Custody Operations - Client Facing Associate

Description

Make your impact where service quality directly shapes client trust. You’ll partner with investment clients and internal teams to resolve issues fast, improve settlement outcomes, and strengthen day-to-day experiences. You’ll build relationships, lead with curiosity, and use data to spot what to fix next. We’ll support your growth across products, operations, and client coverage. If you enjoy solving complex operational problems with a client-first mindset, you’ll thrive here.

As an Associate in the Custody Client Facing Team within Securities Services Operations, you will deliver day-to-day client service support for multiple custody clients. You’ll respond to inquiries with accuracy and urgency while following a strong risk and control framework. You’ll collaborate across product, sales, account management, and operations teams to resolve issues and prevent recurrences. You’ll use metrics to identify trends and improve settlement timeliness and straight-through processing. You’ll also help strengthen client relationships through proactive outreach and periodic review meetings.

Our team sits at the intersection of client experience and operational delivery, translating client needs into practical, controlled improvements. You’ll work across settlement, asset servicing, cash, foreign exchange, and related processing teams to deliver consistent outcomes. We value clear communication, strong ownership, and continuous improvement.

Job responsibilities

• Deliver high-quality custody client service support across a portfolio of institutional clients
• Respond to client inquiries accurately and on time, coordinating end-to-end resolution across partners
• Lead proactive client communication, including participation in periodic client review and due diligence meetings
• Apply risk and control checks, escalate exceptions, and document outcomes to support a strong control environment
• Analyze key performance indicators (KPIs) and operational metrics to identify recurring issues and improvement opportunities
• Improve settlement timeliness and straight-through processing by partnering with operations and product stakeholders
• Use approved digital and AI-assisted workflows to triage inquiries, draft responses, summarize themes, and surface automation opportunities (with appropriate controls)
• Build strong working relationships across product, sales, account management, and global operations teams
• Share knowledge, collaborate with teammates, and contribute to continuous learning and process standardization
   

Required qualifications, capabilities, and skills

• 5 years of client-facing operations experience in custody, fund administration, asset management operations, or a closely related environment
• Experience supporting global equity and fixed income settlement and post-trade operational processes
• Experience supporting asset servicing activities (e.g., corporate actions and income processing) in an operations setting
• Experience supporting cash and foreign exchange operational processes
• Strong written and verbal communication skills, with experience supporting external financial services clients
• Demonstrated attention to detail and disciplined follow-through in a controlled environment
• Proven ability to use KPIs and metrics to drive measurable service or process improvements
   

Preferred qualifications, capabilities, and skills

• Experience supporting institutional investment clients such as asset managers, investment managers, and retirement or pension funds
• Experience supporting clients with complex operating models or multi-market custody coverage
• Familiarity with straight-through processing concepts and common post-trade automation approaches
• Comfort facilitating client meetings and translating feedback into actionable operational changes
• Experience partnering effectively across product, sales, and operations stakeholders to deliver outcomes
• Experience identifying root causes and implementing durable remediation plans
• Experience using service management or workflow tools to track inquiries, trends, and client outcomes