Client Servicing Manager

Client Servicing Manager is responsible to support Corporate Sales Team or Business Development teams in servicing accounts. Client Servicing Manager is often the primary point of contact for clients and ensures client satisfaction with the organization's product or service.

 

The Job Role and Responsibilities

The primary responsibilities of a Client Servicing Manager would be to:

  1. Seek, process and execute client requests and product orders
  2. Answer queries regarding product/ services, processes and if required direct them to the account manager
  3. Assist clients to use the products and services and keep them updated about new features launched
  4. Coordinate with internal teams to ensure timely fulfillment of products orders/ services
  5. Maintain trackers, reports for client interaction, product/ service usage etc
  6. Collect feedback and resolve client complaints

 

Competencies and Skills Required

Client Servicing Manager plays a critical role in satisfying clients and thus bringing repeat business. They are the primary point of contact for the company's clients and need to have good communications skills, interpersonal skills and problem solving skills. The major skills and competencies that employers look for in a candidate are:

  1. Good communication skills
  2. Good interpersonal skills
  3. Active problem solving skills
  4. Customer Focus
  5. Ability to handle pressure

 

Assessment for the ‘Right’ Client Servicing Manager

The following table illustrates how various skills and personality traits map to assessments required for Client Servicing Manager role:

Client Servicing Manager Profile AMCAT Mapping
Communication Skills English : Mid to High
Interpersonal Skills Agreeableness (Personality*) :Mid to High
Extraversion: Mid
Problem Solving Skills Problem Solving (SJT**) - High
Logical Ability: Mid to High
Customer Focus Customer Centricity (SJT)- Mid
Customer Expectation Management (SJT)- Mid
Ability to handle pressure Self Management (SJT) - Mid
Emotional Stability (Personality) : Mid to High

*AMPI - Aspiring Minds Personality Inventory
**SJT - Aspiring Minds' Situation Judgment Test for Mid Management

 

Assessments Correlation to Performance

Standardized assessments have shown high 'validity' in predicting the success of the candidate as a Client Servicing Manager. The objective criteria consist of cognitive skill assessment, Servicing competency assessment and personality. Situation Judgment Tests (SJT) when combined with personality and cognitive skills assessments have proven to be a valid tool for predicting job performance of a candidate applying for Client Servicing Manager role. Benchmarking study done at multiple companies across industries show that there was a strong correlation between candidates' actual on job performance and scores on AMCAT SJT for Client Servicing and personality traits of Agreeableness and Emotional Stability. Standardized benchmarks on these modules when used at the time of hiring can increase organizational efficiency by 18%-22%.

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