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. 

Experience & Qualifications 

• At least 12+ years' experience in data operations, client support, or financial data workflows preferred (but not required for junior tier). 

• Exposure to incident handling, BAU processes, or SLA‑driven client service a plus.
  
• Amenable to work on a hybrid schedule

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. 

Experience & Qualifications 

• Prior experience in data operations, client support, or financial data workflows preferred (but not required for junior tier). 

• Exposure to incident handling, BAU processes, or SLA‑driven client service a plus. 
  
• Amenable to work 2x a week onsite

The Opportunity 

We are seeking a dynamic and strategic leader to take on the role of Global Head of Pipeline Operations and Client Experience, a critical position responsible for ensuring operational excellence and delivering a seamless client experience across our global data management ecosystem. This role is central to the daily functioning and continuous improvement of our Enterprise Data Management (EDM), Benchmarks & Indices (B&I), and Matrix products—each of which plays a vital role in delivering high-quality, timely, and accurate data to our clients. 

The successful candidate will oversee the full lifecycle of Pipeline Operations, from feed onboarding and maintenance to exception handling and service performance monitoring. They will lead globally distributed teams focused on Level 1 and Level 2 support, ensuring that client queries are resolved efficiently and escalated appropriately.  

This role demands a hands-on understanding of data workflows, infrastructure dependencies, and client service dynamics, with a strong focus on operational reliability, SLA adherence, and proactive issue resolution. 

In addition to operational oversight, this leader will be accountable for shaping the client experience strategy—ensuring that every touchpoint across EDM, B&I, and Matrix products reflects our commitment to excellence, responsiveness, and partnership. They will act as the final escalation point for complex service issues, collaborate closely with Sales and Account Management, and drive alignment across internal teams to support client retention and growth. 

This is a high-impact, senior leadership role requiring deep expertise in data operations, client service frameworks, and cross-functional team management within a fast-paced, data-driven environment. 

Responsibilities: 

Pipeline Operations Leadership 

• Own the end-to-end quality and reliability of data pipelines, including feed maintenance, onboarding/offboarding, change management, and exception handling. 
• Lead global teams responsible for Level 1 and Level 2 query resolution, ensuring timely escalation and resolution of complex issues. 
• Oversee infrastructure support, system monitoring, and SLA adherence to ensure operational excellence. 
• Drive continuous improvement in operational processes and automation to enhance scalability and efficiency. 

Client Experience Strategy 

• Define and execute a holistic client experience strategy that integrates service performance and service transition across all operational teams. 
• Deliver a bespoke, informed client experience tailored to client needs and expectations. 
• Act as the final escalation point for complex service-related issues across all accounts. 
• Establish and maintain a client service framework with regular, meaningful touchpoints across the client lifecycle. 

Cross-Functional Collaboration 

• Partner with Sales, Account Management, and Product teams to align operational delivery with client expectations and business goals. 
• Develop and maintain feedback mechanisms to capture, understand, and act on client insights. 
• Support revenue growth initiatives by enabling seamless operational support for new and existing clients. 

Leadership & Team Development 

• Build, mentor, and lead a high-performing global team of client relationship and technical oversight specialists. 
• Foster a culture of accountability, innovation, and excellence across all operational functions. 
• Ensure appropriate management of operational issues with global clients, maintaining high standards of service delivery. 

Requirements: 

• Proven senior leadership experience in data operations, client service, or related fields within financial technology or data management firms. 
• Deep understanding of data pipeline architecture, operational workflows, and client service frameworks. 
• Exceptional stakeholder management and communication skills, with a track record of influencing at the executive level. 
• Experience managing global teams and driving transformation in complex, matrixed environments. 
• Strong analytical mindset with a focus on metrics, performance tracking, and continuous improvement. 
• Good working knowledge and application experience of all facets of AI.  

What We Offer:

• AXA Gym Membership Discount 
• Healthshield Cashback plan 
• Healthshield Perks platform (Breeze) 
• MetLife Afterlife Support  
• Metalife GP 24 hour virtual GP service 
• Annual ‘purchase holiday’ scheme 
• Chubbs Travel Insurance 
• Group Income Protection scheme 
• Death in Service Funds 
• Referral bonus