Associate, Relationship Manager

21 hours ago

Edinburgh, United Kingdom eFinancialCareers Full time

**Description**
**About this role**
Client Experience Management - Associate BlackRock Overview:
Our mission is to create a better financial future for our clients. We are a diverse bunch of people who like to analyse, reinvent, and enhance how we work, and all in the pursuit of a better experience for our colleagues and clients. There are limitless problemsto solve and opportunities for development, alongside a team of clever and caring colleagues. Our culture is based on respect, inclusion, diversity but also challenge and stretch and value feedback. We believe that people reach their best potential when thedifferent facets of their home, work and community are all cared about. We can promise you fun, fast paced work environment, offer competitive and innovative benefits, and the ability to define your role in pursuit of your aspirations.
We are an equal opportunity employer and value inclusion and diversity at BlackRock. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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 client's needs, navigating BlackRock's internal organization to ensurewe seek client's 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, and 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 client's consultants and outsourced service providers to drive better outcomes for our clients and for BlackRock. In addition, CEM continues to evolve in line with industryand client trends and positions BlackRock as the class leader in service quality.
Key Responsibilities:

- Post-sales client relationship management, supporting the Client Business and existing clients through high quality client service with outstanding attention to detail. In the case of these roles, the Client Business teams are the Financial InstitutionsGroup and the UK Institutional Client Business.
- Owning client and consultant queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality;
- Understanding client's and consultant's 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;
- 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;
- 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 and operating events 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;
- Drive continuous improvement in BlackRock's service offering both internally and with external service providers such as custodian banks, depositary 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 - like to learn new things and outsmart the problem
- Brave - are happiest outside of the comfort zone
- Passionate - feel personal ownership for their work and an aspiration to be better
- Open - value and respect input from others
- Experimental - like to innovate and self-develop
Skills & Qualifications: - Strong client service skills, including responsiveness, issue resolution, root cause analysis and process improvement, with a passion for delivering service excellence
- Robust interpersonal skills and be confident, friendly and respectful individual with excellent written and verbal communication skills. Comfortable liaising with both BlackRock's clients and colleagues at all levels.
- Excellent attention to detail and analytical skills with a thirst and aptitude for problem solving and willingness to go the deliver positive outcomes
- Accountable, motivated, diligent and results driven
- Strong planning and organisational skills with the ability to manage and control their own priorities to meet deadlinesA desire to be a phenomenal teammate, able to integrate and b

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