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BlackRock Head of Aladdin Client Services, Alternatives, Director in Belgrade, Serbia

About this role

We are seeking a multifaceted and expert individual leader to join our team as Head of Client Service for our suite of alternative investments (eFront / Aladdin) products!

As a leading player in the FinTech industry, BlackRock provides innovative financial solutions and outstanding service to our clients. The Head of Client Service will play a crucial role in maintaining client happiness, encouraging positive relationships, and driving growth within our client base! The client base includes a set of Global Private Markets asset owners, investment managers, and asset servicers demonstrating BlackRock’s proprietary portfolio management systems.

About the role:

Client Relationship Management: Build and maintain strong, trust-based relationships with clients by understanding their needs, addressing inquiries, and providing timely support and mentorship.

Belgrade Leadership: Active contributor to the leadership team of our 600-person office by driving the talent and culture agenda, representing BlackRock to external customers, and ensuring connectivity for Belgrade with the wider firm.

Team Leadership: Lead and empower a team of client service professionals, providing mentorship, coaching, and support to ensure dedication, efficiency, and adherence to service standards. Foster a culture of continuous learning and development within the team.

Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to assess the efficiency of client service operations. Monitor performance metrics regularly, identify areas for improvement, and implement corrective actions as needed.

Client Onboarding and Training: Supervise the onboarding process for new clients, ensuring a smooth transition and a comprehensive understanding of our products and services. Develop and implement training programs to educate clients using our FinTech solutions effectively.

Strategic Planning: Collaborate with internal teams to develop central initiatives and action plans aimed at enhancing client satisfaction, retention, and revenue growth. Apply client feedback and market insights to advise product development and service improvements.

Long-term vision: Implementing standard methodologies and processes to optimize support delivery; Drive scale-oriented priorities and adoption of self-service technology at clients.

Cross-functional Collaboration: Collaborate closely with other departments, including sales, product development, and operations, to ensure flawless coordination and alignment of client service initiatives with overall business objectives.

About you:

  • Bachelor's degree in business administration, finance, or a related field; advanced degree preferred.

  • Consistent track record of at least 10 years in a client service or relationship management role within the FinTech (or equivalent) industry.

  • Strong leadership skills with experience leading and developing teams.

  • Excellent interpersonal and communication skills, with the ability to interact optimally with clients and internal stakeholders at all levels.

  • In-depth knowledge of financial products, services, and industry trends.

  • Strategic problem solver with the ability to develop and complete client service strategies aligned with business goals.

  • Proficiency in CRM software and other relevant tools for client management and reporting. Understanding the Alternative Investment industry is a plus.

  • Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business

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 (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, race, religion, sex, sexual orientation and other protected characteristics at law.

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