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 ------------------------------------------------------

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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