Head of Service Operations (APAC) at Rimes
Rimes is a global leader in enterprise data management solutions for the investment community, providing investment intelligence that powers over US$75 trillion in assets under management. We are seeking a senior regional leader to oversee client-facing, front-line support for our financial technology products across the APAC region.
About the Role
As the Head of Service Operations (APAC), you will ensure operational excellence by standardizing service delivery, driving scalable support models, managing regional resources, and delivering high-quality outcomes for clients. You will lead a matrixed team of support managers and analysts, working cross-functionally with global teams to ensure regional readiness, drive continuous improvement, and align support capabilities with product and client needs. This role reports into the Global Head of Service Operations & B&I Managed Services.
Responsibilities
Leadership & People Management:
- Lead and manage the APAC front-line support organization, including direct and dotted-line oversight of team leads across multiple products.
- Foster a high-performing, client-centric culture focused on accountability, collaboration, and continuous improvement.
- Provide coaching and development support for regional team leaders and key talent.
Resource Management & Capacity Planning:
- Own end-to-end workforce planning across the APAC region, ensuring appropriate staffing levels, coverage models, and skillsets.
- Balance day-to-day ticket volume, proactive monitoring, and project work through effective resourcing and shift planning.
- Collaborate with global peers to evaluate headcount allocation and long-term capacity needs.
Operational Standardization & Process Governance:
- Champion global standardization across all support functions in APAC, ensuring consistent workflows, escalation protocols, and quality standards.
- Implement and enforce shared documentation practices, knowledge management systems, and tooling usage.
- Identify regional process gaps and lead remediation efforts.
Client Support & Incident Oversight:
- Act as senior escalation point for major regional incidents and high-impact client issues.
- Oversee timely triage, investigation, and resolution of support issues, ensuring strong communication.
- Promote proactive support practices, including trend monitoring and issue prevention.
Roadmap Management & Business Readiness:
- Maintain regional visibility and accountability for support readiness in line with product and operational roadmaps.
- Collaborate with Product and Engineering to assess upcoming changes and drive readiness of support teams.
- Track and report on regional progress against key roadmap milestones impacting client support.
Cross-Functional Collaboration:
- Partner with Business Optimization and AI teams on tooling, automation, analytics, and workflow improvement initiatives.
- Collaborate with Product, Engineering, Pipeline Operations, and Implementation teams.
- Represent the APAC region in global steering groups and cross-functional forums.
Performance Management & Reporting:
- Own APAC regional KPIs and metrics, including SLA performance, resolution times, backlog health, and client satisfaction scores.
- Establish a culture of data-driven performance management.
- Contribute to quarterly business reviews and executive reporting.
Qualifications & Experience
- 5+ years of experience in client operations or support within a financial services technology firm, with 3-5 years in a regional lead role.
- Strong knowledge of UI-based platforms, financial data workflows, and issue resolution processes.
- Proven track record in scaling support operations, leading multi-product teams, and driving standardization.
- Experience in cross-functional collaboration with Product, Engineering, and Business Optimization teams.
- Skilled in resource planning, people management, and operational reporting.
- Strong communication, stakeholder management, and change leadership skills.
- Amenable to work in a hybrid set-up (2-3x a week RTO).
About Rimes
Rimes is committed to promoting the values of diversity and inclusion throughout the business, providing equal opportunities regardless of background or circumstances. Visit our Careers page for complete listings.