Join leading Investment management company BlackRock as Client Service Associate in Madrid, ES. refer job details to submit BlackRock job application in Madrid.
Job Title : Client Service Associate
Location : Madrid, ES
Job Category: Sales & Relationship Management
About this role
About Client Experience
The CX organization, situated within Technology & Operations, touches all aspects of the client journey, and is aligned across 4 key pillars: Onboarding (Contracting, Client & Product Implementation, Due Diligence), CX Operations (COM, Invoicing, Reporting), CX Delivery (Client Experience Management, Whole portfolio Solutions Servicing), and CX Transformation (COO, Projects & Engineering, Analytics, Research). Our vision is to make service so simple it becomes a source of alpha for BlackRock.
Client Experience Management (CEM) is a group within Tech & Operations responsible for upholding the overall client experience for our Retail and Institutional Client Business. This team is responsible for communicating directly with outside clients and is ultimately responsible for ensuring BlackRock’s core principals are met, on behalf of the firm, and to our clients.
The Client Experience Management (CEM) team works with the BlackRock client businesses to ensure that the operational needs of our clients are understood and aligned with the operational teams across BlackRock.
In addition the team is 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 a world class leading service excellence. This role provides an opportunity to learn about the Investment Management business and the Retail and Institutional Clients we service. CEM acts as a central contact point for all client contact queries and issues, therefore great opportunities exist to interact with other departments such as Sales, Legal, Compliance, Portfolio Management, Product and Business Operations. Each of these affords an opportunity to gain knowledge about the workings of BlackRock, its position in the market and the wide range of products that we offer.
The successful candidate will be part of a team responsible for onboarding clients who invest in BlackRock’s mutual funds as well as onboarding those clients entering other service arrangements such as segregated mandates.
The candidate will be expected to handle queries from our clients and our Sales team in relation to our client accounts and the products they invest in.
The person in this role will work closely with our Sales team to ensure the agreed fee arrangement and service requirements are appropriately documented in the legal agreements as well as coordinating the set up and funding of sub-advised or separate accounts, developing and managing the client relationship from a post-Sales perspective.
The candidate will be expected to handle queries from our clients and our Sales team in relation to our client accounts and the products that our clients are invested in.
The successful candidate will be required to coordinate and attend client service meetings and they will be expected to work closely with a number of internal teams supporting the client business, including our Sales teams, Transfer Agents, Business Operations, Product, Legal, Compliance…
Own client service experience and tackle any responsibilities that the CEM team have relating to implementation impact on our client arrangements
Ensure timely and accurate delivery of client deliverables (invoices, reporting, price files, data etc.) by working cross functionally and establishing relationships with internal teams
Own client queries and drive them through to resolution in a timely manner.
Co-ordinate the onboarding of clients investing into BlackRock mutual funds, ensuring correct process and procedures are followed, including setting up client accounts, ensuring access to the correct funds, applying the correct fees and ensuring the delivery of any other service needs which have been agreed with the client
The candidate will be the primary point of contact for a number of clients who have appointed BlackRock to manage their funds on a sub-advised basis or manage their segregated portfolios.
The candidate will be expected to participate proactively in the continuous improvement of our control environment, policies and procedures, including writing and updating team policies, procedures and presentations as necessary.
The candidate will contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients.
The candidate will be expected to contribute thought leadership to both projects and management of client relationships, from time to time, you may be asked to lead on projects representing the client and the team.
The candidate will be expected to partner with the Sales team and other business stakeholders to develop solutions for our clients, exploring our service capabilities and continually looking for ways to innovate and provide clients with improved and better service outcomes.
The candidate will be expected to participated in client related projects, owning the coordination with internal and external stakeholders.
The candidate will act as a role model within the team and help organise priorities, which could include assisting in the management and oversight of junior team members, helping them prioritise their own workloads appropriately. In this respect you may be asked to act as a delegate for your line manager and other senior members of the Client Business in projects and other forums, as necessary.
The candidate will be expected to be open and flexible with cross-training opportunities across the team, including learning other skills to support the activities of the wider CSM group.
3 years of experience in client service, operations, sales support
BBA degree or equivalent
A highly motivated individual who demonstrates a genuine interest in financial services and client service.
Exhibits a client-focused attitude and be dedicated to offering the highest level of client service.
Demonstrable experience in building and maintaining strong client relationships.
Strong client service skills including responsiveness, issue resolution, root cause analysis and process improvement
Would benefit from having experience dealing with segregated / sub advised accounts and service level agreements within a retail or institutional environment will be an advantage.
An individual who demonstrates an organised, disciplined and methodical approach to work and able to manage time well with the ability to manage and prioritise work of self and others effectively to consistently meet business goals.
A good team-player able to integrate and build rapport quickly, who understands that a highly organised team can drive better performance and can take the lead in driving through process improvements and change.
Innovative, demonstrable ability to identify and deliver solutions appropriate for the business and clients
Motivated, diligent and results driven
Excellent communication skills (written and verbal)
Strong planning and organisational skills
Self-starting and able to work autonomously
Excellent attention to detail
Proficient IT skills – all Microsoft office products and able to pick up other systems.
Supervisory experience would be an advantage
Self-motivated, pro-active and rigorous; individual with a can-do attitude.
Excellent communication and interpersonal skills.
Fluency in both Spanish(C1) and English(C1).
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 pilot
BlackRock’s current hybrid work pilot is designed to help you experience the best of both worlds: the opportunity to connect with colleagues in person and the flexibility to work remotely, with greater time to focus on what’s important to you. In line with local health guidance and regulations, employees are generally expected to work 3 days in the office and 2 days from home (on average) each week. For some business groups, more time may be required in the office, while greater flexibility may be in place for others. Our “One BlackRock” culture means you’ll be supported to collaborate with your new colleagues while bringing your full self to work – wherever you are.
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.
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 careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
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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