Director, Aladdin Client Experience

About this role

About the Role

• This role is a critical leadership position within BlackRock's Aladdin Client Experience team. This individual will be responsible for driving strategic client experience, retention, and service for our most important institutional asset management and asset owner clients in Europe, Middle East, and Africa (EMEA) using the Aladdin platform.

Key Responsibilities

Client Experience

• Ensure timely and effective resolution of client questions and issues related to the investment lifecycle
• Serve as a trusted advisor and senior point of contact for all Aladdin clients in EMEA
• Build and maintain strategic service relationships with institutional clients
• Proactively identify and address client needs, challenges, and opportunities

Operational Excellence

• Monitor and analyze client service metrics to inform strategic decision-making
• Implement best practices to optimize service delivery
• Drive scale-oriented priorities and adoption of self-service technologies
• Define and track performance metrics for client services operations

Team Leadership and Development

• Lead and inspire the client experience teams responsible for Aladdin support
• Foster a culture of innovation, continuous improvement, and client-first mindset
• Mentor and develop high-performing team members
• Provide strategic guidance and professional development opportunities

Strategic Leadership

• Develop and execute a comprehensive client experience strategy aligned with organizational goals
• Drive transformative initiatives across people, process, and technology to enhance client experience

Cross-Functional Collaboration

• Collaborate closely with product development, sales, and other teams to drive revenue growth and product innovation
• Align client services with product enhancements and emerging client needs
• Work effectively in a multicultural, global environment

Qualifications

Required Experience

• 10+ years of experience in financial services, with a focus on asset management
• Proven track record of leadership in client services, preferably in investment management
• Deep understanding of investment management technology ecosystems
• Experience managing complex, matrix organizational environments

Technical and Professional Skills

• Advanced proficiency with Aladdin platform or similar investment management technologies
• Exceptional communication and stakeholder management skills
• Advanced problem-solving and strategic thinking capabilities
• Experience with industry-leading case management technology and client service KPIs
• Ability to work in a fast-paced environment with high self-assurance and drive

Preferred Qualifications

• Advanced degree in Economics, Finance, or related field
• Previous experience with client onboarding in complex financial service environments
• Strong understanding of eFront platform or similar financial software

Compensation

• Competitive salary commensurate with experience
• Annual discretionary bonus

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.

For additional information on BlackRock, please visit @blackrock | Twitter: @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, race, religion, sex, sexual orientation and other protected characteristics at law.