The Client Service Management (CSM) team is the overall owner of operational client service and works with the BlackRock Client Businesses to ensure that the operational needs of our clients are understood and aligned with teams across BlackRock.
In addition, the team are 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 industry leading operational excellence.
We are also charged with being the operational expert in the room with the client and providing them with consultancy where required around operational matters.
Own the overall operational client service experience in partnership with the Client Business throughout the client lifecycle
Work closely with the global Business Operations teams to implement a consistent, scalable and controllable service model
Ensure the Client Service Management team leverages global best practice, policies and procedures however is applied locally to take account of local nuances and business requirements
Focus on the partnership between the Client Businesses and the global Business Operations teams to improve client service offering and quality of delivery
Own and evolve the core operational service offering in partnership with operational groups across the firm and our key third party providers
Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing including review and validation of monthly metrics
Establish and measure client service benchmarks
Focus on sustaining the highest level of client service
Engage the operational resources of the firm to meet clients’ needs
Establish / enhance strong working relationships with key stakeholders within BlackRock.
Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies;
Drive Operational Due Diligence meetings with clients presenting BlackRock’s Business Operations value proposition, organizing functional presenters and materials, collecting and sharing feedback, taking responsibility for meeting follow-ups and documenting and reporting meeting metrics
Champion awareness and knowledge sharing of business operations service and functions;
Build and constantly develop your existing knowledge of the Business Operations’ functions and keep current on major activities being undertaken and challenges and successes that are being experienced;
Be an operational thought leader for our clients
Qualifications:
Minimum 12 years experience in the asset management (or closely related) industry with exposure to a variety of operational and client service functions, including examples of providing leadership within one or more functions.
In-depth technical understanding across service functions together with a strong understanding of the end-to-end client and trade life-cycles;
Leadership experience managing operational and/or service oriented teams would be an advantage;
Previous exposure to the sales process preferred though not essential
Experience in dealing with clients and associated operational risk matters;
Ability to develop strong collaborative working relationships with key Client Business and operations stakeholders;
High level of technological awareness and ability to reach solutions that effectively leverage technology
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;
Strong presentation skills and ability to adapt to audience at all corporate levels.
Ability to analyse, synthesise and present data in a concise and easy to understand style
Expert communicator, strong interpersonal skills;
Ability to think strategically;
Candidate must be able to communicate fluently in Japanese;
Prior experience working within Japanese office of a global asset manager would be preferred.
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