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Customer Service Senior Analyst, Operations

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Citi

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Location:
Japan , Tokyo

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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. 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.

Job Responsibility:

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

Nice to have:

  • Experience in custody/securities operations
  • Knowledge and experience in domestic trade matching, non-resident settlement matching, collateral and pledge setting in the Japanese market, corporate action
  • Business level Japanese preferred

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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