AVP, Client Feedback
Core
Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication while serving as a central coordinator between clients and internal subject matter experts.
Role type
Senior IC operations manager (client feedback)
Builds
Closed-loop feedback program and client experience workflows
Domain
Wealth management / Financial services
Deliverable
Dashboards & analysis
Required skills
Client experience management, feedback systems operation, CRM tools, case management platforms, operational workflows, SLA tracking, stakeholder coordination, risk assessment, workflow improvement, reporting
Preferred skills
Medallia experience, Tableau exposure
Responsibilities
Manage and triage incoming client feedback, Serve as a quality control checkpoint for client communications, Monitor feedback trends and escalate urgent issues, Partner with SMEs to drive delivery within SLAs, Drive proactive oversight of aging feedback items, Facilitate touchpoints with SMEs for complex feedback, Maintain SME coverage and support onboarding, Contribute to feedback governance through tooling and reporting
Seniority
Senior, hands-on IC
