the client experience specialist in the room internally, and providing clients with consultancy where required around operational matters.

• 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

• Curious: You like to learn new things and challenge the status quo
• Brave: You are happiest outside your comfort zone
• Passionate: You feel personal ownership for the work you do and an aspiration to be better
• Open: You value and respect input from others
• Experimental: You make mistakes, but learn from them
• Geeky: You want to outsmart the problem

• At least 3-4 years of work experience in a client facing role for Associate, or 0-3 years for Analyst level candidates
• Bachelor (Masters preferred) degree in Economics, Finance or similar field. Deep interest in capital markets, investments, financial products, AI etc.
• Financial certifications are preferred
• Strong client service skills, including responsiveness, issue resolution, root cause analysis and operational improvement, with a passion for delivering service excellence
• Strong interpersonal skills and be confident, friendly and respectful individual with excellent written and verbal communication skills, comfortable liaising with clients and colleagues at all levels
• Excellent attention to detail and analytical skills with a thirst and aptitude for problem solving to deliver positive outcomes to our clients
• Accountable, motivated, diligent and results driven
• Strong planning and organizational skills with the ability to manage and control their own priorities to meet deadlines
• A great teammate, able to integrate and build rapport quickly
• Excellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skills. Microsoft Dynamic s knowledge is preferred
• Openness to conclude IMC
• Project management experience is an advantage
• Professional qualifications an advantage (CFA, IMC etc.)