Client Services, AVP

Job Purpose
The Quality Assurance Team is not an independent control function. It is a business-enabling team that protects the client experience, drives operational excellence, and supports sustainable, scalable growth across Global Custody Client Services. The team provides cross-location coordination, analysis, quality assurance, governance support, and project management across Tokyo, Fukuoka, Luxembourg, and Boston. It works closely with Client Services leadership, business teams, Operations, and internal control functions to translate data, incidents, feedback, and operational observations into measurable service and process improvements.
Responsibilities
Project Management
· Provide end-to-end project management for Global Custody Client Services initiatives, from scope definition and planning through execution, issue resolution, and closure.
· Lead projects relating to Taskize and IMT inquiry management, including workflow design and implementation, routing, ownership, tracking, escalation, and reporting arrangements.
· Lead or coordinate other Global Custody Client Services projects and cross-location initiatives as assigned.
Operational Standardization and Quality Assurance
· Drive the standardization and optimization of Global Custody Client Services operating practices across Tokyo, Fukuoka, Luxembourg, and Boston.
· Assess the adequacy and effectiveness of Client Services procedures and embedded controls, and coordinate business-led enhancements where gaps or inconsistencies are identified.
· Promote consistent service quality, clear ownership, disciplined execution, and scalable operating practices across locations and teams.
Incident Management and Preventive Action Oversight
· Monitor and analyze Client Services-related incidents across all covered businesses and locations.
· Oversee the development, tracking, and completion of preventive action plans, including follow-up on recurring themes and emerging risks.
· Provide management insight into incident drivers, root-cause themes, remediation progress, and opportunities for service improvement.
Control Partnership, Self-Assessment, and Audit Coordination
· Coordinate with internal control functions, including OPG and BRM, to support Client Services compliance with applicable internal control requirements.
· Coordinate and oversee Client Services self-assessment and audit-related activities, including information gathering, response tracking, remediation coordination, and management reporting.
· Maintain a clear distinction between business ownership and the independent responsibilities of control functions.
Management Information, KPI, and Analytics
· Prepare and distribute management information and KPI reports that identify activity drivers, service trends, capacity considerations, and matters requiring management attention.
· Aggregate and analyze qualitative and quantitative data for operational matters affecting Global Custody Client Services.
· Establish and maintain fit-for-purpose internal and external KPI frameworks, including definitions, data ownership, reporting cadence, and escalation principles.
· Coordinate the preparation and delivery of client KPI reports, ensuring consistency, accuracy, and timely follow-up on identified actions.
Client Experience and Service Excellence
· Analyze Global Custody Feedback and coordinate associated action plans across relevant Client Services teams.
· Coordinate Client Experience improvement initiatives and support progress toward service excellence.
· Translate client feedback, incident trends, KPI outcomes, and operational observations into prioritized improvement actions.
Workforce Insights, Skills, and Development
· Oversee and analyze overtime trends, identify key drivers, and coordinate sustainable overtime-reduction initiatives.
· Maintain the Client Services skill matrix to support capability planning, cross-training, succession readiness, and resource deployment.
· Coordinate and oversee training status across Client Services, including completion tracking and follow-up with relevant owners.
· Coordinate the Client Services rotation program, including the design and execution of short-term assignment programs in Luxembourg and Boston.
Experience / Qualifications / Key Skills / Attributes
· Relevant experience in Client Services, securities services, global custody, operations, business management, quality assurance, or risk and control coordination within financial services.
· Strong analytical skills, with the ability to synthesize qualitative and quantitative information into clear management insight and actionable recommendations.
· Working knowledge of incident management, preventive actions, process improvement, KPI design, management reporting, self-assessment, and audit coordination.
· Demonstrated project management capability, including scope definition, planning, governance, stakeholder coordination, issue management, and delivery tracking across functions and locations.
· Strong stakeholder-management, written communication, and presentation skills, with the ability to work effectively with business, Operations, and control partners.
· Advanced proficiency in Microsoft Excel and PowerPoint; experience with data visualization and management reporting tools is preferred.
· Japanese language proficiency is required. Business-level English proficiency, both written and verbal, is also required.
· High attention to detail, sound judgment, and the ability to balance client experience, operational discipline, control requirements, and scalable growth.
· Self-motivated, collaborative, and able to manage multiple priorities in a global, cross-location environment.
Key Measures of Success
· Timely visibility and effective follow-up of material incidents, preventive actions, and recurring themes.
· Consistent and practical operating standards across the covered businesses and locations.
· Reliable management information that supports informed decisions, prioritization, and clear accountability.
· Measurable progress in client experience, service quality, operational efficiency, and overtime reduction.
· Effective delivery of projects, training, skill development, and cross-location rotation initiatives.
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