Associate Service Operations Analyst

 

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 escalate 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