AVP, Client Feedback

• Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
• Serve as a quality control checkpoint for consistent, professional client communications.
• Monitor feedback trends, escalating urgent or systemic issues as needed.
• Partner with cross‑functional feedback SMEs to drive delivery of responses within defined Service Level Agreements (SLAs) by tracking timelines, sending reminders, and proactively mitigating risks.
• Drive proactive oversight of feedback, including monitoring stale or aging items, and re-engaging stakeholders to move issues forward.
• Facilitate targeted touchpoints, support sessions, and working meetings with SMEs to address complex, sensitive, or high-risk feedback.
• Maintain SME coverage by managing topic alignment, identifying gaps, and supporting onboarding.
• Contribute to feedback governance through tooling enhancements, workflow improvements, and reporting that surfaces client sentiment and response effectiveness.
• Champion a culture of client-centricity, accountability, and continuous improvement across the organization.

• 5+ years’ experience in client experience, feedback management, operations, or service quality roles.
• 5+ years’ experience working with feedback systems, CRM tools, case management platforms, and/or operational workflows.
• 3+ years’ experience in the wealth management industry.
• Bachelor’s degree in communications, business administration, social sciences or related field, or equivalent years’ work experience.

Demonstrates expertise in client experience management and feedback systems, with a strong focus on operational workflows and service quality in the wealth management industry. Proven ability to enhance client communications and drive continuous improvement through effective collaboration and governance.

• Client Experience Management
• Feedback Systems
• Service Level Agreements (SLAs)
• Wealth Management Industry
• Operational Workflows

• Feedback Management
• Quality Control
• Client Communication
• Trend Monitoring
• Risk Mitigation
• Workflow Improvement
• Reporting
• Tooling Enhancements
• Case Management Platforms
• CRM Tools

• Client-Centricity
• Accountability
• Continuous Improvement
• Collaboration
• Facilitation

• Client Feedback
• Stakeholder Engagement
• Topic Alignment
• Onboarding
• Service Quality