AVP, Client Feedback

Job Overview

The Assistant Vice President, Client Feedback plays a critical role in delivering an exceptional client experience by operationally executing and strengthening the firm’s closed-loop feedback program.

Responsibilities

• 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.
• 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.

Requirements

• 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.

Core Competencies

• Ownership & Accountability: Demonstrates a high level of motivation, integrity, and commitment to excellence; takes full ownership of work and outcomes, consistently following through on commitments and holding self and others accountable for results.
• Client Focus & Quality Execution: Anticipates and meets the needs of internal and external clients, delivering accurate, timely, and high-quality outcomes while maintaining strong attention to detail and operational discipline.
• Collaboration & Influence: Builds trust-based cross-functional partnerships, effectively coordinates stakeholders, and drives alignment and outcomes without direct authority by removing barriers and fostering collaboration.
• Communication Excellence: Communicates clearly, professionally, and with purpose—adapting message, tone, and level of detail to the audience while maintaining a high standard of written and verbal communication.
• Judgment & Prioritization: Applies sound judgment to evaluate information, assess risk, and manage competing priorities in a fast-paced environment; confidently handles escalations and sensitive issues while meeting deadlines and SLAs.