About this role
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
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Lead the customer service team that supports Japan institutional clients trading foreign securities, with primary focus on foreign bond settlement and post-trade processing.
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Own client escalations end-to-end, conducting thorough investigation and due diligence on complex queries and delivering clear, timely resolutions to institutional clients.
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Conduct regular service quality reviews with internal and external clients to assess performance, identify gaps, and implement targeted improvements to the client experience.
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Manage the team's daily operational delivery across foreign securities post-settlement activities, maintaining consistent standards and output quality.
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Develop and implement procedures and business plans that improve settlement processes, generate cost efficiencies, and strengthen overall client service delivery.
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Identify and apply AI tools within team workflows to streamline client query handling, improve turnaround times, and reduce manual operational effort.
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Coach and develop team members, establishing clear performance expectations and building a high-performing, client-focused operations team.
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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
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6 to 10 years of experience in securities operations, client service, or post-trade processing within a financial services environment.
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Direct experience managing a client-facing operations team, with the ability to lead performance, develop people, and maintain clear accountability.
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Working knowledge of cash securities products, including familiarity with relevant accounting principles and financial regulatory frameworks in Japan.
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Fluency in Japanese and business-level proficiency in English, with the ability to communicate effectively with both Japan institutional clients and global stakeholders.
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Current holding of the JSDA Registered Sales Representative Class 1 certification, as required for this role in Japan.
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Bachelor's degree or equivalent professional experience in a relevant field.
Beneficial Skills & Qualifications
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Holding of the JSDA Internal Control Officer certification, or active progression toward it.
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Experience leading service improvement or process optimization projects within a fixed income or securities operations environment.
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Familiarity with AI or digital tools applied to operational workflows, such as automated query handling or exception management systems.
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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.
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A hybrid working arrangement with 3 days in the office and 2 days working remotely, providing team connection alongside personal flexibility.
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Direct ownership of a client-facing operations function, with full accountability for service quality, team performance, and delivery outcomes.
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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.
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Access to learning and development programmes that build leadership capability and support advancement within a global financial institution.
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A performance-driven environment where delivery is recognized and strong results create clear opportunities for career progression.
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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.
Job Family Group:
Operations - Transaction Services------------------------------------------------------
Job Family:
Securities and Derivatives Processing------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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