MD, Country Head Belgrade, Head of ACX for eFront

About this role

Head of ACX, eFront

Head of BlackRock Belgrade Office

BlackRock’s Aladdin Business is uniquely positioned to address the financial technology demands of the investment management industry.  The financial technology caters to investors across the investment spectrum; clients include large financial institutions such as Insurance companies, Pension funds, and Sovereign Wealth Funds, and covers assets classes across the public and private markets. 

BlackRock’s 500+ Belgrade office is a central hub for the firms’ Private Markets and Technology expertise.  

The Belgrade office has a specific concentration on Aladdin’s eFront brand, focused on Asset Owners, Managers, and Servicers across Private Equity, Private Credit, Real Assets, and Infrastructure.  These solutions also power Aladdin’s fast-growing product for combining Public and Private assets, the Whole Portfolio Solution.

We are seeking an experienced leader to join as the Head of Aladdin Client Experience for eFront (functionally) and Head of BlackRock Belgrade (regionally).  This is a senior role driving the strategic direction across our Client Business functions.  The role has direct management for the Aladdin Client Experience team, providing day-to-day support for our clients and user community, focused on improving the user experience on Aladdin, eFront and other tools, working with clients to solve complex problems, partnering with product to drive functionality and enable the business to meet its commercial objectives with existing clients.

This individual will also have matrix oversight for all Client Business functions in Belgrade, including the Client Relationship Management and Transformations team. The Client Relationship Management team manages relationships with our existing clients. The Client Transformations team leads and executes the onboarding and process re-engineering of our clients.  This leader will foster relationships and work horizontally with BlackRock’s global Aladdin Business. 

Responsibilities:

• Leadership (Belgrade & Aladdin)
  • Oversee strategic direction and daily operations of BlackRock’s Belgrade office.
  • Collaborate with global leadership to identify and act on risks and opportunities, expanding Belgrade's impact across BlackRock and executing the global footprint strategy.
  • Leverage network within Serbia to grow BlackRock’s brand as an employer of choice.
  • Chair the Executive and Operating Committees and provide leadership to the 500+ local employees.
  • Drive the talent and culture agenda including representing BlackRock to external stakeholders and ensuring connectivity with the wider firm.
  • Stay aware of industry and local trends to inform priorities and growth strategy for both regional and functional roles. 
  • Partner horizontally across Aladdin, including product development, data and engineering, to ensure seamless coordination and alignment of client management to drive business outcomes.
• Client Service Experience Excellence:
  • Lead the transformation of the eFront Client experience function including the integration of the team within the broader Aladdin community, achieving commercial and revenue outcomes from existing clients, resolving client issues in a timely, scalable manner and developing staff to allow for cross functional support out of the Belgrade office.  
• Client Relationship Management:
  • Partner closely with the Global Head of Aladdin Client Engagement (ACE) and local leadership team to establish and maintain relationships with key C-Suite decision makers at existing client base, with a focus on client satisfaction and identifying opportunities to expand relationship and usage of the product suite.
• Client Transformations:
  • Provide strategic guidance to the Belgrade team running key client implementations, including furthering global best practice and adherence to key KPIs.
• Strategic Planning:
  • Collaborate with internal teams to develop strategic action plans by client and segment aimed at enhancing client satisfaction, retention, and revenue growth.
  • Leverage client feedback and market insights to inform product development and service improvements.

Qualifications:

• Proven track record of at least 15 years in a relationship management, client service or sales management leadership role within the fintech (or equivalent) industry.
• Strong leadership skills with experience managing and developing teams.
• Excellent interpersonal and communication skills, with the ability to interact effectively with clients and internal stakeholders at all levels.
• Ability to quickly become well versed in the value proposition and capabilities of the eFront and Aladdin product suite.  Technologically “aware” to be conversant with clients and visualize opportunities. 
• Familiarity with CRM software and other relevant tools for client management and reporting. Understanding of the Alternative Investment industry is a plus.
• Enjoys a fast-paced, high-intensity environment; able to manage multiple priorities.
• Proven track record in managing clients (harvesting, churn, client satisfaction).
• Experience and comfort working across a global company and multi-cultural environment.

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.