Director – Client Service Officer Lead for UK Fiduciary/OCIO clients

About this role

BlackRock Overview
 

BlackRock is one of the world’s preeminent asset management firms and a premier provider of global investment management, risk management and advisory services to institutional, intermediary and individual investors around the world. BlackRock offers a range of solutions — from rigorous fundamental and quantitative active management approaches aimed at maximizing outperformance to highly efficient indexing strategies designed to gain broad exposure to the world’s capital markets. Our clients can access our investment solutions through a variety of product structures, including individual and institutional separate accounts, mutual funds and other pooled investment vehicles, and the industry-leading iShares® ETFs. BlackRock’s Multi-Asset Strategies and Solutions (MASS) group delivers whole portfolio investment solutions to Outsourced Chief Investment Officer (OCIO), Fiduciary Management and Wealth Solutions clients.

About Client Experience
 

Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars: 1) Client Experience Delivery, client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform, 2) Client Experience for Wealth clients, 3) Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and 4) Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management.
 

Whole Portfolio Servicing Team Overview
 

Exceeding the service expectations of our most complex clients at all stages of the client lifecycle is equal in importance to strong investment performance. The Whole Portfolio Servicing Team is a pillar within BlackRock’s Client Experience division and is responsible for delivering a dedicated onboarding and servicing experience to the firm’s OCIO and Wealth Solutions clients.

The team’s role within the Client Experience division is to drive the delivery of superior client experience for our clients, whilst ensuring we help build scale and evolve BlackRock’s overall client servicing capabilities.

Client Service Officer Role Overview
 

In the role of Client Service Officer (CSO) Lead you will be leading a team of talented CSOs supporting the firm’s most important and complex UK Fiduciary mandates. You will also be responsible as the lead CSO on key strategic relationships including building a deep and trusting relationship with the client from a very early stage of the firm’s overall relationship and continuing this partnership into an ongoing service relationship. By working with the firm’s most complex and demanding clients you will challenge yourself to understand intricate operating models and unique servicing requirements in order to provide a differentiated client experience. Through proactive engagement you will have the satisfaction of delivering the best of BlackRock to your clients with the goal of exceeding their servicing expectations.

Role Responsibilities

• Team Leader for UK Institutional Whole Portfolio Servicing team of CSOs, driving their ongoing personal development and ensuring delivery of the CSO role to the highest possible standards
• Establish a trusting relationship with complex UK Fiduciary clients and build a deep understanding of their organization and whole portfolio investment solution
• Leverage your deep client relationships and UK Pension specific knowledge to understand how BlackRock can continuously improve its service proposition for complex clients
• Lead the design and documentation of a servicing standard that meets each client’s needs
• Deliver a dedicated service experience that exceeds this standard through proactive engagement
• Partner with client implementation team members, to onboard and manage ongoing change to your mandates
• Partner with colleagues and functions across BlackRock to innovate and develop new technology and operational processes that continue to improve your clients’ servicing experience
• Own and evolve the core operational service offering in partnership with groups across the firm and our key third party providers
• Drive and execute on client RFP pitches and new business opportunities in your capacity of Client Service Officer, being a role model for BlackRock’s vision for delivering superior Client Experience

Experience and Skills
 

The successful candidate will exhibit the following set of experiences and skills:

• Proven client management skills and service philosophy
• Ability to understand complex investment portfolios and experience with associated operating models
• Experience in contributing to, and delivery of, client RFP pitch materials and presentations
• Experienced people manager with a track record of developing and nurturing high potential talent
• Strong understanding of the key operational activities required to support multi-asset solutions for large clients
• Problem solver who seeks to innovate and design solutions
• Naturally exudes emotional ownership for client needs
• Confidence to form and deliver a clear opinion and articulation of your rationale
• Excellent communication skills and team-approach mindset
• Operates effectively under pressure and working to tight deadlines
• Proficiency in independently prioritising own work
• Appreciation for importance of process to manage risk
• A quick and curious learner who seeks to improve themselves and those around them
• Understanding of the UK Regulatory landscape and Liability Driven Investment strategies, including impact on UK Institutional clients

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 designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

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 @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, race, religion, sex, sexual orientation and other protected characteristics at law.