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BlackRock

Vice President | Relationship Management - Client Service (Institutional Business) | Melbourne

Melbourne, Australia

Description

About this role

Business description:

BlackRock, the world's leading investment manager and risk manager is committed to providing exceptional service to its clients. As the BlackRock business continues to grow and our client's investment strategies become more sophisticated, the need to support complex service requirements is crucial to maintaining BlackRock's position as an industry leader in providing superior client service.

The Client Experience Management (CEM) team works with the BlackRock client businesses to ensure that the servicing needs of our clients are understood and aligned with the operational teams across BlackRock.

The team is 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 best in class leading operational excellence.

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In addition, the team is responsible for driving and delivering the daily client experience and servicing client needs through interaction with various teams across the firm.

Job Summary:

The successful candidate will be part of a team of Client Experience Management professionals supporting our institutional clients located in Australia.

Primary responsibilities are to provide the first line of operational / business liaison service and support for our clients and offers a unique opportunity to face off directly with our clients and a wide range of stakeholders within the business locally.

Responsibilities:
  • The candidate will be the primary point of contact for Australian institutional clients who have appointed BlackRock to manage their segregated portfolios and their pooled fund investments, with a particular focus on offshore BlackRock products.
  • The candidate will be expected to own institutional client queries and drive them through to resolution, ensuring a variety of client queries are handled with due care and attention and responded to within agreed time frames and always with consideration of the client's needs and expectations.
  • The candidate will be expected to work with the relevant external and internal teams to resolve client queries and deliver the right client experience. They will be required to handle any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and managing the relationship to mitigate the impact of dissatisfaction.
  • Own the overall operational client service experience, in partnership with the Client Business throughout the client lifecycle
  • Provide a bridge between the Client Businesses and the local, regional and global operational teams to improve the quality of the client service experience and engage the operational resources of the firm to meet clients' needs.
  • Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing, including review and validation of monthly metrics.
  • Provide and/or co-ordinate appropriate representation for Business Operations at Client meetings and due diligence visits etc.
  • Engage the operational resources of the firm to meet clients' needs
  • Focus on sustaining the highest level of client service


Qualifications:
  • Prior experience in the Australian asset management industry with exposure to a variety of operational and client service functions
  • Experience in dealing with clients and associated operational risk matters;
  • Ability to develop strong collaborative working relationships with key Client Business and operations stakeholders;
  • Ability to work proactively with others to resolve and escalate issues appropriately;
  • Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive;
  • Ability to plan and meet multiple deadlines within a fast paced, high pressure environment to consistently meet the needs of the business and our clients.
  • Strong in-depth product knowledge, especially investment guidelines and their impact to performance and operational complexity.
  • Prior people management skill is preferred.
  • Attention to detail, strong comprehension skills, lateral thinking and problem solving capabilities.
  • Ability to use factual based data in decision making process while working under critical deadlines.
  • Strong presentation skills and ability to adapt to audience at all corporate levels.
  • Ability to analyse, synthesise and present data in an concise and easy to understand style
  • Expert communicator, strong interpersonal skills;
  • Strong, effective communication skills, both written and verbal.


Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work pilot

BlackRock's current hybrid work pilot is designed to help you experience the best of both worlds: the opportunity to connect with colleagues in person and the flexibility to work remotely, with greater time to focus on what's important to you. In line with local health guidance and regulations, employees are generally expected to work 3 days in the office and 2 days from home (on average) each week. For some business groups, more time may be required in the office, while greater flexibility may be in place for others. Our 'One BlackRock' culture means you'll be supported to collaborate with your new colleagues while bringing your full self to work - wherever you are.

The health, safety and well-being of our people will always be our top priorities; we will continue to monitor local conditions and health advisories in making decisions about our work environments.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.

Client-provided location(s): Melbourne VIC, Australia
Job ID: blackrock-112500870
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Life Insurance
    • Mental Health Benefits
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • Fitness Subsidies
  • Parental Benefits

    • Family Support Resources
    • Adoption Leave
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
  • Work Flexibility

    • Hybrid Work Opportunities
    • Flexible Work Hours
  • Office Life and Perks

    • Casual Dress
    • Commuter Benefits Program
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Unlimited Paid Time Off
    • Volunteer Time Off
    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Financial Counseling
    • 401(K)
    • Company Equity
    • Performance Bonus
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Internship Program
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Tuition Reimbursement
    • Lunch and Learns
  • Diversity and Inclusion

    • Founder led
    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

Company Videos

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