Citi Japan is hiring a Vice President, Customer Service Manager to lead the customer service team within Fixed Income Settlements Operations, Markets Operations in Japan - the function that serves as the primary point of contact between Citi and Japan institutional clients trading foreign securities.

In this senior leadership role, you will own the day-to-day performance of the team, take full accountability for client escalations, and deliver measurable improvements to the service experience across foreign securities settlement and post-trade processes. This is a high-visibility position at the center of one of Citi's most active fixed income operations teams, working closely with trading desks, branch offices, and the broader Operations organization.

Responsibilities

• Lead the customer service team that supports Japan institutional clients trading foreign securities, with primary focus on foreign bond settlement and post-trade processing.

• Own client escalations end-to-end, conducting thorough investigation and due diligence on complex queries and delivering clear, timely resolutions to institutional clients.

• Conduct regular service quality reviews with internal and external clients to assess performance, identify gaps, and implement targeted improvements to the client experience.

• Manage the team's daily operational delivery across foreign securities post-settlement activities, maintaining consistent standards and output quality.

• Develop and implement procedures and business plans that improve settlement processes, generate cost efficiencies, and strengthen overall client service delivery.

• Identify and apply AI tools within team workflows to streamline client query handling, improve turnaround times, and reduce manual operational effort.

• Coach and develop team members, establishing clear performance expectations and building a high-performing, client-focused operations team.

• Monitor operational risk across team activities, ensuring adherence to regulatory requirements and internal controls with full transparency in issue escalation and reporting.

Required Qualifications & Skills

• 6 to 10 years of experience in securities operations, client service, or post-trade processing within a financial services environment.

• Direct experience managing a client-facing operations team, with the ability to lead performance, develop people, and maintain clear accountability.

• Working knowledge of cash securities products, including familiarity with relevant accounting principles and financial regulatory frameworks in Japan.

• Fluency in Japanese and business-level proficiency in English, with the ability to communicate effectively with both Japan institutional clients and global stakeholders.

• Current holding of the JSDA Registered Sales Representative Class 1 certification, as required for this role in Japan.

• Bachelor's degree or equivalent professional experience in a relevant field.

Beneficial Skills & Qualifications

• Holding of the JSDA Internal Control Officer certification, or active progression toward it.

• Experience leading service improvement or process optimization projects within a fixed income or securities operations environment.

• Familiarity with AI or digital tools applied to operational workflows, such as automated query handling or exception management systems.

• Master's degree in finance, business, or a related discipline.

What We Offer

At Citi, you will take on a senior leadership role with direct client impact, supported by the global scale, resources, and cross-border network of one of the world's leading financial institutions. This is a position where your leadership shapes the service experience of Japan's institutional investment community across one of the most active fixed income markets in Asia.

• A hybrid working arrangement with 3 days in the office and 2 days working remotely, providing team connection alongside personal flexibility.

• Direct ownership of a client-facing operations function, with full accountability for service quality, team performance, and delivery outcomes.

• Exposure to Citi's global Markets Operations network, connecting you with peers and leaders across international fixed income markets and creating a strong platform for long-term career growth.

• Access to learning and development programmes that build leadership capability and support advancement within a global financial institution.

• A performance-driven environment where delivery is recognized and strong results create clear opportunities for career progression.

• Competitive financial benefits and wellbeing support aligned to a senior leadership role at a global bank.

Join Citi's Fixed Income Settlements Operations team and take ownership of delivering an exceptional service experience for Japan institutional clients trading foreign securities.

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Job Family Group:

Operations - Transaction Services

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Job Family:

Securities and Derivatives Processing

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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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