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. \------------------------------------------------------ ## 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. \------------------------------------------------------ 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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