Service Innovation Desk (SI Desk)

The S Desk is a new function in the firm’s global Client Experience organization that will bring greater efficiency to how we service our clients. It is a key enabler for our CX strategy and a critical component of BlackRock’s client experience evolution. Our team members span the globe, with a presence in Edinburgh, Budapest, and Atlanta. Come join us as we build the function!

The Opportunity

As a member of the SI Desk, you will be responsible for resolving service tasks and addressing the needs of our institutional clients and third parties. Importantly, you will also identify ways in which we can improve our internal processes and find opportunities for leveraging systems and tools to enhance how we carry out our client service work. The role provides a terrific opportunity to learn about the asset management industry, our firm, and the clients we serve.

Key Responsibilities of the Role:

• Ensure timely and accurate responses to high volume service activities for both internal and external clients
• Evaluate processes and procedures for inefficiencies, make and implement recommendations for improvement
• Be motivated to achieve or outperform on service-level agreements and client expectations
• Embrace the use of technology and digital tools to deliver the highest level of service
• Aim to achieve excellent results in client satisfaction surveys and work closely with other team members to achieve overall strategic business objectives
• Build relationships and collaborate closely with internal partners to ensure a seamless delivery of service
• Handle client concerns in a timely and sensitive manner and in accordance with internal procedures
• Facilitate the diagnosis of complex client service issues, identify the source of service deficiencies and own their resolution

Preferred Skills & Attributes

• Strong understanding of service excellence principles and ability to deliver high-quality outcomes for clients.
• Proactive approach to problem-solving and process optimization.
• Emotional ownership and accountability for tasks and deliverables.
• Ability to manage complexity and priorities effectively in a fast-paced environment.
• Interest in finance and operational processes, with exposure to reporting and reconciliation.
• Preferred familiarity with derivative instruments and their role in financial markets.
• Ability to map process gaps and recommend improvements.
• Leadership capabilities: Strong interpersonal skills with experience in managing people or leading teams.
• Excellent written and oral communication skills, with comfort engaging clients and colleagues at all levels.
• Strong planning and organizational skills with the ability to manage priorities and meet deadlines.
• User level knowledge in MS Office (Outlook, Word, Excel, PowerPoint).
• Preferred experience in preparing and reviewing financial audit reports,
• VBA, Coding, Python, Power automate skills and interest/comfort in AI tool usage preferred

Qualifications

• Education Studies in Accounting, Finance, or Economics and/o AI - Artificial Intelligence preferred.
• Certifications CFA Level I or actively pursuing CFA certification (preferred but not mandatory) and/or Certification in Capital Markets & Derivative Instruments
• 3-5+ years of experience in client service, operations, or portfolio management support (mid/senior-level experience strongly preferred).