Custody Service Lead Analyst

Citi • Tampa, FL

2d • $93,440 - $140,160

About The Position

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. The role supports Global and Local Custody clients across Transaction Management, Cash/FX, and Asset Servicing. Its overall objective is to address external customer issues, manage complex queries, and provide ongoing high-quality customer service support.

The role manages a specific product or process within the Custody Business infrastructure, such as Settlements, Asset Servicing, Cash/FX, or Tax. It advises on significant business and product decisions, serves as an escalation point for complex client queries, analyzes operational flows and risks, and drives remediation of aged queries. It also identifies root causes and gaps in authentication strategies and procedures, develops solutions to prevent queries at their source, balances fraud risk with operational cost and customer experience, and updates the Manager Control Assessment process to capture risks related to Client Operations and Custody services.

The position requires appropriate risk assessment in business decisions, consideration of the firm's reputation and the safeguarding of Citigroup, its clients, and assets, compliance with applicable laws and policies, sound ethical judgment, and transparent escalation, management, and reporting of control issues.

Requirements

• 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, including Settlements, Asset Servicing, Cash/FX, and Tax.
• Experience with fraud mitigation and risk management.
• Ability to lead, drive results, and implement change in a rapidly changing, goal-oriented, and complex environment.
• Problem-solving, organizational, and analytical skills, with a self-reliant, results-oriented approach.
• Crisis management and communication skills, with the ability to influence and collaborate with senior-level stakeholders.
• Bachelor's degree, university degree, or equivalent experience.

Nice To Haves

• Master's degree preferred.

Responsibilities

• Develop and exercise business plans, policies, procedures, and projects to improve efficiencies and enhance the client service experience.
• Manage a specific product or process within the Custody Business infrastructure, including Settlements, Asset Servicing, Cash/FX, and Tax.
• Advise on significant business and product decisions and serve as an escalation point for complex client queries.
• Analyze Custody operational flows for potential risks, ensure operational execution, and drive remediation of aged queries to maximize client satisfaction.
• Oversee analyses to identify authentication strategy and procedure gaps, determine query root causes, and develop solutions to eliminate queries at their source.
• Balance fraud risk, operational cost, and customer experience.
• Update the Manager Control Assessment process to ensure risks related to Client Operations and Custody services are captured.
• Assess risk in business decisions, support compliance with applicable laws, rules, regulations, and policies, apply sound ethical judgment, and escalate, manage, and report control issues transparently.

Benefits

• Medical, dental, and vision coverage.
• 401(k).
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• Eligible employees may receive discretionary and formulaic incentive and retention awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior