Assistant Vice President, Customer Service Senior Analyst, Operations

Citi; New York (NY); Hybrid; USD 76,000 - 126,000; Full time

Job summary

Citi in Tokyo is seeking an Assistant Vice President, Customer Service Senior Analyst, Operations to deliver high-level client service in a bilingual environment.

The role requires 5-8 years in cash management/financial services, strong English/Japanese communication, and the ability to drive process improvements with cross-functional teams.

Qualifications

• The candidate should have 5-8 years of cash management and financial services experience.
• Strong written and verbal communication skills in English and Japanese.
• Ability to use reporting tools and applications.
• Solid organizational skills and a track record of delivering results in a fast-paced environment.

Responsibilities

• Manage a portfolio of high-profile clients and serve as single point of contact for queries.
• Coordinate with internal and external partners to meet client service expectations.
• Ensure transactions are executed timely and accurately.
• Identify and implement process improvements and test new features/functions.
• Conduct regulatory, audit and control assessments and create reports for distribution.
• Contribute to short and long-term projects and engage with global partners as needed.
• Assess risk in business decisions, uphold Citi's reputation, and escalate control issues.

Skills

Cash management

Financial services

Written communication

Verbal communication

Reporting tools

Organizational skills

Results oriented

Education

Bachelor's degree

Job description

Assistant Vice President, Customer Service Senior Analyst, Operations

Job Req Id:

26999042

Location(s):

Tokyo, Tokyo, Japan

Job Type:

Hybrid

Posted:

Oct. 06, 2026

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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.

Responsibilities:

• Manage a portfolio of high-profile clients and serve as single point of contact for queries, engaging to understand client service needs and gaps
• Liaise with internal and external cross-functional partners to deliver customer service that meets or exceeds client expectations
• Ensure transactions are executed timely and accurately
• Identify and implement process improvements and test new features/functions
• Perform regulatory, audit and control assessments and create reports for internal and/or external distribution
• Contribute to short and long-term projects and engage with global partners where necessary to meet client requirements
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 5-8 years of previous cash management and financial services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education:

• Bachelor's degree/University degree or equivalent experience

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

• Native-level Japanese and fluent English language proficiency required, with the ability to operate effectively in a bilingual client service environment.
• Provide bilingual (Japanese/English) support to clients and internal stakeholders through verbal and written communication channels.
• Serve as a key contact for Japan-based clients, conducting client calls, meetings, and service discussions in Japanese.
• Act as a liaison between Japanese-speaking clients and regional/global support teams to facilitate effective communication and issue resolution.
• Conduct regular client visits primarily within the Tokyo metropolitan area, with occasional travel within Japan as business needs require.

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

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