Service Operations Associate — SLA, Incident & Delivery

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

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.