About this role

Aladdin is Black Rock’s central technology platform that connects the key functions of investment management into one integrated system. From portfolio management and trading to compliance, operations, and risk oversight, Aladdin brings together people, processes, and data to create a seamless investment process. By providing a common platform and consistent information, Aladdin helps organisations make informed decisions, manage risk effectively, and trade efficiently – ultimately driving better outcomes for investors and institutions worldwide.

We bring a breadth of experience across regions, strategies, and asset classes.

• 30 Years of experience delivering solutions

• 1,100 Aladdin clients

5,500 skilled engineers, financial modelers, and data experts supporting Aladdin. The Aladdin Client Experience team is the global client services organisation supporting Aladdin users around the world. With a collaborative team of over 400 members, Aladdin Client Experience team provides:

• Provide outstanding client service to users, every time

• Solving complex problems by delivering innovative solutions

• Collaborate with others, knowing we achieve more together

• Learn every day, question assumptions, and embrace change

• Foster a fun, innovative, and inclusive team atmosphere

About this role

Our Aladdin Client Experience team strives to offer outstanding service. Product Experts have deep subject matter expertise within Pre-trade and post trade operations and accounting workflows. The role focuses on resolving complex client inquiries, enhancing the knowledge and capability of the service desk team, and working closely with product teams to support ongoing development and release cycles.

We are united through a common zeal for overcoming hurdles, consistently growing our understanding, and guaranteeing our clients feel supported and empowered at every stage.

Key Responsibilities:

• Subject Matter Expert: Resolve complex inquiry, drive strategic client support initiatives, and product development across the range of post trade operations and accounting workflows on Aladdin

• Escalation ownership: Act as the escalation point for complex and technical client inquiries, ensuring timely and accurate resolution

• Cross functional collaboration: Partner with internal teams including Product and engineering teams to troubleshoot issues and provide client insights that inform product development and feature enhancements

• Release readiness: Prepare and upskill the service desk team for new product features and releases

• Critical incidents: Partner with Engineering & SRE on health monitoring and telemetry to resolve critical incidents quickly and prevent disruption of service

• Knowledge development: Build and maintain service desk knowledge through structured training initiatives, documentation and other resources.

• Be present with our clients: Engage directly with clients to support resolution of complex inquiries, and participate in client visits and forums to strengthen relationships, deepen market & product understanding and bring client feedback into the organisation

• Continuous improvement: Identify recurring issues and recommend solutions to improve client experience and service efficiency

• Be a student every day: We foster a culture of ongoing learning. Expand your insight into our clients, their organizations, and our product to consistently elevate our service quality.

• Team leadership & Development: Provide guidance, mentorship and support, fostering professional growth and ensuring high-quality client interactions.

Required Experience:

• BS Degree in Accounting, Finance, Management or other related field of study

• Deep understanding of post trade operations and Accounting as well as relevant processes and systems

• Experience resolving complex client or product issues in a support or service environment

• A consultative approach to understanding client needs and a passion for solving problems

• Excellent written and verbal communication skills, with the ability to navigate complex or sensitive situations, listen actively, and respond with empathy and professionalism.

• Eagerness to explore new technologies and adeptness in promptly implementing newfound knowledge

• Ability to work collaboratively across support, product and development teams

• Comfortable engaging with clients directly, including representing the service desk in meetings or onsite visits.

• Enthusiasm for learning in a fast-paced, evolving environment

Additional Experience:

• Experience in the creation of automation tools and support tooling preferred but not required

• Linux/Unix knowledge is preferred but not required

• Experience with SQL, Python, Java, REACT, or any other relevant coding languages preferred but not required

• Proven ability to lead and mentor team members

• Candidates with strong communication skills in Korean would be a strong advantage

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

Black Rock’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 Black Rock.

About Black Rock

At Black Rock, 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 Black Rock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

Black Rock 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.