Vice President, Client Experience

About this role

Your team

The Client Experience Management (CEM) team partners with BlackRock’s client businesses and operational teams to ensure that client servicing needs are understood and effectively addressed. The team helps evolve BlackRock’s operational service offering in response to client and industry trends, with the goal of making it easier for clients to do business with BlackRock.

Your role and impact

As a Vice President within Client Experience Management, you will drive the day-to-day experience of institutional clients across Greater China, with a focus on Hong Kong, Macau, and mainland China. You will connect client needs with teams across the firm, support complex servicing requirements, and contribute to initiatives that strengthen service delivery. You will also mentor junior colleagues and support the team’s continued development.

Your responsibilities

In every role at BlackRock, you'll be expected to apply sound judgement and critical thinking to solve complex problems, adapt as the business evolves, and combine the curiosity to explore new approaches and technologies with the rigor to challenge the results. The scope of this role also includes the following responsibilities:

• Serve as a key point of contact for institutional clients across Greater China, with a focus on Hong Kong, Macau, and mainland China, addressing day-to-day servicing needs related to their portfolios and investments.
• Coordinate the timely and accurate delivery of client requests by partnering with relationship management, onboarding, Legal and Compliance, Reporting and Billing, third-party service providers, trade operations, portfolio management, and product specialists.
• Deliver a thoughtful client experience throughout each stage of onboarding, helping ensure client needs are understood and addressed.
• Build trusted relationships with complex institutional clients and provide independent, responsive service support.
• Provide operational support to the sales process, including input on requests for proposals (RFPs), pitch participation, and operational content for new-business due diligence.
• Contribute to regulatory, platform, and client initiatives that affect service delivery or the broader client experience.
• Mentor junior team members and contribute to the team’s knowledge sharing and overall development.

Your experience

• Five to ten years of client-facing experience, preferably within a multi-product investment management or financial services organization.
• Strong understanding of complex investment portfolios, associated operating models, and the operational activities required to support sophisticated institutional clients.
• People-management or mentoring experience is preferred, together with a collaborative, team-oriented approach.
• Demonstrated problem-solving and lateral-thinking capabilities, with an interest in developing innovative and practical solutions.
• Strong attention to detail and comprehension skills, with the ability to prioritize deadlines, operate effectively under pressure, and work independently while collaborating with the team.
• Strong relationship-building, written, verbal, and presentation skills, with fluency in English, Cantonese, and Mandarin to support the role’s client coverage.
• Commercially minded, with a strong understanding of the importance of risk management in client servicing and investment operations.

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 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.

Guidance on AI use for candidates

At BlackRock, AI has long been part of how we work – enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we’ve provided guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.

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.

To learn more about BlackRock, please visit Careers.BlackRock.com. We also encourage you to get to know us on LinkedIn, Instagram, YouTube, X, and TikTok.

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.