Service Innovation Desk Associate

Edinburgh, United Kingdom
08 Oct 2022
13 Oct 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time

About this role

About Client Experience
The Client Experience (CX) organization, situated within Technology & Operations, touches all aspects of the client journey, and is aligned across 4 key pillars: CX Onboarding (Contracting, Client & Product Implementation, Due Diligence), CX Operations (COM, Invoicing, Reporting), CX Delivery (Client Experience Management, Whole P ortfolio Servicing ), and CX Transformation (COO, CX Change , Analytics, Research). Our vision is to make service so simple that it becomes a source of alpha for BlackRock.

Service Innovation Desk (SI Desk)
The SI Desk is a new function in the firm's global Client Experience organization that will bring greater efficiency to how we service our clients. It is a key enabler for our CX strategy and a critical component of BlackRock's client experience evolution. Our team members span the globe, with a presence in Edinburgh, Budapest, and Atlanta. Come join us as we build the function!

The opportunity
As a member of the SI Desk, you will be responsible for resolving service tasks and addressing the needs of our institutional clients and third parties. Importantly, you will also identify ways in which we can improve our internal processes and find opportunities for using systems and tools to enhance how we carry out our client service work. The role provides a terrific opportunity to learn about the asset management industry, our firm, and the clients we serve.

This position will report to the Head of EMEA Service Innovation Desk who is located in Budapest.

Key Responsibilities of the Role
  • Delivering a superior client experience via overseeing query management for clients, consultants and third parties; including day to day query management (via emails and phone), stakeholder oversight, project work and analysis.
  • Demonstrating risk awareness and focusing on delivering an appropriate operational control framework for the wider team around client servicing, including review and validation of monthly metrics.
  • Contributing to a culture of excellence, innovation, communication, and accountability, where all members of the team are motivated to go above and beyond.
  • Identifying and overseeing team projects and driving strategic local and global initiatives.
  • Constantly evaluating systems, processes, and procedures for inefficiencies, and making recommendations for improvement to drive efficiency and scale .
  • Leading cross training efforts on all stakeholder functions, to include knowledge sharing of all operational and compliance procedures.

We are looking for people who are:
  • Curious and entrepreneurial: You like to learn new things and do things in a new way, challenge the status quo
  • Brave: You are happiest outside your comfort zone
  • Passionate: You feel personal ownership for the work you do and an aspiration to be better
  • Open: You value and respect input from others
  • Experimental: You make mistakes, but learn from them
You should have
  • 4-5 years of experience in high volume client service, operations, or portfolio management support
  • Proven track record of project management, knowledge of frameworks, applications and methodologies to deliver projects
  • Strong client service skills including responsiveness, issue resolution, root cause analysis and operational improvement, with a passion for delivering service excellence
  • Strong interpersonal skills, including confidence and ability to interact well with others, as well as excellent written and verbal communication skills
  • Excellent attention to detail and analytical skills with a thirst and aptitude for problem solving to deliver positive outcomes to our clients
  • Planning and organizational skills with the ability to manage and control their own priorities to meet deadlines
  • Experience using Microsoft Office applications, along with the ability to multitask many programs at once
  • An interest in the financial services/asset management industry and a desire to learn, both independently and in group settings
  • Minimum BA/BS equivalent degree

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 current hybrid work model is designed to enable in-person connections and collaboration that is core to our culture, while supporting increased flexibility for all employees. In line with local health guidance and regulations, employees are required to work at least 3 days in the office each week, with the flexibility to work from home up to 2 days a week. Some business groups may require more time in the office due to their roles and responsibilities. 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 | | Instagram: @blackrock | Twitter: @blackrock | LinkedIn:

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.
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