Purpose of the Role The Client Service Manager will be responsible for managing and strengthening relationships with existing clients.

The CSM is the person who ensures that our clients feel looked after, understand what is happening with their investments, remain disciplined during market volatility, and continue progressing toward their financial goals.

This is not primarily a sales role.

The CSM's primary responsibility is client retention, relationship management, servicing, communication and client experience.

The ideal candidate should be mature, confident, empathetic, good at communication, comfortable speaking with HNI/affluent clients, and capable of handling clients calmly during difficult market situations.

Key Responsibilities

1. Client Relationship Management

* Maintain regular contact with assigned clients.
- Build strong, long-term relationships with clients and their families.
- Understand the client's financial situation, expectations, concerns and goals.
- Ensure no important client becomes inactive or disconnected.
- Proactively reach out to clients rather than waiting for them to call.

1. Portfolio Review

* Conduct regular portfolio review meetings with clients.
- Explain portfolio performance in a simple and understandable manner.
- Discuss portfolio allocation, performance and progress.
- Coordinate with the investment/research team wherever required.
- Ensure portfolio reviews happen according to the prescribed schedule.

1. Managing Client Emotions During Markets

This is one of the most important responsibilities of the CSM. During market corrections, volatility, rallies or periods of negative news, the CSM should proactively communicate with clients.

The objective is to

- Prevent emotional investment decisions.
- Help clients understand what is happening in the market.
- Reconnect investment decisions with their original financial goals.
- Ensure clients don't panic during corrections or become excessively aggressive during rallies.




- Escalate investment-related decisions to the appropriate RM/Investment team when required.

The CSM should act as the emotional anchor for the client.

1. Goal Tracking

The CSM must ensure that every important client remains on track toward their financial goals. For each client, track:
- Goal
- Target amount
- Target date
- Current corpus
- Required rate of return
- Current progress
- Any gap or action required

Clients should be categorized as:

GREEN On Track

YELLOW Needs Attention

RED Off Track The CSM should proactively identify clients whose financial plans are going off track and coordinate with the RM/Investment team for corrective action.

1. Client Servicing

The CSM will act as the single point of ownership for the client experience. For example, if a client says:

"My SIP hasn't started."

The CSM should coordinate with the Operations team, follow up internally, and ensure the client receives a resolution.

The CSM should not simply forward the complaint and forget about it.

The CSM owns the issue until it is resolved.

Responsibilities include

- Transaction-related follow-ups
- SIP-related queries
- KYC/documentation coordination
- Statements/reports
- Service requests
- Complaints
- Follow-ups with internal teams The Operations team will execute the task, but the CSM owns the client communication and closure.

1. Client Communication

The CSM will communicate important company-level and market-level information to clients.

This may include

- Important market updates
- Company/group communications
- Investment philosophy updates
- Important product/portfolio communications
- Client education
- Events/webinars
- Significant operational announcements

1. Client Retention

The CSM should identify clients who may be at risk of leaving the organization.

Warning signs may include

- Large redemption
- SIP cancellation
- Client dissatisfaction
- Repeated complaints
- Lack of engagement
- Negative feedback
- Client comparing with competitors
- Client losing confidence during market volatility

Such clients should be classified as At-Risk Clients and proactively managed.

📌 Client Service Manager (CSM) (Raipur)
🏢 Aayushman Financial Services
📍 Raipur