Associate Service Operations Analyst

Rimes; Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

Rimes is seeking an Associate Analyst to join the Pipeline Operations first-line team in Manila. You will handle day-to-day client service tasks related to Benchmark and Index solutions, ensuring deliverables meet SLA targets and team goals.

You will work with cross-functional teams to support project execution, incident handling, and knowledge documentation, while receiving mentoring and developing your skills for advanced roles.

Qualifications

• Experience with UI-based platforms and financial data workflows.
• Familiarity with JIRA and Excel.
• Strong attention to detail handling exceptions and BAU workflows.
• Ability to follow structured SLA and incident processes.
• Clear written and verbal communication; teamwork and cross-department coordination.
• Willingness to work 3x a week in the office.

Responsibilities

• BAU activities following protocols for Query and Exception Management.
• Resolve simple queries using standard workflows.
• Understand product settings logic and verify failures.
• Monitor alert timelines and report delays.
• Maintain quality aligned with BAU expectations.
• Provide updates for SLA-bound requests.
• Ensure activities meet client turnaround expectations.
• Participate in team initiatives and drive project ideas.
• Collaborate with cross-functional teams for project execution.
• Track incidents and document detection and impact.
• Raise incident tickets per procedures.
• Communicate incident details clearly to stakeholders.
• Collaborate with team members and stakeholders.
• Receive mentorship and pursue development.
• Learn and adopt new tools and processes.
• Identify inefficiencies and suggest improvements.
• Communicate professionally in client interactions.
• Respond to basic client queries; escalate complex ones.
• Develop blocker documentation.

Skills

UI platforms

Financial data workflows

JIRA

Excel

Attention to detail

Written & verbal communication

Cross-department coordination

Proactive issue identification

Tools

JIRA

Excel

Job description

Job Description:

About Rimes

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.

The Pipeline Operations first-line team proactively monitors exceptions based on timeliness and data quality in a top-down manner, alongside managing our clients’ ever-changing priorities and corresponding queries. As an associate analyst, you will be responsible for managing day-to-day tasks focused on client service delivery related to Benchmark and Index solutions. You must ensure that your deliverables meet both client SLA requirements and team goals. Additionally, you will work with your team to deliver projects and help enhance workflow and procedures.

Key Responsibilities

BAU Management

• Perform BAU activities with strong familiarity and adherence to existing protocols for Query and Exception Management.

• Apply standard workflows to independently resolve simple queries.

• Understand the logic behind product settings and replicate verification steps to identify and resolve failures.

• Monitor alert timelines and accurately capture delay delivery.

• Maintain consistent quality in task execution, aligned with internal BAU expectations.

SLA Management

• Provide timely updates for SLA bound client requests.

• Ensure all activities meet agreed client turnaround expectations.

Project Management

• Participate in team initiatives and contribute to project ideation aligned with roadmap goals.

• Collaborate with cross functional teams to support project execution and improvements.

Incident Management

• Track incidents accurately and maintain clear understanding of incident detection and operational impact.

• Follow standard procedures to detect issues and raise incident tickets appropriately.

• Communicate incident details clearly and support root cause discussions when required.

Stakeholder Management

• Demonstrate collaboration and confidence when working with team members and responding to internal stakeholders.

• Follow structured communication guidelines for cross team coordination.

• Provide detailed, context rich documentation when raising blockers or requesting support.

Change & Process Management

• Support reviewing and updating internal knowledge documentation.

• Understand historical fixes and propose potential solutions for exceptions identified.

• Learn and adopt newly introduced tools, processes, and workflows.

• Identify inefficiencies in BAU processes and suggest incremental improvements.

Communication Management

• Communicate professionally and clearly in client interactions while following internal communication guidelines.

• Respond to basic client queries independently and escalating complex issues when needed.

• Collaborate effectively with internal team members.

Mentorship

• Receive ongoing mentoring from senior team members.

• Participate in development activities to build skills toward advanced responsibilities.

Skills & Competencies

Technical Skills

• Understanding of UI-based platforms, financial data workflows (benchmark and index is plus), and issue resolution processes

• Familiarity with tools and reference systems (e.g., JIRA, Excel)

Operational Skills

• Strong attention to detail when handling exceptions and BAU workflows.

• Ability to follow structured processes for SLA updates and incident processes.

Soft Skills

• Clear written and verbal communication.

• Effective teamwork and cross department coordination.

• Proactive issue identification mindset.

• Openness to feedback and continuous learning.
• Must be amenable to work 3x a week RTO

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

Requirements: