Client Service Support, Analyst/Associate

The Service Innovation Desk (SI Desk) is a new global function within BlackRock's Client Experience organization, focused on enhancing client service efficiency. This role involves resolving service tasks for institutional clients and third parties, while also identifying and implementing process improvements and leveraging technology. It offers a significant opportunity to gain knowledge in asset management, the firm's operations, and client engagement. The position requires a proactive approach to problem-solving and a commitment to delivering high-quality client outcomes.

Must Have

• Ensure timely and accurate responses to high volume service activities for both internal and external clients.
• Evaluate processes and procedures for inefficiencies, make and implement recommendations for improvement.
• Be motivated to achieve or outperform on service-level agreements and client expectations.
• Embrace the use of technology and digital tools to deliver the highest level of service.
• Aim to achieve excellent results in client satisfaction surveys and work closely with other team members.
• Build relationships and collaborate closely with internal partners to ensure a seamless delivery of service.
• Handle client concerns in a timely and sensitive manner and in accordance with internal procedures.
• Facilitate the diagnosis of complex client service issues, identify the source of service deficiencies and own their resolution.
• 3-5+ years of experience in client service, operations, or portfolio management support.

Good to Have

• Strong understanding of service excellence principles and ability to deliver high-quality outcomes for clients.
• Proactive approach to problem-solving and process optimisation.
• Emotional ownership and accountability for tasks and deliverables.
• Ability to manage complexity and prioritise effectively in a fast-paced environment.
• Interest in finance and operational processes, with exposure to reporting and reconciliation.
• Familiarity with derivative instruments and their role in financial markets.
• Ability to map process gaps and recommend improvements.
• Leadership capabilities: Strong interpersonal skills with experience in managing people or leading teams.
• Excellent written and oral communication skills, with comfort engaging clients and colleagues at all levels.
• Strong planning and organisational skills with the ability to manage priorities and meet deadlines.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
• Experience in preparing and reviewing financial audit reports, with strong understanding of audit processes and compliance requirements.
• Degree in Accounting, Finance, or Economics.
• CFA Level I or actively pursuing CFA certification and/or Certification in Capital Markets & Derivative Instruments.

Perks & Benefits

• Retirement investment and tools
• Access to education reimbursement
• Comprehensive resources to support physical health and emotional well-being
• Family support programs
• Flexible Time Off (FTO)
• Hybrid work model (at least 4 days in the office per week, with flexibility to work from home 1 day a week)

About this role

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 leveraging 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.

Key Responsibilities of the Role:

• Ensure timely and accurate responses to high volume service activities for both internal and external clients
• Evaluate processes and procedures for inefficiencies, make and implement recommendations for improvement
• Be motivated to achieve or outperform on service-level agreements and client expectations
• Embrace the use of technology and digital tools to deliver the highest level of service
• Aim to achieve excellent results in client satisfaction surveys and work closely with other team members to achieve overall strategic business objectives
• Build relationships and collaborate closely with internal partners to ensure a seamless delivery of service
• Handle client concerns in a timely and sensitive manner and in accordance with internal procedures
• Facilitate the diagnosis of complex client service issues, identify the source of service deficiencies and own their resolution

Preferred Skills & Attributes

• Strong understanding of service excellence principles and ability to deliver high-quality outcomes for clients.
• Proactive approach to problem-solving and process optimisation.
• Emotional ownership and accountability for tasks and deliverables.
• Ability to manage complexity and prioritise effectively in a fast-paced environment.
• Interest in finance and operational processes, with exposure to reporting and reconciliation.
• Preferred familiarity with derivative instruments and their role in financial markets.
• Ability to map process gaps and recommend improvements.
• Leadership capabilities: Strong interpersonal skills with experience in managing people or leading teams.
• Excellent written and oral communication skills, with comfort engaging clients and colleagues at all levels.
• Strong planning and organisational skills with the ability to manage priorities and meet deadlines.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
• Preferred experience in preparing and reviewing financial audit reports, with strong understanding of audit processes and compliance requirements.

Qualifications

• Education: Degree in Accounting, Finance, or Economics preferred.
• Certifications: CFA Level I or actively pursuing CFA certification (preferred but not mandatory) and/or Certification in Capital Markets & Derivative Instruments
• 3-5+ years of experience in client service, operations, or portfolio management support (mid/senior-level experience strongly preferred).

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.