Associate - Relationship Manager (Client Experience)

-BlackRock, Inc.Riyadh, Saudi ArabiaSave

Posted 1 day ago Permanent Competitive
- Associate - Relationship Manager (Client Experience)

**About this role**

**Business Unit Overview**:
The Client Experience Management (CEM) team is passionate on ensuring BlackRock delivers outstanding client experience. We work directly with clients and with internal partners to meet our clients' needs and navigating BlackRock's internal organization to ensure we seek clients' requirements in a commercially, appropriate way while mitigating risk for clients and the firm.

Together with BlackRock's client business teams, we own and represent internally the client intent for new business/changing requirements and develop our awareness of industry trends, to drive improvements to our service preposition.

CEM are responsible for the ongoing service relationship with our clients, representing their needs to BlackRock operational teams and, vice
- versa, representing capabilities to clients. The team provides specialist consultancy on operational service matters, both internally and with clients, as well as acts as a key authority in the client solution sales and implementation process.

As part of this, CEM invests in partnerships with local industry participants such as clients' outsourced service providers to drive better outcomes for both our clients and BlackRock. In addition, CEM continues to evolve in line with industry, client trends and positions BlackRock as the class leader in service quality.

**The Opportunity**:
**Key Responsibilities of the Role**:

- 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 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 or operational events in a timely and sensitive manner, in accordance with internal procedures, while 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 while 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

**We are looking for people who are**:

- 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 like to innovate, learn from mistakes and creatively try to outsmart the problem.
- Planner: You have great organizational skills

**You should have**:

- At least 3-4 years of work experience in a client facing role or operational role within Asset Management,
- Bachelor (Masters preferred) degree in Economics, Finance or similar field. Deep interest in capital markets, investments, financial products, AI etc.
- 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 is a 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 rappor