The Opportunity  

Rimes utilizes technology to automatically retrieve, manage, transform, enrich, validate & deliver financial data from a wide range of sources to over 350 clients. Client Managed Services own this process and are the interface between our clients, our platform and organization. Client Managed Services comprises a team of more than 50 staff based in 9 global locations, performing a wide range of client facing functions. This team oversees the delivery of 60000+ data feeds daily. Client Managed Services first line team proactively monitor exceptions based on timeliness and the quality of data in a top-down manner, in conjunction with managing our client’s ever-changing priorities and corresponding queries. 

Client Managed Services Feed Management team handles complex escalation from our first line group, in addition to managing change projects that impact all our clients globally. 

Client Managed Services Service Performance Managers own the technical relationship with the client, they are responsible and accountable for the service provided to a set of clients, within geographic regions. The Client Experience team ensure the client’s service operates within a set of KPI’s and make suitable adjustments to ensure it continues to do so. Service Performance teamwork with our clients to adapt the services received, in line with the ever-changing requirements of the investment management industry. Alongside our sales and account management teams, the Client Experience team provides regular service reviews with our clients, to reinforce our value proposition, provide industry insight and uncover further opportunity to solve our client’s challenges. 

What you will do: 

• Customer Service: Deliver key information and analytical solutions to customers, enhancing their understanding and use of our products. 
• Monitoring and Troubleshooting: Oversee and troubleshoot the daily provision of data and services to maintain high-quality standards. 
• Query Resolution: Address and resolve client queries promptly, ensuring customer satisfaction. 
• Escalation Handling: Take charge of escalations from the Internal Operations team, working towards swift and efficient resolutions. 
• Client Communication: Manage interactions with clients, fostering positive relationships and clear communication. 
• Performance Management: Guarantee the delivery of services in alignment with Key Performance Indicators (KPIs) to meet and exceed service standards. 
• Documentation: Engage in comprehensive documentation practices to maintain accurate records and support product and service quality. 
• Training and Demos: Organize and conduct trainings, demonstrations, and client calls to educate and engage clients with our products and services. 
• Product Support: Assist in supporting the full suite of Rimes products to ensure seamless user experiences. 

Who you are: 

• A confident fluent speaker on both Japanese and English with exceptional interpersonal skills  
• Previous work experience in the financial data industry 
• Have effective analytical and problem-solving skills 
• Graduate calibre, preferably in a finance, mathematics or a related field 
• Experience working with, querying, and manipulating data and large datasets 
• Sound working knowledge of financial spreadsheets and financial databases and applications 
• High proficiency with MS Excel 
• Knowledge and understanding of equity and fixed income indices 
• Knowledge of Python and hands-on experience with AI agents are considered advantages.
• Flexible, enthusiastic and display a positive attitude
• Able to multi-task, prioritize and meet deadlines and passionate to work on your own initiative  
• Attentive to detail, but also able to demonstrate a wide degree of creativity 

What We Offer:  

• Private Health Insurance (plus eligible dependents)
• 23 days of annual leave
• Employee Assistance Programme

Compensation: Competitive pay and bonus eligibility

Work Life Balance: Flexible hybrid work environment