Main Responsibilities and Required Skills for Client Service Manager
A Client Service Manager is a professional who is responsible for managing the relationships between a company and its clients. They initiate contact with clients, ensure a proper and timely follow-up, gather feedback, and resolve any issues that arise. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Client Service Managers.
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Main Responsibilities of Client Service Manager
The following list describes the typical responsibilities of a Client Service Manager:
Analyze
Analyze client requests versus company's policies, procedures and best practices.
Analyze financial planning and risk management.
Anticipate
Anticipate critical risks and exposures and facilitate mitigation.
Assist
Assist client(s) and partners with complex problem resolution.
Assist in on-boarding and training of new members within the team.
Assist in the development of training materials and execution of formal training sessions.
Assist in the onboarding process of new client accounts.
Assist Operations Team Leader with complex client relationships / requests.
Assist team with questions specific to their assigned groups.
Assist with compliance / fiduciary reviews, controls, and audits as appropriate.
Assist with file coordination for quarterly administrative & investment reviews.
Assist with risk management and compliance programs and activities for their assigned group.
Assist with tax coordination including interaction with tax preparers.
Assume
Assume full accountability for client satisfaction from an administration servicing perspective.
Balance
Balance time between on-site customer interactions and back-office responsibilities.
Book
Book travel arrangements, prepare travel, and expense reports on behalf of Relationship Managers.
Build
Build deep understanding of the company products and features.
Capture
Capture learnings and innovation to support continuous service improvement.
Challenge
Challenge existing processes and procedures in order to continually improve our offering.
Coach
Coach and assist staff with complex client concerns and questions.
Coach, develop and cross train operations team to grow their careers.
Communicate with
Communicate effectively with clients custodians brokers managers and peers within State Street.
Communicate logically with clients and staff across all levels of organization.
Communicate operational issues back to the business to drive change.
Complete
Complete second review of administrative reviews.
Complete securities processing for purchases and redemption.
Conduct
Conduct periodic audits to ensure your compliance to standards and service level.
Conduct service value reviews.
Contribute to
Contribute to team initiatives around audit and risk management.
Contribute to team initiatives to improve efficiency (Lean) and risk / control framework.
Coordinate
Coordinate and share best practices collection.
Create
Create awesome experiences for our Business customers.
Create awesome experiences for our customers.
Create budgets as per the requirements from clients.
Create complete and accurate marketing materials and presentations for Account Executives.
Define
Define and use advanced sourcing techniques and strategies to attract amazing talent.
Deliver
Deliver superior client experience aligned with our Customers First initiative.
Develop
Develop and report against Services scorecard metrics.
Develop creative solutions to client issues.
Develop, foster and maintain a customer service focused relationship with our clients.
Develop global view of RPS.
Develop service delivery plans with the customer to provide service agreement scope of work.
Develop strategy for growth on existing Federal programs.
Develop strong working relationships with assigned clients and resources.
Disseminate
Disseminate information to team, proved cross team training for changes in new groups.
Document
Document all client calls regardless of nature of call.
Drive
Drive operational improvements and solution design.
Drive procedural changes to improve performance in the department.
Drive continuous improvement.
Ensure
Ensure a proper and timely follow-up to ensure resolution.
Ensure responsibilities within the service model are consistently communicated to Business partners.
Ensure that contracted services are operating within expected profitability forecast.
Ensure that operational teams have clear understanding of client requirements.
Ensure timely customer approvals are obtained in support of the Product development 'gate process'.
Ensure understanding of service agreement budget, activity plan and invoicing.
Ensure well defined and updated procedures for any operational or processing tasks conducted by team.
Escalate
Escalate issues when appropriate and offer solutions to problems.
Escalate service request that are not meeting the service level.
Establish
Establish and maintain accountability to Client Director.
Establish a sense of trust and confidence in your ability to deliver for the customer.
Execute on
Execute on ad hoc bill-paying and set up of recurring payments.
Execute on securities pricing and capital calls.
Facilitate
Facilitate cross training across all Client Service functions in the team and region.
Follow up with
Follow up with customer to gather feedback on support provided.
Foster
Foster a culture of partnership and collaboration by supplying adequate training and cross training.
Gather
Gather and respond to customer feedback.
Gather feedback customers and share it back with the product team via established channels.
Generate
Generate retention and revenue growth for our business and our client's business.
Handle
Handle escalated calls from members and clients.
Help
Help fulfill on key contractual obligations including reporting requirements.
Help support revenue growth and profitability improvements.
Identify
Identify additional areas of training to improve customer service, quality and efficiency.
Identify chronic issues impacting individual or multiple customers.
Identify opportunities and services that will improve value for your business partners.
Identify the root causes and resolution options.
Identify up-sell and cross-sell opportunities for the business development.
Implement
Implement new products, services and legislative changes as required.
Initiate
Initiate contact with clients and their advisors where appropriate.
Keep
Keep our customers informed of new features that may be of interest to them.
Keep senior management informed of new developments, service issues, and new business opportunities.
Lead
Lead and support the Security Supervisors and Security Guards to ensure exceptional service.
Lead client events to ensure personalized touch point opportunities.
Lead projects as a manager, and totally understand the many details of our customer accounts.
Lead quality assurance activities that will support service agreement renewals.
Learn
Learn your clients' business and effectively anticipate their needs for employee benefits.
Maintain
Maintain a recruitment database when not manageable in workday.
Maintain client files according to department and compliance standards.
Maintain client files per department and compliance standards.
Maintain consistent communication with Client and SPS at all levels.
Maintain high level of service excellence.
Maintain internal databases to reflect current client information and data.
Maintain monthly invoicing tracking for senior management and finance.
Maintain ongoing relationship with clients & team colleagues to effectively service clients.
Maintain site P&L at proforma levels or above.
Maintain tight control over the project schedule, risks, scope of work and budget.
Maintain / update client personal and account data on internal systems and hard copy files.
Manage
Manage all aspects of gifting (cash, in-kind, gift letters, Crummey letters).
Manage and lead corporate events such as events.
Manage and monitor service delivery against Service Level Agreements (SLAs).
Manage clients' quarterly tax payments and annual IRA contributions / RMDs.
Manage deliverables and customer experience for assigned accounts.
Manage deployment projects.
Manage investigations, escalations and post-Incident reports.
Manage service level agreements including negotiating with the client.
Manage site financials in terms of hours, gross margin spread, profitability and growth.
Manage the service component of the client relationship.
Manage timelines and communicates MFS operational capabilities to client.
Manage, train and mentor customer facing team members.
Measure
Measure success rate on customer contact.
Monitor
Monitor and / or implement client investment strategies.
Monitor business margins on a monthly basis to ensure profitability and efficiency.
Monitor team member productivity and motivate team positively to reach company goals and objectives.
Negotiate
Negotiate and close renewal contracts with assigned schools.
Operate
Operate as a key member of the Account Management team.
Operate as an in-house recruiter at an innovative technology brand.
Oversee
Oversee monthly budget forecasts for the account.
Participate in
Participate in client and internal meetings as directed by Family Office Executives.
Participate in departmental and team meetings.
Participate in existing clients' RFPs as arise, manage through corporate action type events.
Participate in in-person client and prospect meetings.
Participate in Monthly and Quarterly Client Business Reviews.
Participate in other duties as requested by Relationship Managers and Firm Management.
Perform
Perform post-mortem analysis on business cases and identify opportunities for continuous improvement.
Prepare
Prepare expense reports on behalf of Relationship Managers.
Prepare material for client and prospect presentations, meetings, and reviews.
Prepare monthly presentations and analysis for senior management.
Prepare well written correspondence as needed.
Present
Present managed service proposals.
Present oral and written information in a clear, concise, and organized manner.
Produce
Produce monthly KPI reporting.
Promote
Promote and generate revenue growth, contract retention, and overall customer satisfaction.
Provide
Provide ad-hoc reporting as necessary.
Provide annual employee performance evaluations and reviews as directed by SPS.
Provide a single point of accountability for escalated service-related inquiries and issues.
Provide back-up responsibility for inputting or approving cash processing transaction functions.
Provide clients with regular and relevant reports on a quarterly and annual basis.
Provide disciplinary action, mentoring, and professional development to all frontline staff.
Provide high quality client servicing to our clients.
Provide high quality, high touch service to PWM clients.
Provide information on eligibility, billing, member and client services.
Provide leadership to a team of Specialty and Emergency Client Service Representatives.
Provide thought leadership and issue resolution as challenges arise.
Provide updates to the department when necessary.
Provide value added advice and recommend solutions to clients and associates.
Provide weekly performance reports to senior management.
Research
Research and analyze fees.
Research and resolve overdraft situations.
Resolve
Resolve escalated complaints.
Review
Review client requests, validate all requirements are met and approve transactions.
Review, including formal annual reviews and informal regular reviews.
Review the quality of the help we provide to our customers by attending vendor and customer meetings.
See out
See out new business opportunities by analyzing account potential.
Set
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
Stay abreast of
Stay abreast of new product developments and industry trends.
Success
Success working with colleagues in a values- and mission-driven organization.
Supervise
Supervise all aspects of gifting (cash, in-kind, gift letters, Crummey letters).
Supervise and direct Information Security Analytics and manage contract staff as required.
Support
Support and drive the firm's initiatives while maintaining risk awareness and regulatory knowledge.
Support a ‘Risk Excellence' culture within the business.
Support for your career-related training and development.
Support of post-incident review and investigations.
Support team by assisting Department Manager in the completion of special projects as required.
Support team by assisting in the completion of special projects as required.
Support the Client Executive's in the Houston Energy and Power insurance division.
Support the Client Services Team.
Support the VIP queue during business hours.
Track
Track all client requests using the approved tracking mechanism.
Troubleshoot
Troubleshoot and resolve all client, site management and site staff issues.
Understand
Understand core middle office servicing responsibilities vs customized solutions.
Update
Update CRM with all client touch points.
Utilize
Utilize internal databases to track action items, correspondence, and phone contact.
Utilize salesforce.com to track action items, correspondence, and phone contact.
Utilize your resilient and adaptable mindset in the face of shifting priorities.
Work with
Work effectively with peers locally and across the region to achieve common goals.
Work with Product Management to identify and resolve any guideline issues with the client.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Client Service Manager:
MS Outlook
Business Relationship Management
Financial Industry
Financial Services
Stakeholder Management
Most In-demand Soft Skills
The following list describes the most required soft skills of a Client Service Manager:
Written and oral communication skills
Problem-solving attitude
Organizational capacity
Interpersonal skills
Analytical ability
Multi-task
Time-management
Leadership
Self-motivated
Team player
Work independently with little direction
Adapt to a rapidly changing business and technology environment
Attention to detail
Competently handle multiple responsibilities
Flexible
