Client Service Manager, Client Experience Management, Associate

About this role

The successful Client Service Manager candidate will be part of a team of professionals supporting our clients (Segregated accounts, Onshore, Offshore, Direct investors) located in Japan. We are looking for an outstanding teammate to join Client Experience Management team in Tokyo.

The person in this role will work closely with our internal partners on issue analysis, management, and resolution for clients investing in our onshore & offshore pooled fund ranges. Key partners include; Client Business, Operations, Product Development, Investment Professionals, Legal & Compliance, and Onshore/Offshore Third Parties.

Responsibilities:

• Providing outstanding, timely and accurate “front line” telephone and email response to clients regarding all services and products offered by BlackRock.

• Provide high quality client service externally and internally, answering inquiries and resolving problems from clients as well as internal BlackRock groups.

• Partner with business partners 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 throughout the client lifecycle - i.e. administrative compliance issues such as Post AIJ coordination for non-professional investors.

• Provide an extension of the Client Business and the local, regional and global operational teams to improve the quality of the client experience and engage the operational resources of the firm to meet clients’ needs.

• Identify and handle operational risk effectively, including identification, communication and remediation of risks to the relevant forums.

• Identify and challenge non-standard/exception-based processes and/or requests, raising accordingly.

• Seek operational improvements wherever possible, to facilitate take-on of additional activities through the automation of existing activities.

• Experience in project / initiative implementations, with the required skills to take on business analysis and test planning.

• Leadership qualities within the Japan CEM team and cross-support colleagues across APAC CEM locations to deliver best in class client service.

Development Opportunity:

• Provide opportunities to learn about Client Services and the full operational processes for BlackRock fund business and segregated mandates, and the successful candidate can seek further responsibility for daily business oversight in addition to a great teammate role.

• Gain a wealth of knowledge by daily interactions with departments such as Operations, Legal & Compliance, Investment Professionals and Client Business.

Qualifications:

• Prior experience (minimum 5 years) in the asset management industry with exposure to operational and client service functions is an advantage

• Experience in dealing with clients and associated operational risk matters;

• Skilled in developing collaborative working relationships with key business and operations partners;

• Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive;

• Time management skills to consistently meet the needs of the business and our clients.

• In depth product knowledge, especially investment guidelines and their impact to performance and operational complexity.

• Attention to detail, strong comprehension skills, lateral thinking and problem solving capabilities.

• Ability to analyze, synthesize and present data in a concise and easy to understand style

• Language ability, both written and verbal, in both Japanese (Native level) and English (Fluent).

Our benefits
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 model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

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 @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, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.