Client Service Manager, Client Experience Management, Associate at BlackRock

Tokyo, Japan

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Asset Management, Investment FundsIndustries

Requirements

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)

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

Skills

Key technologies and capabilities for this role

Client ServiceIssue ResolutionProblem SolvingRisk ManagementProject ManagementProcess ImprovementAutomationComplianceStakeholder ManagementTelephone SupportEmail CommunicationOperational Excellence

Questions & Answers

Common questions about this position

What experience is required for the Client Service Manager role?

Prior experience of minimum 5 years in the asset management industry with exposure to operational and client service functions is an advantage, along with experience in dealing with clients and associated operational risk matters.

Where is this position located?

The role is based in Tokyo as part of the Client Experience Management team.

What are the main responsibilities of this role?

Responsibilities include providing front-line telephone and email responses to clients, resolving inquiries and problems, partnering with business partners to develop solutions, and identifying operational improvements and risks.

What development opportunities does this role offer?

The role provides opportunities to learn about Client Services and full operational processes for BlackRock fund business, gain knowledge through interactions with departments like Operations, Legal & Compliance, and seek further responsibility for daily business oversight.

What skills make a strong candidate for this position?

Strong candidates have skills in developing collaborative working relationships with key business and operations partners, experience in project implementations with business analysis and test planning, and leadership qualities within the team.

BlackRock

About BlackRock

New York City, New YorkHeadquarters

1988Year Founded

$78,647.7MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

Benefits

Health Insurance

Unlimited Paid Time Off

Mental Health Support

Wellness Program

401(k) Retirement Plan

Risks

FDIC scrutiny could lead to regulatory challenges for BlackRock.

Workforce reduction may indicate internal financial pressures or strategic shifts.

Involvement in Yangzijiang Shipbuilding exposes BlackRock to geopolitical risks.

Differentiation

BlackRock's Bitcoin ETF, IBIT, reached over $50 billion in assets quickly.

The firm is developing a layer-2 tokenized real-world asset platform on Ethereum.

BlackRock's partnership with Frax Finance enhances its stablecoin market presence.

Upsides

IBIT's success attracts a broader range of cryptocurrency investors.

The Ethereum platform positions BlackRock as a leader in blockchain financial services.

Partnership with Frax Finance enhances digital finance offerings and compliance.

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