Client Service - Analyst

About this role

About Black Rock

Black Rock’s purpose is to help more and more people experience financial well‑being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals.

Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with Black Rock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:

• 1. Client Experience Delivery, client‑facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform,
• 2. Wealth, differentiated capability for both Whole Portfolio and Wealth clients & products, respectively,
• 3. Client Experience Operations, core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and
• 4. Client Experience Transformation, accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management

The Client Experience Management (CEM) team sits within CX Delivery and in partnership with the Client Businesses, is responsible for the oversight of the servicing of the firm’s clients. This includes service delivery, developing service solutions, and the enhancement of the client experience.

You will work directly with Consultant Firms and our mutual clients to resolve operational client issues and raise more complex subject matters to internal partners. Initially supporting senior members of CEM in all aspects of client service, you will be encouraged to progress rapidly, and take on responsibility for independent Consulting Firm coverage. You would also collaborate with other internal teams to generate Requests for Proposal (RFP) responses by researching the operational data needed.

• Build relationships, foster connectivity & manage expectations with clients
• Navigate BLK to develop solutions to service challenges, making the firm feel small to clients
• Drive the agenda on client experience ensuring transparency and execution in any client communication requirements
• Participate in regulatory, platform, and client related projects
• 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
• Address new operational requests (e.g., changes to client report) and provide summary of completion notification to broad partners
• Identify, remediate, and perform root cause analysis of any Operating Events that may impact the client experience; develop long‑term process failure mitigation approach

• 5+ years of experience in financial services field preferred
• BA/BS equivalent
• Strong grasp of Microsoft Office applications is important, with technical skills that allows you to multitask many programs at once
• Efficiently handle deadlines and pose ability to work independently for routine client projects
• An interest in the financial services/investment industry and a desire to learn, both independently and in group settings
• A self‑starter knows when to raise issues as appropriate. Must be able to work as part of a collaborative team and assume additional responsibilities as the need arises
• Ability to evaluate processes inefficiencies, identify and implement business operational improvements and resolve issues. Innovative problem‑solving capabilities and ability to think and act quickly and creativity
• Good oral and written communication skills

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…