AddressAbout this role
Technology & Operations
BlackRock is one of the world’s preeminent asset management firms and a premier provider of global investment management, risk management and advisory services to institutional, intermediary, and individual investors around the world.
BlackRock offers a range of solutions — from rigorous fundamental and quantitative active management approaches aimed at maximizing out-performance to highly efficient indexing strategies designed to gain broad exposure to the world’s capital markets. Our clients can access our investment solutions through a variety of product structures, including individual and institutional separate accounts, mutual funds and other pooled investment vehicles, and the industry-leading iShares® ETFs.
Global Invoicing Services overview:
Provides a single point of contact and is accountable for all aspects of our client’s deliverables that support the ongoing client experience relating to the provision of Client Invoicing solutions and superior client service. Client Invoicing Services provide management and performance fee invoices for institutional separately managed account clients and retail relationships located in the Americas, EMEA and APAC (excluding Japan)
The role being recruited will lead a regional and/or global Invoicing Solutions & Services team, working as part of the Global Functional leadership with a focus on managing and delivering Complex Solutions and a superior client service product with oversight of activities across the regional locations.
As a global leader, BlackRock’s principles inform and drive our efforts, including: We operate our business with a fiduciary mindset, focused on putting our client’s interest first; We are passionate about our work and intensely focused on performing at the highest levels; We challenge ourselves and each other to collectively raise our game; And, we focus on continuous innovation to bring the best of BlackRock to our clients.
Role Responsibility
- Support clients through the Onboarding and change lifecycle, working closely with Contracting, operational and client service teams to deliver mutually agreeable billing contract provisions that are operational compliant and appropriately risk-controlled.
- Provide end-to-end governance and monitoring of the billing onboarding function, including partnership with Contracting to evolve the contractual term library, simplify contract language, improve menu service cards, and proactive monitoring through metrics.
- Demonstrate technology and innovation accumen to improve the client and user experience related to Client Invoicing through people, process and technology initiatives.
- Exemplify a commercial mindset that strikes the delicate balance between delivering for our clients and managing risk for the firm.
- Plan and manage a team responsible for delivering to complex client deliverables, ensure timely and accurate distribution of all deliverables, while reducing key man dependencies and a self-sufficient evolution of the team.
- Partner with Global Functional leadership to implement a consistent, scalable and controllable operational platform.
- Build strong partnership with finance, Contracting, development teams and collaborate with client business stakeholders to improve product offering, quality and timeliness of product.
- Serve as a deep billing subject matter expert, lead billing discussions with stakeholders (e.g., client business, contracting team, Onboarding Implementation team, Invoice production team), provide solutions and input to draft fee language, drive for better outcome, operational excellence, and enhanced client experience.
- Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client deliverables including review and validation of monthly metrics.
- Develop and apply appropriate KPI’s and KRI’s to hold providers and team accountable for the quality and delivery of the product.
- Drive the global Client Experience vision of ease and simplicity with empathy through a tailored local strategy.
- Build a customer-centric team culture relentlessly focused on customer success and user delight by emphasizing proactive user engagement.
- Grow and develop talent to be passionate and demonstrate emotional ownership.
- Work closely and collaboratively with functional CX Client Distribution Regional Heads to execute business priorities in the region through a globally consistent and locally relevant approach aligned to platform, process & talent
- 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 within CX Operations Production Platform.
- Lead and manage a team of 20+ personnel across multiple locations and time zones
- Ensure compliance with CASS and SOX regulations as they relate to Client Distribution Services and take ownership for meeting the requirements of regular internal and external audits
Experience
- Bachelor's degree with preference to MIS, Business, Accounting, Finance, Economics, or related field
- A minimum of 15 years of experience Financial Technology, Consulting or Buy side firm, with strong understanding of financial markets and investment management.
- Senior leadership experience in an operational role preferable with global responsibilities.
- Strong analytical skills with an ability to identify problems and develop solutions.
- Excellent attention to detail and understanding of operational processes.
- Self-starter who enjoys a fast-paced, high-intensity environment, sets priorities and can work independently as well as with a global management team
- Empathy and a unique ability to understand customer needs; passionate about customer service
- Tech first mindset and curiosity; experience solving problems through technology
- Relevant work experience leading large teams in client support or financial services
- Experience managing people and leadership skills, with the ability to inspire and engage junior talent; prior experience building or re-vitalizing a team from the ground up is an advantage
- Excellent interpersonal and communication skills and a collaborate-first mindset
- Experience with scripting, visualization tools, programming languages with digital focus desirable
- Proficiency in Microsoft Office, intermediate to advanced level data analytic skills such as SQL and Excel, a strong interest in and capability for learning new applications and technical skills.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; 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.
