Investment Platform Support Lead Analyst

We are seeking an experienced individual to join our Investment Services Platform Team (ISPT) as an Investment Platform Support Lead Analyst. In this role, you will be based at the Schroders Campus in Horsham and will be responsible for providing day-to-day support and service management for our core investment platform, Aladdin by BlackRock Solutions (BRS). Working in a fast-paced environment, you will oversee Aladdin-related enquiries and service requests raised from Investment and Operations business stakeholders. You will collaborate closely with BRS to ensure that issues are escalated and resolved and ongoing problems are effectively managed. The ability to remain calm under pressure and manage multiple priorities simultaneously is crucial in this role.About Schroders Schroders is a global investment manager that assists institutions, intermediaries, and individuals worldwide in investing their money to achieve their goals, fulfill their ambitions, and prepare for the future. With over 200 years of experience, we continuously adapt to societal and technological changes while maintaining our commitment to helping clients and society prosper. We have approximately 4,000 employees across six continents.The base You will be based at our Schroders Campus near Horsham in West Sussex. Our campus serves as the home for our EMEA Operations and Technology Operations hub. It offers the same high standards and international reputation as our headquarters in the City of London, but in a picturesque countryside setting. Additionally, working at our campus means you can enjoy a commute-free lifestyle without having to take the Tube.About the team The Investment Services Platform Team (ISPT) is a central team within Operations that reports to the Global Head of Investment Services and has a global remit. The team provides support to the Investment, Dealing, and Operations functions in Schroders' Asset Management Business, working collaboratively with teams across Schroders to drive change initiatives. The team's objective is to enable business growth, support business as usual, improve the operating model, manage risks, and simplify business processes.What you'll do As an Investment Platform Support Lead Analyst, your responsibilities will include:

• Supporting the day-to-day service provision and overseeing the support of our core investment platform (Aladdin) in collaboration with the third-party supplier, BlackRock Solutions (BRS).
• Handling 2nd line Aladdin-related enquiries from Investment, Dealing, and Operations users globally, with a primary focus on the EMEA region.
• Troubleshooting general user enquiries and directing them accordingly.
• Overseeing Aladdin-related enquiries and service requests raised by users directly with BRS to identify critical items that require further triage and management.
• Acting as the escalation point to BRS and leading the management of critical business issues.
• Escalating Aladdin service incidents that impact critical business processes, including coordinating with Schroders Global Technology and business teams until resolution is achieved.
• Facilitating business communications and managing senior management communications.
• Following up on issue/incident root cause analysis and implementing mitigating actions.
• Reducing Aladdin incidents through collaboration with ISPT, BRS, and Schroders Global Technology, with a focus on platform control and functional capabilities improvement.
• Working 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.
• Identifying and managing the life cycle of underlying problem management themes.
• Producing Management Information (MI) and insights to manage BRS services within contractual Service Level Agreements (SLAs).
• Managing multiple priorities concurrently.
  
  Experience working within an asset management firm in a front-office environment.
• Good technical knowledge of investment services platforms and the ability to bridge communication between third-party vendors, IT, and the business.
• A good understanding of fund management business and the end-to-end Order/Trade workflow.
• Familiarity with a broad range of investment products and instruments.
• Familiarity with the dealing lifecycle of Equity, Fixed Income, and OTC derivatives instruments (preferred).
• Strong communication skills and experience managing third-party portfolio, order, and execution management systems.
• The ability to define and document business problems within a complex investment management environment.
• Good interpersonal and organisational skills.
• The ability to operate under pressure, multitask, and deliver to demanding deadlines.
• Knowledge of Portfolio, Order & Execution Management Systems., Previous experience working in a helpdesk/service management role.
• Knowledge of the BlackRock Aladdin Solution.
• Business knowledge of other Asset Management front-office systems, such as MSCI Barra, FactSet, Charles River, Bloomberg, and Eikon.
What you'll be like We are looking for someone who embodies the following characteristics:
• Service-oriented
• Able to work under pressure, juggling several critical priorities simultaneously
• Quick to understand issues, make sound judgements, and make prompt decisions
• A critical thinker and problem solver
• An excellent communicator with strong ability to articulate complex issues succinctly