Avinash Vinod

Product-Led Process Design & Strategic CX Ops

• Designed and operationalized scalable CX processes (SOPs, workflows, KPIs) aligned with product and business goals, ensuring readiness for scale.
• Drove automation of high-friction user touchpoints in collaboration with Product & Engineering, reducing support volumes and increasing feature adoption.
• Led continuous improvement initiatives that delivered faster resolution cycles and improved NPS and CSAT scores.
• Created governance frameworks (service quality, audit, feedback loops) that enabled better data capture and CX strategy iteration.

Customer Insights to Product Strategy

• Acted as a bridge between CX, Product, and Tech—translating customer pain points into actionable product inputs and roadmap priorities.
• Enabled feedback-to-feature loops through structured data, VOC programs, and cross-functional reviews.
• Influenced the development of self-serve tools and platform enhancements that reduced churn and increased user engagement.

Cross-Functional Leadership & Stakeholder Alignment

• Led CX strategy across digital and assisted channels, ensuring cohesive user journeys and service standards.
• Partnered with Operations, Risk, and Compliance to align process design with platform policies and regulatory standards.
• Managed strategic vendor and partner relationships across key CX touchpoints, ensuring SLA compliance and enabling scalable, high-quality service delivery.

• Perform daily reconciliations of cash, positions, and transactions between the hedge fund’s internal records and external records from prime brokers, custodians, and other third-party service providers.
• Ensure that all transactions, including trades, corporate actions, and fund transfers, are accurately recorded and matched.
• Communicate with relevant parties, including prime brokers, custodians, and internal teams, to resolve discrepancies in a timely manner.
• Collaborate with technology teams to develop and implement system enhancements and new reconciliation tools.
• Achieved management objectives, consistently hitting deadlines and performance targets.

• Develop and enforce data integrity policies, standards, and procedures tailored to BlackRock's global operations.
• Ensure compliance with regulatory requirements specific to investment management and BlackRock's internal data governance policies.
• Collaborate with global teams to maintain data integrity across different regions and business units.
• Monitor and report on data integrity metrics and performance to senior management.
• Manage and mentor the Data Integrity Group team members, fostering a culture of excellence and continuous improvement.

• Manage the operations and administration of syndicated loans, including coordinating with syndicate members, agents, and borrowers.
• Process syndication transactions, including loan disbursements, repayments, and fee distributions.
• Maintain accurate records of syndicated loan transactions and ensure compliance with syndication agreements.
• Provide support to the front office and other departments on syndicated loan-related queries and issues.