Relationship Manager - Client Service, Analyst

About this role Client Experience Management (CEM): The Client Experience Management (CEM) team is passionate on ensuring BlackRock 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 BlackRock and then supports clients on an ongoing basis from an account management perspective post win. In addition, the team are 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 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 BlackRock, 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 BlackRock’s service offering both internally and with externa ... (truncated, view full listing at source)