Vice President, Customer Service Manager – Fixed Income Settlements Operations

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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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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