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Investment Services Platform Lead Analyst

2 months ago

Horsham, West Sussex, United Kingdom Schroders Full time

Investment Services Platform Lead Analyst

Schroders, a global investment manager, is seeking an experienced individual to join its Investment Services Platform Team (ISPT) as an Investment Services Platform Lead Analyst. The successful candidate will be responsible for providing day-to-day support and service management for the core investment platform, Aladdin by BlackRock Solutions (BRS).

About Schroders

With over 200 years of experience, Schroders continuously adapts to societal and technological changes while maintaining its commitment to helping clients and society prosper. The company has approximately 4,000 employees across six continents, offering a unique blend of global reach and local expertise.

The Role

As an Investment Services Platform Lead Analyst, the candidate will oversee the support of the Aladdin platform, handle Aladdin-related enquiries from Investment, Dealing, and Operations users globally, and collaborate closely with BRS to ensure issues are escalated and resolved.

Responsibilities

  1. Support the day-to-day service provision and oversee the support of the Aladdin platform in collaboration with BRS.

  2. Handle Aladdin-related enquiries from Investment, Dealing, and Operations users globally, with a primary focus on the EMEA region.

  3. Troubleshoot general user enquiries and direct them accordingly.

  4. Oversee Aladdin-related enquiries and service requests raised by users directly with BRS to identify critical items that require further triage and management.

  5. Act as the escalation point to BRS and lead the management of critical business issues.

  6. Escalate Aladdin service incidents that impact critical business processes, including coordinating with Schroders Global Technology and business teams until resolution is achieved.

  7. Facilitate business communications and manage senior management communications.

  8. Follow up on issue/incident root cause analysis and implement mitigating actions.

  9. Reduce Aladdin incidents through collaboration with ISPT, BRS, and Schroders Global Technology, with a focus on platform control and functional capabilities improvement.

  10. Work closely with team members in EMEA and the US to ensure global coverage and the smooth handover of service issues and escalations on a daily basis.

  11. Identify and manage the life cycle of underlying problem management themes.

  12. Produce Management Information (MI) and insights to manage BRS services within contractual Service Level Agreements (SLAs).

  13. Manage multiple priorities concurrently.