Vice President, Customer Service Lead Analyst

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Job Overview

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody, Funds & Execution Services. We are a critical partner to our clients, ensuring efficient and scalable operational services.

Team/Role Overview:

The CitiService Custody team supports Global and Local custody clients, working across Transaction Management, Cash/FX & Asset Servicing. The CitiService Team has a global presence primarily providing services from 3 major hubs (Kuala Lumpur, Dublin & Tampa). We are seeking an experienced and client-focused individual who will play a pivotal part in leading our Client Service Strategy, work closely with Business partners, external clients and internal stakeholders. This role requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Communication and diplomacy skills are required in order to guide, influence and act as an internal advocate for our client.

Key Responsibilities:

• Exhibit deep expertise in Custody Business products (Settlements, Asset Servicing, Cash/FX & Tax) to provide comprehensive service support.
• Lead a team of client service professionals, fostering a high-performing culture and driving staff development.
• Oversee proactive client query management, including communication, escalation, and remediation of aged queries to ensure high client satisfaction.
• Develop and maintain strong relationships with internal stakeholders and external clients, managing client escalations and participating in key client interactions.
• Drive continuous improvement by conducting in-depth analysis, defining root causes, and implementing innovative solutions to enhance client experience.
• Ensure robust risk management and control by preparing for audits, managing corrective action plans, and conducting risk assessments in compliance with firm policies.
• Prioritize team workload, track productivity, and adapt communication styles to achieve common goals and maximize service excellence.
• Influence strategic functional decisions and collaborate with business partners to align service experience with broader business strategies.

Qualifications/Knowledge/Experience:

• 5+ years’ experience in global financial institutions, particularly within Custody.
• Proven leadership experience in managing and developing diverse, high-performing teams across a global footprint.
• Strong understanding of end-to-end operations processes and a proven ability to drive change in complex environments.
• Excellent written and verbal communication skills, with the ability to influence senior stakeholders.
• Demonstrate ability to manage complex situations, identify and remediate risks effectively.
• Self-reliant, results-oriented problem solver with strong organizational and project management skills.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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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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