At a Glance
- Tasks: Lead global teams to ensure operational excellence and a seamless client experience.
- Company: Join Rimes, a leader in enterprise data management for the investment community.
- Benefits: Enjoy perks like gym discounts, cashback plans, and virtual GP services.
- Other info: Diversity and inclusion are at the heart of our recruitment and development.
- Why this job: Shape client experiences and drive innovation in a fast-paced, data-driven environment.
- Qualifications: Proven leadership in data operations and exceptional communication skills required.
The predicted salary is between 72000 - 108000 £ per year.
About Rimes
Rimes provides enterprise data management solutions to the global investment community. Driven by our passion for solving the most complex data problems, we provide our clients with investment intelligence that powers more than US$75 trillion in assets under management annually. The world's leading institutional investors, asset managers and service providers rely on Rimes to help them make better investment decisions using accurate information and industry-leading technology.
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
- 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
Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us. 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. Visit our Careers page to see our complete listings.
Head of Pipeline Operations & Client Experience in London employer: Rimes
Rimes is an exceptional employer that prioritises operational excellence and client satisfaction within a dynamic, data-driven environment. With a strong commitment to employee growth, we offer comprehensive benefits including gym memberships, health cashback plans, and a culture that fosters innovation and accountability. Our global presence ensures diverse opportunities for career advancement while promoting values of diversity and inclusion across all levels.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Pipeline Operations & Client Experience in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Rimes on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Rimes' products and services. Knowing the ins and outs of their data management solutions will show us that you're genuinely interested and ready to contribute.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about your past experiences in a structured way, so we can see how you handle challenges and lead teams effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you fresh in our minds and show us your professionalism.
We think you need these skills to ace Head of Pipeline Operations & Client Experience in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in data operations and client service. We want to see how your skills align with the role of Global Head of Pipeline Operations & Client Experience.
Showcase Your Leadership Skills:This role is all about leading teams and driving operational excellence. Use your application to demonstrate your leadership experience and how you've successfully managed global teams in the past.
Highlight Your Analytical Mindset:We love candidates who can think critically and focus on metrics. Be sure to include examples of how you've used data to drive improvements in your previous roles, especially in a fast-paced environment.
Apply Through Our Website:Don't forget to submit your application through our careers page! It’s the best way for us to receive your details and get you into the process smoothly. We can't wait to hear from you!
How to prepare for a job interview at Rimes
✨Understand the Data Landscape
Before your interview, dive deep into the world of data management and operations. Familiarise yourself with data pipeline architecture and operational workflows relevant to Rimes. This knowledge will not only impress your interviewers but also help you articulate how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing global teams and driving transformation. Be ready to discuss specific challenges you've faced and how you fostered a culture of accountability and innovation within your teams.
✨Client Experience is Key
Since this role focuses heavily on client experience, think about how you can demonstrate your understanding of client service frameworks. Prepare to share strategies you've implemented in the past to enhance client satisfaction and retention, as well as how you would approach developing a holistic client experience strategy at Rimes.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex service issues. Practice articulating your thought process and decision-making strategies in these situations, as it will showcase your analytical mindset and operational reliability.
