VP, Custody Client Service Leader - Hybrid

Vice President, Customer Service Lead Analyst

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Job Req :

Location(s):

Kuala Lumpur, Kuala Lumpur, Malaysia

Job Type:

Hybrid

Posted:

May. 08, 2026

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

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 Citi Service Custody team supports Global and Local custody clients, working across Transaction Management, Cash/FX & Asset Servicing. The Citi Service 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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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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