Assistant Vice President, Customer Service Senior Analyst, Operations

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Job Overview

The Customer Service Senior Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

海外機関投資家、外資系在日証券会社等の対日投資をサポート

Citiは、100以上の市場に広がるネットワークと統合プラットフォームで、機関投資家の複雑なニーズを正確・迅速・透明なサービスに変えていくグローバルバンクです。Operations（Client Operations）は、Securities Services／TTSなどの各チームと連携し、エンドツーエンドの顧客体験・効率性・コントロールを同時に高水準で実現しています。

本ポジションでは、主要機関投資家の“顔”としてClient Serviceを提供し、日本市場の複雑性とCitiのグローバルな強みを橋渡ししながら、デジタル化・プロセス最適化・リスク管理を前進させていただきます。（ハイブリッド勤務／グローバル連携あり）

仕事内容（Key Responsibilities）

• クライアントの決済推進、ポートフォリオ(アセットサービス)に関する、問い合わせの一元的な窓口として機能し、クライアントのサービスニーズとギャップを理解する。
• 社内外の部門横断的なパートナーと連携し、クライアントの期待に応えるカスタマーサービスを提供する。
• プロセス改善を特定、提案し、改善を実装、サポートする。
• クライアントの要件を満たすため、短期および長期のプロジェクトに貢献し、必要に応じてグローバルパートナーと連携する。
• コントロール／リスク：規制・社内ポリシーに準拠した堅牢な統制を維持しつつ、スループット最大化を図る。

応募資格（Requirements）

• カストディ／証券オペレーション知識。経験があれば尚可。
• プロアクティブな課題発見・未然防止・再発防止の推進力
• グローバルコミュニケーション（英語）での協働経験（リージョン／グローバルとの調整・交渉）
• レポーティングツールおよびアプリケーションの利用能力。
• 言語：英語（ビジネス必須）／日本語（基礎必須。ビジネス尚可。）
• ペースの速い目標志向の環境で結果を出す実証された能力。
• 国内約定照合、非居住者決済照合、日本市場における担保・質権設定に関する知識、コーポレートアクションに関する知識、保有者・経験者歓

必要な資格

• 日本証券業協会 外務員一種（本ポジションの職務遂行にあたり必要となる資格です）

この職務記述書は、行われる業務の種類を大まかに説明するものです。必要に応じて、その他の職務関連の業務が割り当てられる場合があります。

Supporting Inbound Investment to Japan by Overseas Institutional Investors and Foreign Securities Companies in Japan

With a network spanning over 100 markets and an integrated platform, Citi is a global bank that transforms the complex needs of institutional investors into precise, fast, and transparent services. Operations (Client Operations) collaborates with teams such as Securities Services and TTS to achieve high standards in end-to-end client experience, efficiency, and control simultaneously.

In this position, you will serve Client Service as the "face" of key institutional investors, bridging the complexities of the Japanese market with Citi's global strengths, while driving digitalization, process optimization, and risk management forward. (Hybrid work / Global collaboration available)

Key Responsibilities

• Act as a centralized point of contact for inquiries related to client settlement processes and portfolio matters (Asset Services), understanding client service needs and gaps.
• Liaise with internal and external cross-functional partners to provide customer service that meets client expectations.
• Identify, propose, implement, and support process improvements.
• Contribute to short-term and long-term projects and collaborate with global partners as necessary to meet client requirements.
• Control / Risk: Maintain robust controls compliant with regulations and internal policies while maximizing throughput.

Requirements

• Custody / Securities Operations knowledge. Experience is a plus.
• Proactive driving force for issue identification, prevention, and recurrence prevention.
• Experience collaborating in global communication (English) (coordination/negotiation with regions/global).
• Aptitude for utilizing reporting tools and applications.
• Language: English (business level essential) / Japanese (basic essential, business level preferred).
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment.
• Knowledge and experience in domestic trade matching, non-resident settlement matching, collateral and pledge setting in the Japanese market, corporate action are welcome.

Licensing (Regulatory requirement)

• JSDA Class 1 Sales Representative certification (required for this role)

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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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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