Associate Service Operations Analyst

Rimes Technologies; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Rimes is seeking an associate analyst to support client service delivery for Benchmark and Index solutions in a BAU context. The role emphasizes data quality, timely responses, and SLA compliance within the team.

The candidate will monitor incidents, coordinate with stakeholders, and contribute to project initiatives while learning and applying new tools and workflows.

Qualifications

• Understanding of UI-based platforms and financial data workflows.
• Familiarity with issue resolution processes and data quality controls.
• Experience communicating and coordinating with stakeholders and teams.

Responsibilities

• Perform BAU activities with adherence to established protocols for Query and Exception Management.
• Apply standard workflows to independently resolve simple queries.
• Understand product settings logic and replicate verification steps to identify/fix failures.
• Monitor alert timelines and accurately capture delays in delivery.
• Maintain quality in task execution aligned with BAU expectations.
• Provide timely updates for SLA-bound client requests and ensure turnaround meet expectations.
• Participate in team initiatives and collaborate with cross-functional teams on projects.
• Track incidents accurately and follow procedures to detect issues and raise tickets.
• Communicate incident details clearly and support root-cause discussions as needed.
• Demonstrate collaboration with internal stakeholders and follow structured communication guidelines.
• Support reviewing and updating internal knowledge documentation and adopt new tools/processes.
• Receive mentoring and participate in development activities to build skills for advanced responsibilities.
• Demonstrate proactive issue-identification mindset and openness to feedback.

Skills

UI-based platforms

Financial data workflows

Issue resolution processes

Tools

JIRA

Excel

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 elevate 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.

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.