Be the “visionary” and culture carrier for Client Experience by continuously working with stakeholders across the business and partners such as Global Client Services and the CSM team to define the ideal state of the institutional client experience as clients or prospects interact with BlackRock as well as helping to develop a service excellence culture to deliver continuous improvement. The end state should take into account client and ICB feedback, the competitive landscape, business requirements, as well as resource limitations and competing priorities in each of the channels and / or regions.
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Work in close contact with other COO functions across EMEA (country COOs plus those in other client businesses) and globally to maximise leverage with operational teams as appropriate and to ensure that we are not working on initiatives in isolation.
Continuously review process and procedures to ensure that the operating model and associated business practice in each channel / regions are client centric, efficient and compliant.
Be an advocate for change be it directly related to the client experience or for internal process, procedural and technology improvements such that ICB and Global Client Services’ ability to be able to service the client across all dimensions is enhanced.
Role Description:
Work with business leaders, stakeholders across the channel and your counterpart to define and agree the ideal end state of the client experience for EMEA and the cultural framework to deliver the continuous improvement towards it. Define and document a review process, priorities and work with Global Client Service and CSM to communicate client needs, and ensure consistency of delivery, as well as identifying where it is appropriate for this to be nuanced for regions, teams or consultants.
Track initiatives to improve client experience across ICB and act as the point person for specific operational initiatives, e.g. Billing, Onboarding, etc. Be the voice of the client on all operational projects or cultural change initiatives aimed at improving the client experience. Engage with the ICB project teams if change management is needed to alter ICB business practices in order to improve the client experience.
Monitor business performance on the client experience by tracking client survey feedback, complaints, ongoing ICB feedback and operating events in order to identify gaps between target end state and current state. Work with Global Client Services and CSM to define appropriate client centric performance metrics covering all aspects of the client experience.
Ensure that all communication with clients is appropriate and in line with the desired end state of the client experience. Review, develop and implement enhanced communications processes with our clients.
Regularly review business processes and manage development of processes and procedures to improve customer service, efficiency (achieving economies of scale where possible) and ensure compliance with both internal and external processes where applicable
Own the controls to ensure that the operating model is followed. Take remedial action where appropriate.
Manage oversight and implementation of risk and control assessments such as review of audit points, continuous review of policy to ensure that we meet existing regulatory standards and management of operating events.
Work alongside GCR, CSM and ICB to assist with ‘Client Service Oversight’ reviews with key consultants and clients in order to identity key challenges and areas for improvement or differentiation.
Ensure that ICB and other key stakeholders are aware of progress on key initiatives and overall delivery against the end state.
Reports directly to COO
Individual Profile:
10 years+ of experience working in an operational role in a client centric organization and/or working directly with institutional clients on operational issues.
Excellent understanding of the needs and requirements of institutional clients
Able to strongly influence key stakeholders, decision makers, and senior management to drive and convey key messages and communicate business priorities to key partners
Proven experience of delivering change and enhanced client servicing capability
Proven experience of gathering requirements into an end state vision and delivering and monitoring results
Ability to formulate appropriate client communication related to organizational change, regulatory initiatives, or other ad hoc topics
Excellent knowledge of the financial regulatory environment and experience working with risk and control
Good level of technical, product, and market knowledge
Able to work with project teams to deliver projects according to priorities and set timelines
Excellent communication skills – including languages – both verbal and written
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