Vice President

5 months ago

Riyadh, Saudi Arabia BlackRock, Inc. Full time

Vice President - Client Experience Management

**About this role**

The Client Experience Management (CEM) team sits between our Client Business and functional teams across Technology & Operations, acting as the client's primary point of contact for day-to-day servicing and query resolution. CEM works directly with our Client Business teams to ensure all servicing needs of our clients are understood and aligned with operational teams across BlackRock, whilst also supporting ongoing account management throughout the client journey. In addition, the team ensures that BlackRock's service offering continues to evolve alongside industry and client trends and is focused on digital efficiencies that lead to outstanding service excellence.

**Role Overview**:
Located in BlackRock's Riyadh office and reporting to the Head of Middle East and Africa (MEA) Client Service, you will be an integral part of the MEA CEM team. Working in close partnership with the client business teams, you will be the servicing lead for institutional, wealth and family office clients across the Middle East.

We are looking for someone who enjoys working with clients and is a highly motivated self-starter with passion for client service excellence.

**Key Responsibilities**:

- Post-sales client relationship management, supporting Relationship Managers in maintaining relationships with existing clients through delivery of high-quality client service at every stage of the client lifecycle. From oversight of routine deliverables to proactive client outreach and leading service review meetings.
- Provides operational support and guidance to the sales process where appropriate (e.g., operational input into RFPs, pitch participation, operational content in new business due diligence process etc).
- Connects the client, Relationship Manager, and broader organisation to ensure efficient delivery of client change activities (including new mandates onboarding). Ensuring the correct processes and procedures are followed and the client intent is fully understood.
- 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.
- Owning day-to-day and ad hoc client queries. Delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality.
- Gaining a deep understanding of clients' service requirements, storing details on client management systems, and sharing information internally to contextualize and motivate partnership with internal teams.
- Contribute to the development, maintenance, and monitoring of Key Performance Indicators.
- Participate in ongoing Client Experience Platform innovation, cross-training opportunities across the team, including learning other skills to support the activities of the wider CEM group.
- 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.

**Skills & Qualifications**:

- Minimum of 10 years' prior experience with financial services operational functions and client facing teams. Knowledge and experience of working with complex institutional clients and segregated portfolios is a plus.
- Strong client service skills, including responsiveness, issue resolution, root cause analysis and process improvement. You exhibit a client-focused attitude and are dedicated to delivering service excellence.
- Robust interpersonal skills and stakeholder management, including the ability to collaborate with cross functional teams and colleagues at all levels.

Highly proactive, self-starter; willing to take ownership of issues and
- through to resolution.
- Clear communicator with excellent business writing and proofreading skills.
- A desire to be a phenomenal teammate, able to integrate and build rapport quickly. Must support and promote a conscientious, motivated, diligent and results driven work ethic.
- Strong planning and organisational skills. Can prioritise time across multiple tasks to deliver to tight deadlines under pressure.
- Have experience in a process driven, risk-controlled environment.
- A positive, solutions orientated attitude and desire to learn.
- People management experience preferred.
- Proficiency in Arabic desirable.

**Our benefits**

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; 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 des

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