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About the Role
The Quality Assurance Team enables the business by protecting the client experience, driving operational excellence, and supporting sustainable growth across Global Custody Client Services. The team provides cross-location coordination, analysis, quality assurance, governance support, and project management.
Responsibilities
- Provide end-to-end project management for Global Custody Client Services initiatives.
- Lead projects related to Taskize and IMT inquiry management.
- Lead or coordinate other Global Custody Client Services projects and cross-location initiatives.
- Drive the standardization and optimization of Global Custody Client Services operating practices.
- Assess the adequacy and effectiveness of Client Services procedures and embedded controls.
- Promote consistent service quality, clear ownership, disciplined execution, and scalable operating practices.
- Monitor and analyze Client Services-related incidents.
- Oversee the development, tracking, and completion of preventive action plans.
- Provide management insight into incident drivers, root-cause themes, remediation progress, and opportunities for service improvement.
- Coordinate with internal control functions to support Client Services compliance.
- Coordinate and oversee Client Services self-assessment and audit-related activities.
- Maintain a clear distinction between business ownership and the independent responsibilities of control functions.
- Prepare and distribute management information and KPI reports.
- Aggregate and analyze qualitative and quantitative data for operational matters.
- Establish and maintain fit-for-purpose internal and external KPI frameworks.
- Coordinate the preparation and delivery of client KPI reports.
- Analyze Global Custody Feedback and coordinate associated action plans.
- Coordinate Client Experience improvement initiatives.
- Translate client feedback, incident trends, KPI outcomes, and operational observations into prioritized improvement actions.
- Oversee and analyze overtime trends and coordinate overtime-reduction initiatives.
- Maintain the Client Services skill matrix to support capability planning.
- Coordinate and oversee training status across Client Services.
- Coordinate the Client Services rotation program.
Requirements
- 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.
- 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.
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Data visualization
- Management reporting tools
- Japanese language proficiency
- English language proficiency
- Project management
- Stakeholder management
- Written communication
- Presentation skills
- Analytical skills
- Incident management
- Preventive actions
- Process improvement
- KPI design
- Self-assessment
- Audit coordination
Location
- Tokyo
- Fukuoka
- Luxembourg
- Boston
Work Type
- Full-time
Experience Level
- Relevant experience in Client Services, securities services, global custody, operations, business management, quality assurance, or risk and control coordination within financial services.
Benefits
- Inclusive development opportunities
- Flexible work-life support
- Paid volunteer days
- Vibrant employee networks
About the Company
- Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability.
- We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
- We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential.
- Join us in shaping the future.
Equal Opportunity
- As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.