Relationship Manager - Client Service Associate

About this role Client Experience Management (CEM): Client Experience Management (CEM) at BlackRock is responsible for delivering an exceptional, end‑to‑end client experience. The team acts as the central point of contact between the local client business and global functional teams across the firm, aligning client service needs with BlackRock’s capabilities. CEM supports clients throughout their full lifecycle, ensuring the service model evolves with client expectations, regulatory requirements, and industry trends. In addition, CEM provides internal consultancy on service matters and plays a key role in managing operational risk and complexity. Client Service Officers (CSOs) build deep, trusted relationships with clients and serve as their dedicated servicing partner. Working with complex institutional clients, CSOs bring a strong understanding of BlackRock’s platform, operating model, and service capabilities to deliver a consistently high‑quality client experience. Our aim is to make service so simple that it becomes a source of alpha. The Opportunity: The CEM Eastern Europe, Germany & Austria (EEGA) team is looking for a new team member to join them in the Frankfurt office. The EEGA team consists of six Client Service Officers mainly based in Frankfurt and covering a variety of product offerings and asset classes, for clients ranging from institutional to wealth segments. As the role interacts with other departments (such as Sales, Legal, Compliance, Portfolio Management, Product and Investment 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 its 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. This role provides an opportunity to build upon your existing experience within the Investment Management business. You will resolve operational client issues and escalate complex matters to internal partners. Initially supporting senior team members, you will quickly take on responsibility for your own assigned clients. Joining our EEGA team offers a chance to drive client experience innovation alongside a global team of CSOs. 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 liaising with internal teams and third-party service providers where necessary, ensuring that the agreed arrangements 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 ... (truncated, view full listing at source)