The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.

We're currently looking for a high caliber professional to join our team as Vice President, Client Service Senior Manager, Operations based in Tokyo.

In this role, you're expected to:

• Manage and lead one or more teams within Investor Services Operations, focusing on providing the best client services, and complex issue resolution for institutional clients.
• Evaluate team performance, provide recommendations for helping their career growth (including hiring and terminations), and manage staffing to meet operational needs and budget.
• Manage the Global Custody for Japanese Clients, leading a team responsible for delivering comprehensive custody services to institutional clients based in Japan who are investing in markets outside of Japan..
• This role requires a deep understanding of global custody operations, Japanese market practices, international investment regulations, and client relationship management.
• Ensure timely and accurate execution of all client instructions, adhering to service level agreements (SLAs) and regulatory requirements.
• Provide evaluative judgment in complex and unique situations, analyze escalated problems, and guide team members towards resolution.
• Collaborate effectively with internal and external stakeholders to negotiate solutions and act as a liaison.
• Ensure essential procedures are followed, contributing to defining and developing policies for timely, accurate, and cost-effective securities custody and clearing services.
• Appropriately assess and mitigate risk in business decisions, safeguarding Citigroup's reputation, clients, and assets, with a focus on in-business risk and controls.
• Drive operational efficiency and improve service quality through project leadership within Investor Services Operations.

• Contribute to the development and execution of the global custody strategy for the Japanese market. Work with product development teams to tailor custody solutions to meet the evolving needs of Japanese clients investing globally.

As a successful candidate, you'd ideally have the following skills and exposure:

• Extensive relevant experience in the Operations, specifically in global custody, Settlements, Asset Service and Onboarding within the financial industry.
• Proven leadership and people management experience (3-5 years) with the ability to foster accountability and development.
• Strong analytical and problem-solving skills, capable of identifying and resolving complex client queries and operational challenges in securities processing.
• Exceptional communication and interpersonal skills for effective interaction with diverse stakeholders, both internally and externally.
• Act as the primary point of contact for the team and key Japanese institutional clients and interdependencies across business partners within Investor Services.
• Demonstrates a strong drive for execution, proactive approach, and strategic thinking, particularly in process improvement and efficiency gains.
• Experience interacting with large corporate and government clients, with strong negotiation skills.
• Business level English and Japanese proficiency.
• Operation manager experience is required.
• JSDA certification is required.
• Bachelor's degree or University degree or equivalent experience

About Us: Whether you're at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks. We're fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You'll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Citi serves top-tier Japanese multinationals, financial institutions, institutional investors and public sector entities, as well as foreign multinationals and global investors that operate or invest in Japan. As Issuer and Investor Services operations / Custody Operations, we go beyond borders to holistically manage cash and securities activity wherever our clients need us. We provide local and global custody services in over 100 markets and have an on the ground presence in 63 of these markets, we service 95% of the world's market capitalization. Through a single access point, we deliver transaction settlement, safekeeping, asset servicing, administration and reporting of investments. Citi's on the ground network of experts and global operating model combine the right mix of local expertise and global market perspectives to deliver clients a full view across their business to navigate emerging challenges and make proactive decisions to support their boldest endeavors.

シティバンク、エヌ・エイ東京支店 証券サービス業務本部 カストディ業務部 は、居住者および非居住者の法人（金融機関）のお客様に対し、証券の保護預かり、及び証券決済を提供しています。このクライアントサービスチームでは、弊行がグローバルカストディを行っている、日本国内のクライアントに対してオンボーディングから、決済、アセットサービス（顧客の保有有価証券の配当金や利金の処理、様々なコ－ポレ－トアクション、及び税務関連の業務）、TaxやBilling等に関するクライアント対応をしています。

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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