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Vice President, Customer Service Lead Analyst

Malaysia, Kuala Lumpur · Job Posted May 14, 2026
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Job Description

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. 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.

Job Responsibility

  • 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

Requirements

  • 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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