Job Information
BlackRock Aladdin Business, Center of Excellence Lead, Director in Gurgaon, India
About this role
Role Brief:
Aladdin® is an operating system for investment managers that seeks to connect the information, people, and technology needed to manage money in real time. The Aladdin platform combines risk analytics with portfolio management, trading, compliance, and investment operations tools on a single platform to power informed decision-making, effective risk management, efficient trading, and operational scale. Aladdin is used by a community of over 200 institutional clients around the world, including BlackRock. There are over 100,000 end users of Aladdin globally. The team is comprised of 1500+ professionals responsible for implementing and supporting our Aladdin clients, sales and marketing, and ensuring the Aladdin Community maximizes Aladdin products through engagement and education.
We are seeking a dynamic candidate with a proven track record in client servicing and client management to join our Aladdin Client Services (ACS) team. As the Aladdin Client Services Lead for India, you will be pivotal in leading our support team, dedicated to providing exceptional service and support to our global clients. This role requires a strategic thinker with a deep understanding of the investment lifecycle, who can efficiently manage client expectations and deliver solutions that enhance client satisfaction.
Key Responsibilities
Lead and manage client support – Direct a team of support professionals across Mumbai and Gurgaon responsible for handling client inquiries and issues, ensuring rapid and accurate resolution (team will grow from 50 to 100+ over the next year)
Operational Excellence – Establish and maintain high standards of performance by implementing best practices, processes, and metrics that align with the company’s strategic goals. Foster a culture of excellence, collaboration and client-centricity within the team
Client Engagement – Build and maintain client relationships, serve as a trusted escalation point for key clients. Engage with clients locally in India regularly
Cross-functional Collaboration – Work closely with internal stakeholder teams (Implementations, Relationship Managers, Product/Engineering) to ensure optimal services are being delivered to clients
Training and Development – Coach and mentor team members, encourage continuous learning and growth to maintain deep expertise of the Aladdin tools
Innovation and Improvement - Drive innovations and continuous improvements within the support function, utilizing feedback and performance data to enhance service quality
Required Skills and Experience
Bachelor's degree in Finance, Business Administration, Computer Science, or related field
Proven experience (8+ years) in client services, account management, or related roles within the financial services industry, preferably with experience in asset management or investment technology
Experience working with a large global team and stakeholders in multiple countries
Demonstrated leadership and team management skills, with a track record of leading high-performing teams and driving results in a client-facing environment
Exceptional communication and interpersonal skills
Experience with industry leading case management technology and client service metrics/KPIs
Strategic thinker with the ability to drive change and innovation
Ability to work in a fast-paced environment with high self-assurance, positive attitude and drive
Commitment to client success and satisfaction
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 (http://careers.blackrock.com/) | Twitter: @blackrock (https://twitter.com/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.