Client Service Management Resume Samples

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C Sipes

Cyril

Sipes

822 Stokes Flats

Dallas

+1 (555) 825 0975

822 Stokes Flats

Dallas

Phone

p +1 (555) 825 0975

Experience Experience

Phoenix, AZ

Client Service Management Analyst

Phoenix, AZ

Howell, Kuhlman and Bashirian

Phoenix, AZ

Client Service Management Analyst

Participate in cross training efforts on all stakeholder functions, to include knowledge transfer of all operational and compliance procedures
Understand end to end client support processes and continually champion the sharing of knowledge across teams and functions
Confidence in facing off with stakeholders at all levels
BSc/BA in business, finance, accounting, economics, or related field
Understand the risk environment within the department – promote risk awareness, assessment and control
Attention to detail - risk and regulatory aware and responsive
Proficiency in Microsoft office (especially Excel) and an aptitude for learning new applications

Detroit, MI

Client Service Management With English

Detroit, MI

Hagenes and Sons

Detroit, MI

Client Service Management With English

Ensure an integrated view of business across all regions to tend to a common result, ensure proper execution of processes across all centers, support and champion business processes
Ensure that of the client’s responsibilities occur in accordance with the statement of work and service level agreements with the client
Responsible to Manage / Govern all the stakeholders in this field: Regional Lead, Data / Process owners
Manage the overall convergence activities for all deployed entities
Define, update the Framework (Process, Roles, Governance, KPIs), take ownership of client campaigns
Conduct briefing through written status reports and/ or verbal communication with the management on monthly basis/ Produce the Dashboards
Standardize the Kits which will support the convergence activity and deployments

present

Dallas, TX

Client Service Management Associate

Dallas, TX

Gutkowski LLC

present

Dallas, TX

Client Service Management Associate

present

Constantly evaluate systems, processes and procedures for inefficiencies and make recommendations for improvement
Establish / enhance strong working relationships with key stakeholders within BlackRock
Establish and measure client service benchmarks
Highly complex data management and ad hoc reporting using various software applications
Understand flow of client, market and fund information across BlackRock and external data providers
Proficiency in Microsoft office (especially Excel) and an aptitude for learning and working on new applications
Champion awareness and knowledge sharing of business operations service and functions

Education Education

Bachelor’s Degree in Business

Brigham Young University

Bachelor’s Degree in Business

Skills Skills

Approachable with strong written and verbal communication skills
Possesses strong knowledge of application and financial industry as it pertains to assigned client base
Ability to work independently or in a group
Strong time-management skills
Previous financial services industry experience is
Self-motivated
5+ years of customer support experience

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Client Service Management Resume Examples & Samples

The successful candidate should have
Experience in a related field or equivalent work experience
3+ years experience in a related discipline field
Broad based understanding of ICT (i.e. methodologies, Processes, tools)

Client Service Management Booking & Servicing Months Resume Examples & Samples

Service provision to internal & external clients & stakeholders
Assist in setting up client access to the UBS E-Statement tool
Execute client payments and cash transfers (inbound and outbound)
Calculation and booking of ticket and transaction fees for AS clients
Handling of any daily business requests from clients, PM's or internal stakeholders with regards to fees or invoicing
Monitoring open items
Daily control of Asset Servicing related cash & securities positions via Reconciliation tool TLM
Chasing open items
Clarifying differences
Excellent knowledge of Microsoft Office applications , particularly Word, Excel and Power Point
Accuracy and attention to details
Capable to work independently as well as in a team
Fluent in English and additionally good skills in French and/or German

CIB Treasury Services Client Service Management Resume Examples & Samples

Act as a client advocate, navigating the bank on behalf of clients. Be able to negotiate and escalate internally where appropriate - with a dynamic approach
Community: Build a sense of community. Create a positive team environment where all are treated with respect and have a chance to succeed. Model a global, diverse mind-set and inclusive behaviour with particular attention to those CSAMs in remote locations regardless of direct or indirect reporting lines
Communication: Communicate often by cascading key messages and sharing context. Create forums to discuss initiatives, ideas and concerns. Remove silos. Promote partnership
Lead by example to own and Drive the total client experience through dynamic and timely escalation. Hold internal partners accountable and strive for excellence
Fully participate in business resiliency and contingency planning
Ensure the team continues to develop their professional, management, leadership, product and technical knowledge through continuous learning
Treasury Services and / or other Cash Management experience
The ability to coach, develop and appraise individuals and motivate a team
Ability to manage capacity and align resource across multiple locations
Ability to work under pressure whilst maintaining a professional manner

Bus Ops-gcs-client Service Management Resume Examples & Samples

Client Contracting,
Maintain up-to-date billing system
Revenue Recognition and Client Invoicing,
Maintaining the accuracy and timeliness of data feeds and flows for account receivables
Investigate and resolve queries
Follow established procedures
Produces, reviews and records billing results for client statements
MIS Reporting
Monitor Client Master Database
Expectation management
2-3 years experience
Qualified MBA (Finance)
Expert Accounting knowledge and hands on experience of Accounts Receivable
Strong PC skills across Word, power point, Outlook. Proficiency in Excel like look up function, Pivot, Macro etc
Proficiency in Microsoft Office and an aptitude for learning new applications

Technology Client Service Management Director Resume Examples & Samples

Establish and manage a direct relationship between the respective technology organizations of CCSo and our clients
Partner with the Global Enterprise Delivery & Implementation (GEDI) team to transition premier clients from project execution to BAU operation
Ensure appropriate monitoring / alerting / etc has been provisioned / configured / tested for & to the client (as appropriate)
Develop a solid understanding of the client’s needs, organization structure & contact / escalation points within the business / technology organization
Act as an internal proxy for the client to ensure decisions are made in their best interests & that these are appropriately communicated to the client
Typically 15+ years of related project management and client management experience including 10+ years people management experience, preferably leading senior project delivery personnel
A demonstrated bias for action, creative problem-solving, and achieving fulfillment by "creating order out of chaos"
Proven leadership and managerial skills; demonstrated ability to inspire and develop high performing employees as well as lead and influence cross-functional teams
Strong leadership skills with proven ability to influence change and communicate with diverse stakeholders
Experience working on technology integration projects strongly desired
Experience leading cross-functional projects and initiatives strongly desired

Client Service Management, VP Resume Examples & Samples

Focus on the partnership between the Client Businesses and the global operations team to improve client service offering and quality of delivery
Establish and measure client service benchmarks
Engage the operational resources of the firm to meet clients’ needs
Conduct Operational Service Reviews directly with clients in partnership with Client Business
Ability to work proactively with others to resolve and escalate issues appropriately

Client Service Management VP Resume Examples & Samples

The individual must be able to work in a fast paced environment, manage multiple tasks, and work well under pressure
Support the CSM Business Management function, ensuring Key Performance Indicators and MI Reports are produced as part of the regular cycle of management reporting
Work with CSM management and functional teams to continually improve MI output in line with Stakeholder and departmental requirements
Use all available MI (and implement new where required) to identify and anticipate servicing trends and work with CSM management to implement improvements
Own various organizational activities that support the global team

Client Service Management Analyst Resume Examples & Samples

Deliver a superior client experience via query management for clients, consultants and third party administrators
Thrive in a culture of excellence, innovation, communication and accountability, where all members of the team are motivated to go above and beyond, think globally and outside the box
Understand end to end client support processes and continually champion the sharing of knowledge across teams and functions
Highly complex data management and ad hoc reporting using various software applications
Constantly evaluate systems, processes and procedures for inefficiencies, and make recommendations for improvement, ensuring that all reasonable measures are taken to mitigate operational risk
Keen interest in investment products and ideally demonstrable financial services experience, ideally in investment management
Ability to understand and analyze complex issues, draw conclusions and articulate/execute a strategy
Attention to detail - risk and regulatory aware and responsive
Fluency in European languages beyond English a distinct advantage

Client Service Management Resume Examples & Samples

5+ years of customer support experience
Previous financial services industry experience is a plus
Ability to work independently or in a group
Approachable with strong written and verbal communication skills

Japan Client Service Management, VP Resume Examples & Samples

Act as a 'go to' source of offshore fund administration expertise on functional and process requirements
Build strong relationships with contributing business areas within BlackRock to effectively deliver on and improve the processes around projects including, as required, fund launch and product change
Ensure new products are compliant with all relevant BlackRock policies and with relevant regulatory requirements
Maintain strong relationships with BlackRock Fund Services teams across the globe ensuring effective communication to resolve issues and manage delivery to Japanese clients, including identifying, raising and managing delivery of changes required to the service to meet Japanese client needs
As required, when engaged with product change, use fund administration and operating model expertise to shape product features, identifying and providing solution to operational complexities and risks arising from product design, escalating issues to management as appropriate
Overseeing the Business As Usuals(BAUs) from legacy JSHSV
Own the overall operational client service experience in partnership with the client Business throughout the client lifecycle for Institutional clients
Focus on sustain the highest level of client service
In depth knowledge and understanding of fund administration/transfer agency/client service with 5+ years’ experience in the mutual fund industry and exposure to a range of pooled fund products
Strong people management skills with a track record of managing and motivating teams to deliver on change objectives
Set the highest standards of delivery for self, the team members and providers and demonstrate ability to create an environment which will ensure that those standards are consistently met
Demonstrate a risk focus and understanding of the risk inherent in the business and appropriate control framework required taking account of the relevant regulatory environment
Ability to develop strong collaborative working relationships with key BlackRock stakeholders and 3rd party Providers
Ability to identify problems and issues, work proactively with others to resolve them and escalate issues appropriately
Proven experience in the asset management industry with exposure to variety of operational and client service functions, including examples of providing leadership within one or more functions
Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive
Ability to think Strategically
Ability to oversight the day to day as well as other BAUs

VP, Client Service Management Resume Examples & Samples

Build and manage a small team of 3-6 junior staff members
Deliver a superior client experience via front-line client service to clients and related third parties, including fielding and responding to client queries and the creation of accurate and meaningful ad hoc reports
Working with partners in other locations to establish globally consistent processes
Understand flow of client, market and fund information across BlackRock and external data providers
Constantly evaluate systems, processes and procedures for inefficiencies and make recommendations for improvement
Understand the risk environment within the department – promote risk awareness, assessment and control
Participate in cross training efforts on all stakeholder functions, to include knowledge transfer of all operational and compliance procedures
BS/BA in business, finance, accounting, economics, or related field. MBA or CFA welcomed
Keen interest in investment products and a preference 5+ years of financial services and people management experience, especially investment management experience
Demonstrated leadership and success in building high performing teams
Comfortable working with stakeholders at all levels of the business
Self-motivated with strong sense of ownership, assertive follow-through and organizational skills; does not require close supervision
Excellent communication, presentation, interpersonal and influencing skills
Outstanding work ethic and willingness to contribute beyond the scope of one’s role to achieve team and firm objectives
Sharp control/risk mitigation mentality with ability to know when to escalate issues
Ability to operate effectively under tight deadlines and to prioritize work with strong emphasis on time management
Able to exercise sound judgment and to appropriately document conclusions
Proficiency in Microsoft Office and an aptitude for learning new applications

Global Head of Client Service Management Resume Examples & Samples

Responsible for leading a global, dynamic group of client service professionals who serve as client service champions for Global Client Services and BlackRock
Lead and drive CSM’s mission to deliver exceptional client experience in the most effective and appropriate way by owning operational service in partnership with the client business through the client lifecycle
Own, drive and implement the strategy for how we continue to build out CSM across the globe remaining cognizant of the potential need for regional variation
Partner with the Client Businesses to define and deliver optimal service models for new business/new clients ensuring that BlackRock understands our clients expectation of service delivery standards in order to deliver the desired best in class service model
Drive the strategy to build and/or enhance our client service offering including technology tools to enable self-servicing, including Gateway (online client portal) and the CIM (Client Inquiry Monitor)
Work closely with the global Business Operations team to deliver a consistent, scalable and controllable service model
Understand, and educate others on, current market standards for client service across the asset management industry and create an environment and mechanism for the global team to do the same
Establish self as a trusted advisor and senior point of contact and escalation for strategic clients and senior internal partners
When required for strategically important clients, act as senior lead at client service meetings, with the support of regional leads and CSM’s either independently or in partnership with the client business teams
Create a culture of risk awareness and lead the team to focus on delivering an appropriate operational control framework around client servicing including review and validation of monthly metrics
Drive the development, implementation and continual enhancement of client service benchmarks and measurement/reporting of service delivery levels
Be an operational thought leader for BlackRock, our clients and Client Businesses
Help define and be a role model for Service Excellence

Client Service Management, Associate Resume Examples & Samples

Demonstrate risk awareness and focus on delivering an appropriate operational control framework for the wider team around client servicing including review and validation of monthly metrics
Lead in a culture of excellence, innovation, communication, and accountability, where all members of the team are motivated to go above and beyond, think globally and outside the box; seek out diverse ideas and credit others for their contributions
Highly complex data management and ad hoc reporting using various software applications
Previous experience within a query handling, relationship management or client servicing environment a distinct advantage
Self-motivated with strong sense of ownership, assertive follow-through and organizational skills; does not require close supervision
Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced environment
Proficiency in Microsoft office (especially Excel) and an aptitude for learning and working on new applications

Client Service Management Associate Resume Examples & Samples

Support the CSM Business Management function, ensuring Key Performance Indicators and MI Reports are produced as part of the regular cycle of management reporting
Work with CSM management and functional teams to continually improve MI output in line with Stakeholder and departmental requirements, including the analysis of trends in queries to constantly improve service and client deliverables
Understand the risk environment within the department – promote risk awareness, assessment and control
Participate in cross training efforts on all stakeholder functions, to include knowledge transfer of all operational and compliance procedures

Client Service Management Client Inquiries & Analytics Resume Examples & Samples

Deliver a superior client experience via query management for clients, consultants and third party administrators (day to day via email/phone/person)
Own the overall operational client service experience for UK and EMEA clients (Institutional and Retail) in partnership with the Client Business and throughout the client lifecycle
Understand our client’s needs: Put the client at the centre of all that we do; understand the ask and deliver what the client actually needs (outcome)
Demonstrate risk awareness and focus on delivering an appropriate operational control framework
Partner with the global Business Operations team to implement a consistent, scalable, and controllable service model
Analyse trends in queries to constantly improve service and client deliverables
Participate in cross training efforts on all stakeholder functions, to include knowledge transfer of all operational and compliance procedures
BSc/BA in business, finance, accounting, economics, or related field desired
Keen interest in investment products
Financial services experience preferred, ideally in investment management, but not essential
Proficiency in Microsoft office (especially Excel) and an aptitude for learning new applications
Ability to understand and analyse complex issues, draw conclusions and articulate/execute a strategy
Confidence in facing off with stakeholders at all levels
Flexible, results-driven approach to finding and implementing solutions
Previous experience in query handling and client servicing a distinct advantage

Team Lead Client Service Management, VP Resume Examples & Samples

University degree or equivalent (FH)
AZEK/CAIA/CFA is a plus
5-7 years of experience in an established financial firm, ideally asset management (i.e. fund management company, custody business)
Experience with Swiss Single Investor Funds is a plus
German (mother tongue), fluent English, an additional language (French, Italian is a plus)
Proven expertise working Retail / Institutional Clients
Experience of leading and managing a team is a plus
Demonstrate teamwork and initiative
Very strong service orientation
Strong analytical, organizational and planning skills, proven ability to prioritize effectively
Advanced skills in Excel and PowerPoint
Good presentation and technical skills required
Has an entrepreneurial spirit and is willing to take on additional responsibility quickly

Client Service Management Associate Resume Examples & Samples

Deliver a superior client experience via overseeing query management for clients, consultants and third party administrator; To include day to day query management (via emails and phone), owning a sub set of clients (Relationship Management), stakeholder oversight, project work and analysis
Own the overall operational client service experience for UK and EMEA clients (Institutional and Retail) in partnership with the Client Business and throughout the client lifecycle; Act as lead at monthly functional meets, prepare and present metrics and discuss client themes
Work closely with the global Business Operations team to implement a consistent, scalable, and controllable service model
Identify and oversee team projects and drive strategic initiatives: For example, analyze trends in queries to reduce query volumes and constantly improve service and client deliverables
Constantly evaluate systems, processes, and procedures for inefficiencies, and make recommendations for improvement, ensuring that all reasonable measures are taken to mitigate operational risk
Lead cross training efforts on all stakeholder functions, to include knowledge transfer of all operational and compliance procedures
Ability to oversee, influence and manage strong collaborative working relationships with key Client Business and operations stakeholders
Experience and in-depth knowledge of operations, investment products and financial services experience, ideally in investment management
Comfortable working with stakeholders at all levels of the business and good at navigating the firm
Ability to display innovation, understand and analyze complex issues, draw conclusions, and articulate/execute a strategy
Attention to detail - risk and regulatory aware and responsive
Fluency in European languages beyond English a distinct advantage

Client Service Management With English Resume Examples & Samples

Ensure an integrated view of business across all regions to tend to a common result, ensure proper execution of processes across all centers, support and champion business processes
Ensure that of the client’s responsibilities occur in accordance with the statement of work and service level agreements with the client
Define, update the Framework (Process, Roles, Governance, KPIs), take ownership of client campaigns
Define the Dashboards which will help to monitor the convergence across all regions
Ensure task level efficiency and compliance with policies and procedures across all regions
Standardize the Kits which will support the convergence activity and deployments
Ensure that the framework is maintainable, can be shared with all avoiding specific implementation in any Region. Ensure overall consistency
Consolidate, collect all design guiding principles which will support the convergence
Support the deployment stream in order to define and initiate the convergence plan
Manage the overall convergence activities for all deployed entities
Sync with the Data Centre in India which will control on a daily basis the quality of the processes and Data
Responsible to Manage / Govern all the stakeholders in this field: Regional Lead, Data / Process owners
Ensure proper alignment with the Design Lead in case of changes required on a given process or Data definition, develop and implement a corresponding plan of actions in case of changed to bring the situation to resolution
Possess strong organizational and detail-oriented skills both personally and from a client relationship perspective
Be relentless on follow-through and communication of status to others
Be subject matter expert on contract scope and service level agreements
Conduct briefing through written status reports and/ or verbal communication with the management on monthly basis/ Produce the Dashboards
Leading the Regional convergence plan and committees
Service Now Certified Application Developer and/or Admin
Excellent knowledge of ITIL Service Delivery processes (ITIL v3 Certifications)
Excellent knowledge of IT Service Management & Operations knowledge (ITIL v3 Certifications)
Proven experience in managing IT/Business convergence program
Ability to translate/ decline an operational framework in a convergence topic
Proven experience in the elaboration of a convergence strategy in a board/ international context
Experience in Client relationship development, Operational Excellence, quality & process improvement, Service level agreement management
Highly proficient IT skills in Word, Excel, PowerPoint and MS project
Strong communication and interpersonal skills including an ability to convey technical information using non-technical language, strong facilitation skills
Team manager
Convergence handbook and dashboards
Convergence toolkit and workshop outputs (validation)
Follow up dashboards at convergence level: Produce at the minimum weekly 360° review status
Weekly reporting on all aspects of the convergence
Build and implementation of convergence guidelines

Client Service Management, VP / Director Resume Examples & Samples

Lead Client Service Management in Japan, including all functions and management of the people in the team
Ensure the Client Service Management team leverages global best practice, policies and procedures however is applied locally to take account of local nuances and business requirements
Work closely with the global Business Operations teams to implement a consistent, scalable and controllable service model
Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing including review and validation of monthly metrics
Establish / enhance strong working relationships with key stakeholders within BlackRock
Leadership experience managing operational and/or service oriented teams
Minimum 12 years experience in the asset management (or closely related) industry with exposure to a variety of operational and client service functions, including examples of providing leadership within one or more functions
Experience in dealing with clients and associated operational risk matters
Ability to develop strong collaborative working relationships with key Client Business and operations stakeholders
Candidate must be able to communicate fluently in Japanese
Prior experience working within Japanese office of a global asset manager would be preferred

Client Service Management Support Lead Resume Examples & Samples

5-10 years of SAP experience
5+ years of Service Management Delivery Leadership experience
SAP Order to Cash and Supply Chain experience a plus
Service Delivery Lead for global application portfolio (primarily SAP)
Manage team of 5-10 onsite resources
Manage local client relationships – business & IT leadership
Provide prioritization for NA incidents to global & local delivery teams
Manage local escalations with global & local delivery teams
Provide leadership oversight on local project work & enhancements
Required degree/education or equivalent

Client Service Management Associate Resume Examples & Samples

Proven experience in the asset management industry with exposure to a variety of operational and client service functions, including examples of providing leadership within one or more functions
In-depth technical understanding across service functions together with a strong understanding of the end-to-end client and trade life-cycles
Previous exposure to the sales process preferred though not essential
Experience in dealing with clients and associated operational risk matters
Ability to develop strong collaborative working relationships with key Client Business and operations stakeholders
Ability to work proactively with others to resolve and escalate issues appropriately
Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive
Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing including review and validation of monthly metrics
Establish and measure client service benchmarks
Focus on sustaining the highest level of client service
Engage the operational resources of the firm to meet clients’ needs
Establish / enhance strong working relationships with key stakeholders within BlackRock
Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies
Conduct Operational Service Reviews directly with clients in partnership with Client Business
Provide and/or co-ordinate appropriate representation for Business Operations at Client meetings and due diligence visits etc. Own these sessions when purely of an operational nature
Champion awareness and knowledge sharing of business operations service and functions
Build and constantly develop your existing knowledge of the Business Operations’ functions and keep current on major activities being undertaken and challenges and successes that are being experienced
Be an operational thought leader for our clients
In-depth technical understanding across service functions together with a strong understanding of the
End-to-end client and trade life-cycles
Strong presentation skills and ability to adapt to audience at all corporate levels
Ability to analyze, synthesize and present data in an concise and easy to understand style
Expert communicator, strong interpersonal skills
Ability to think strategically

Director, Client Service Management Resume Examples & Samples

Centralized/dedicated point of accountability, owns and manages overall incident management and process for assigned client
Owns all service incident inventory and status reporting for assigned client
Leads internal and customer service management meetings to review inventories, incidents, and progress management
Interfaces with peer lead at assigned client and partners on daily/weekly basis to prioritize inventory
Coordinates with and keeps the client office lead team members up to date on incidents for their respective domains
Updates the Client Deliver Leader and Client Executive on a regular basis as to status for managing and maintaining appropriate inventories
Alerts Client Delivery Leader and Client Executive to key P1/P2 incidents and resolution progress
Accountable to and manages to SLAs/SLOs for assigned client
Works onsite in client environment and available and participates in weekend release activities monthly, quarterly
Leads process and follow-up on addressing any incident volume spikes, aging, post implementation volumes, etc. including leading required night/weekend/distributed teams to resolve/address
Drives internal escalations for P1/P2 resolution for assigned client
Coordinates with other internal teams to address barriers to incident resolution (eg. backlog/prioritization in development etc.)
Key point of contact for all service management, including critical incident management. Resource will also be involved in weekend release activities when required
Performs various service management tasks and other duties as assigned or requested
Analysis of business problems/needs
Company Presentations
Presentation Delivery

Client Service Management Associate Resume Examples & Samples

Manage the post-sales service relationship with key clients including retail and private banks, insurance companies, multinationals, financial advisors and distribution platforms in partnership with the Client Businesses
Focus on sustaining the highest level of client service, while demonstrating risk awareness and a strong focus on an appropriate service delivery control framework
Coordination of queries from existing clients and interaction with internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality
Own the overall client service experience in partnership with the Client Businesses throughout the client lifecycle and develop strong working relationships with key stakeholders within BlackRock to assist the firm in effectively meeting clients’ service needs
Represent the client intent where necessary for change events and implementation of new solutions (onboarding of new clients and their mandates), including facilitating the handling of client requests for bespoke services and ensuring that any solutions effectively balance the needs of the client with those of the firm
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 response
Own and evolve the core service offering and drive continuous improvement both internally and with external service providers such as custodian banks, depositary banks, fund administrators and platforms
Partner with relationship managers to leverage service delivery functions effectively and appropriately to increase client service quality
Champion awareness and knowledge sharing of client service functions with the client businesses
Build and constantly develop knowledge of BlackRock’s service delivery framework, products and capabilities, remaining current on industry and market developments as well as major activities, challenges and successes within BlackRock