APAC CRM Solutions Centre Associate recruitment
The Aladdin trading and risk management system, used internally at BlackRock and by BlackRock Solutions clients, enables customers to manage over $5 trillion in financial assets. Aladdin is central to our technology strategy, unifying BlackRock by providing everyone with a common language and a central point of reference for our investment activities globally.
The Aladdin and Application Engineering teams within the Aladdin Technology group use the latest technologies to design and develop applications that make up the firm's investment management platform. The systems support the full lifecycle of the investment management process, from quantitative risk management to order entry, trade routing and settlement.
Team Overview:
The Distribution Solutions (DS) team's mission is to enable our distribution capabilities and drive client engagement through technology, information design, and process improvements that deliver our products, services, and brand promise to customers and prospects. More specifically the DS team creates and drives the vision, strategic development, implementation, and on-going support of Web, CRM Applications / tools across BlackRock businesses and regions. This team also manages client information and reporting systems and ensures reliable efficient management and access to those. The team in Asia Pacific is responsible for delivering website and CRM solutions working in close collaboration with Marketing, GCG (across all channels i.e. iShares, Retail and Institutional), Capital Markets, Product Development, PMG and Business Operations.
Client Solutions Centre ('CSC') is within AT-APG-Distribution Solutions (DS) group whose mission is to enable our distribution capabilities and drive client engagement through technology, information design, and process improvements that deliver our products, services, and brand promise to customers and prospects.
The team's focus is on the applications used by GCG and its internal business partners. Staff members need to understand the business processes and the functionality of the various software applications and products used within the business units and partner with business representatives as well as the application development team.
Role:
This role requires strong communication and organization skills and the ability to juggle changing and competing priorities. As a member of the CSC, this role will be primarily responsible for training and support of multiple CRM's, including Spectra which is developed in-house and SalesPage Enterprise. While there is a focus in supporting the Asia-Pacific region, this role is part of a global team and will have responsibilities globally.
The key responsibilities are as follows:
- Provide training and support for Spectra and SalesPage as a primary focus, but must also be able to train and support other applications as well.
Manage, assign, close tickets created by user requests in the ticket tracking tool (Service Manager 9). - Create communications to users regarding application enhancements, maintenance windows and outages.
- Help build and maintain an extensive library of documentation, including a full suite of training materials.
- Respond to all inquiries from GCG and its business partners. Examples include: how specific applications are used, business processes around these applications, address potential issues and enhancement requests. This may also include SQL queries.
- Assist in testing new application functionality; confirm system availability.
- Assist product managers with request tracking.
- Enhancement and rollout implementation coordination.
- Contribute to team processes and creating efficiency across a global team, as well as share information with other team members related to specific APAC region business process or changes.
Skills
- Experience delivering training and support preferred
- Strong interpersonal skills and demonstrated ability to work with all levels of staff and understand the differing needs, i.e. senior executives may need a different level of support than a junior analyst.
- A strong academic background in a variety of analytical, financial, and technical degrees including, but not limited to: Finance, Engineering, Computer Science, Math, Physics, or Statistics
- Outstanding academic achievement and a strong interest in finance and the investment management business
- The ability to demonstrate strong analytical skills, attention to detail, a strong work ethic, and work as part of a team in a fast-paced environment
- Excellent oral and written communication skills; very client service focused
- Recent graduates can apply, though previous experience in a similar role is preferred