Operations - Client Service Analyst / Associate

Be the trusted operational partner clients rely on to keep their post-trade experience running smoothly. You’ll build lasting client relationships while solving complex custody queries across markets and products. You’ll use data and digital tools to spot patterns early, reduce recurring issues, and strengthen controls. We’ll support your growth with exposure to global partners, meaningful client interactions, and opportunities to lead improvements.

As a Client Service Analyst/Associate within Securities Services, you manage end-to-end client query resolution across custody operations and help elevate the day-to-day service experience. You partner closely with operations and client teams to troubleshoot breaks, communicate clearly, and deliver timely outcomes. You use data analytics to identify trends, highlight risk indicators, and drive continuous improvement. You bring a client-first mindset while balancing accuracy, control awareness, and tight deadlines.

Our team sits at the intersection of client service and custody operations, supporting clients across the transaction lifecycle. You’ll collaborate with regional and global partners to resolve issues efficiently and prevent recurrence. You’ll also contribute to operational reporting that helps clients and stakeholders understand performance, risks, and improvements.

Job responsibilities

• Own end-to-end resolution of client queries across settlements, cash movements, corporate actions, income, and foreign exchange activities

• Partner with operations teams to coordinate investigations, agree actions, and deliver clear timelines and outcomes

• Build strong client relationships by understanding client behaviors, workflows, and service expectations

• Host training sessions and knowledge-sharing to improve client capability and reduce repeat queries

• Analyze client transaction data using digital tools and analytics software to identify trends, root causes, and emerging risk indicators

• Prepare and present operational metrics and insights to internal stakeholders and, when needed, to clients

• Identify service delivery issues that may impact client satisfaction and drive follow-up through to closure

• Communicate with clients via email and phone, and participate in client meetings and calls with client-facing partners

• Monitor control and risk indicators, escalating proactively to protect clients and the firm from financial, regulatory, or reputational impact

Required qualifications, capabilities, and skills

• Bachelor’s degree in Finance (or an equivalent field)

• Fluent in Mandarin and English (written and spoken)

• Demonstrated client service skills, including clear, professional communication and reliable follow-through

• Demonstrated analytical and problem-solving skills, with the ability to interpret operational data and identify trends

• Ability to manage multiple priorities, meet tight deadlines, and maintain attention to detail

• Ability to anticipate issues, escalate appropriately, and drive issues through to resolution

• Understanding of operational risk and controls, with a control-focused mindset

• Ability to collaborate effectively with cross-functional partners across different teams and seniority levels

Preferred qualifications, capabilities, and skills

• Experience supporting custody or asset servicing operations across the post-trade lifecycle

• Knowledge of custody products, transaction flows, and common operational breaks across settlements, cash, and corporate actions

• Understanding of domestic and global financial markets and instruments

• Taiwan Trust License

• Financial Markets and Professional Ethics License