About this role

Client Experience Management (CEM):

The Client Experience Management (CEM) team is passionate on ensuring Black Rock delivers outstanding client experience! This is an exciting opportunity to join the Client Service team in Budapest, focused on our UK Institutional Client book, servicing UK Pension Schemes. Over time, this team will be expanded to cover all client channels. You will be joining a globally distributed team of Experience Managers who are already delivering service excellence to our clients at an enterprise level.

CEM sits between the Client Business and the functional teams within the Business Operations Platform, acting as a client’s central contact point for all day-to-day servicing, queries, and issues. CEM works with the Client Business to ensure that the service needs of our clients are understood and aligned with the operational teams across Black Rock and then supports clients on an ongoing basis from an account management perspective post win. In addition, the team are responsible for ensuring that Black Rock’s operational service offering continues to evolve in line with industry and client trends with the goal of offering our clients world class leading service excellence. The team is also charged with being the client experience specialist in the room internally and providing clients with consultancy where required around operational matters.

The Opportunity:

The successful candidate will be responsible for working closely with our personnel in our regional offices (starting with London) and will be directly servicing our Institutional Clients and their consultants. You will primarily manage the servicing relationship for UK Pension Schemes clients. As the role interacts with other departments (such as Sales, Legal, Compliance, Portfolio Management, Product and Business Operations, among others) you will enjoy the opportunity to gain knowledge about the workings of Black Rock, its position in the market and the wide range of products and capabilities that we offer. CEM continues to evolve towards an increasingly client-centric service model, therefore opportunities will exist for hardworking individuals to take on greater levels of client ownership and develop strong client relationship management skills!

Key Responsibilities of the Role:

• Post-sales client relationship management, supporting the Relationship Managers and clients through high quality client service with outstanding attention to detail

• Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high professional quality

• Understanding clients’ needs and liaise with internal teams and third-party service providers where necessary, ensuring that the agreed arrangement and service requirements of the client are articulated in an appropriate agreement

• Reviewing own service performance, aiming to achieve excellent results in client satisfaction surveys, and working closely with other team members in achieving overall strategic business objectives

• Collaborating closely with relevant Relationship Managers and other Service Managers to ensure the seamless client service whilst maintaining a high degree of communication and confidence

• Handling any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and being a great partner to mitigate the impact of dissatisfaction

• Co-ordinating the onboarding of clients and client change activities, ensuring correct process and procedures are followed and ensuring the delivery of service needs agreed with the client

• Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response

• Drive continuous improvement in Black Rock’s service offering both internally and with external service providers such as custodian banks, depository banks

• Contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients

• Apply thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the team

We are looking for people who are:

• Curious: You like to learn new things and 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

• Geeky: You want to outsmart the problem

You should have:

• Up to 3 years of work experience in a client facing role

• Bachelor (Masters preferred) degree in Economics, Finance or similar field. Deep interest in capital markets, investments, financial products, AI etc.

• Financial certifications are preferred

• Strong client service skills, including responsiveness, issue resolution, root cause analysis and operational improvement, with a passion for delivering service excellence

• Strong interpersonal skills and be confident, friendly and respectful individual with excellent written and verbal communication skills, comfortable liaising with clients and colleagues at all levels

• Excellent attention to detail and analytical skills with a thirst and aptitude for problem solving to deliver positive outcomes to our clients

• Accountable, motivated, diligent and results driven

• Strong planning and organizational skills with the ability to manage and control their own priorities to meet deadlines

• A great teammate, able to integrate and build rapport quickly

• Excellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skills. Microsoft Dynamic s knowledge is preferred

• Openness to conclude IMC

• Project management experience is an advantage

• Professional qualifications an advantage (CFA, IMC etc.)

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

Black Rock’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 Black Rock.

About Black Rock

At Black Rock, 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 Black Rock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

Black Rock 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.