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.

AVP, Client Feedback

Key skills