Custody Service Lead Analyst

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.

Role Overview

The Custody Service Lead Analyst, Vice President, is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team, specifically supporting Global and Local Custody clients across Transaction Management, Cash/FX, and Asset Servicing. The overall objective of this role is to address external customer issues, manage complex queries, and provide ongoing high-quality customer service support.

Key Responsibilities

• Develop and exercise business plans, policies, and procedures as well as projects to improve efficiencies and enhance the client service experience, as needed.
• Manage a specific product or process within the Custody Business infrastructure (including Settlements, Asset Servicing, Cash/FX, and Tax), advising on significant business/product decisions and serving as an escalation point for complex client queries.
• Analyze Custody operational flows for potential risks, ensure operational execution, and drive the remediation of aged queries to maximize underlying client satisfaction.
• Oversee complex analyses to identify authentication strategy gaps, procedure gaps, and define root-causes of queries, developing innovative solutions to eliminate them at source.
• Ensure appropriate balance between fraud risk, operational cost, and customer experience.
• Update the Manager Control Assessment (MCA) process, ensuring that all risks related to Client Operations and Custody services are captured.
• 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

• 6-10 years of experience in global financial institutions, within Custody operations

•  Demonstrated experience working as part of an effective and diverse team across a global footprint

• Strong understanding of end-to-end operations processes and products of the Custody Business (Settlements, Asset Servicing, Cash/FX, and Tax).
• Experience with fraud mitigation and risk management.
• Demonstrated ability to lead, drive results, and implement change in a rapidly changing, goal-oriented, and complex environment.
• Proven problem-solving, organizational, and analytical skills, with a self-reliant, results-oriented approach.
• Proven crisis management and communication skills, with the ability to influence and collaborate with stakeholders at senior levels.

Education

• Bachelor's degree/University degree or equivalent experience.
• Master's degree preferred.

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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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Primary Location:

Tampa Florida United States

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Primary Location Full Time Salary Range:

$93,440.00 - $140,160.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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Anticipated Posting Close Date:

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.