North America Head of Aladdin Client Experience for Asset Management and Pension Clients

BlackRock • New York, NY

295d • $195,000 - $275,000 • Remote

About The Position

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 pension clients in North America using the Aladdin platform.

Requirements

• 10+ years of experience in financial services, with a focus on asset management or pension services
• 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
• 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

Nice To Haves

• 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

Responsibilities

• 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 asset management and pension clients in North America
• Build and maintain strategic service relationships with institutional clients
• Proactively identify and address client needs, challenges, and opportunities
• 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
• 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
• Develop and execute a comprehensive client experience strategy aligned with organizational goals
• Drive transformative initiatives across people, process, and technology to enhance client experience
• 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

Benefits

• Competitive salary commensurate with experience
• Annual discretionary bonus
• Comprehensive benefits package including healthcare, leave benefits, and retirement benefits
• Strong retirement plan
• Tuition reimbursement
• Support for working parents
• Flexible Time Off (FTO)
• Hybrid work model with at least 4 days in the office per week

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Funds, Trusts, and Other Financial Vehicles
• Education Level: Bachelor's degree