Client Service Dashboard Manual

Overview

This dashboard provides a comprehensive view of your team's workload, priorities, and performance. It is designed to help you manage daily tasks efficiently, monitor service level agreements (SLAs), and track individual and team performance over time. The dashboard is divided into three main sections: Today's Tasks (immediate priorities), Supporting Insights (future work and context), and Performance Metrics (how well you're doing).

Dashboard Sections

Section 1: Today's Tasks

Tasks that must be completed immediately.

1 (a) Tasks Outside SLA

• What it shows: Shows all tasks that have exceeded their Service Level Agreement timeline. These must be cleared immediately.
• How to use it (for team members): Complete tasks immediately. If you cannot complete your task, email your manager immediately with the Ticket ID and why you can't complete it.
• How to use it (for managers): Ensure team members complete tasks immediately and use it as a learning opportunity. If the task cannot be completed immediately, email Dmitri with the Ticket ID and why it cannot be completed.

1 (b) Custodian Tasks Outside SLA

• What it shows: Tasks that are blocked by the custodian that are outside of SLA. These must be followed-up on with the custodian immediately.
• How to use it (for team members): Contact NBIN immediately to follow up on the task and resolve the blockage. Document the follow-up details in the system. If you cannot resolve the issue, email your manager immediately with the Ticket ID and the reason it cannot be resolved.
• How to use it (for managers): Ensure that team members follow up with NBIN right away and confirm resolution. Provide guidance if escalation is needed. If the issue cannot be resolved, email Dmitri immediately with the Ticket ID and the reason it remains blocked.

1 (c) Tasks Due Today

• What it shows: Tasks that must be completed before end of day.
• How to use it (for team members): After clearing Outside SLA tasks, complete all of these before leaving for the day. If you cannot complete your task, email your manager immediately with the Ticket ID and why you can't complete it.
• How to use it (for managers): Monitor throughout the day to ensure all tasks will be completed. Redistribute workload if a team member has too many to complete. If the task cannot be completed immediately, email Dmitri immediately with the Ticket ID and why it cannot be completed.

1 (d) Follow-Up Tasks Due Today

• What it shows: Tasks that must be followed up on by end of day with either the advisor, portfolio manager, or custodian.
• How to use it (for team members): Follow up with the appropriate party before end of day. Document the follow-up in the system. If you cannot complete your task, email your manager immediately with the Ticket ID and why you can't complete it.
• How to use it (for managers): Ensure all follow-ups are completed daily. Coach team members on effective follow-up communication if needed. If the task cannot be completed immediately, email Dmitri immediately with the Ticket ID and why it cannot be completed.

1 (e) List of Tasks Due Today

• What it shows: List of tasks that must be completed before end of day, sorted by due date.
• How to use it (for team members): Use this as your primary work list after clearing Outside SLA items. Work through in the order shown.
• How to use it (for managers): Review for detailed visibility into what each team member needs to complete. Use to help prioritize if conflicts arise.

Section 2: Supporting Insights

Tasks that are due in the future, tasks that are awaiting action from others, and other helpful insights.

2 (a) Tasks Coming Due

• What it shows: Tasks that are due in the future.
• How to use it (for team members): Review daily to plan upcoming work. Start working on these only after Today's Tasks are complete.
• How to use it (for managers): Use for capacity planning and to identify potential bottlenecks before they become urgent.

2 (b) Tasks Already Followed Up On

• What it shows: Tasks with a follow up date in the future.
• How to use it (for team members): Reference only - no immediate action required. Monitor for when follow-up dates arrive.
• How to use it (for managers): Track follow-up effectiveness and ensure nothing falls through the cracks.

2 (c) List of Tasks Coming Due

• What it shows: List of tasks that are due in the future, sorted by due date.
• How to use it (for team members): Reference for detailed future workload. Plan your time accordingly.
• How to use it (for managers): Use for workload distribution and scheduling team member time off or training.

2 (d) Tasks Waiting on Others

• What it shows: Shows tasks assigned to the team that require actions from other parties in order to complete.
• How to use it (for team members): Cannot action these directly. Flag to manager if items have been waiting too long.
• How to use it (for managers): Follow up with blocking parties to unblock work. Escalate if items remain blocked for extended periods.

2 (e) List of Tasks On Custodian

• What it shows: Displays all active tasks currently waiting on the custodian to complete their part before progress can be made. Each entry includes the ticket name, request type, action item, and the party responsible.
• How to use it (for team members): Review this list daily to stay aware of tasks that depend on custodian action. Follow up with the custodian if a task has been waiting longer than expected and document all follow-up communication in the system. Notify your manager if delays risk breaching SLA or impacting client timelines.
• How to use it (for managers): Monitor this list to track outstanding custodian-dependent tasks and their impact on workflow. Identify patterns of repeated delays and escalate where necessary. Reassign follow-up responsibilities if the original assignee is unavailable or overloaded. Use these insights to address process improvements with the custodian to reduce turnaround times.

2 (f) Active Tasks by Rep

• What it shows: Bar chart showing active tasks by team member, to identify capacity.
• How to use it (for team members): See your workload compared to teammates. Offer help if you have lighter load.
• How to use it (for managers): Balance workload across team. Identify who may need help or who has capacity to take on more.

2 (g) Task Distribution Across Types

• What it shows: Shows distribution of tasks across task types.
• How to use it (for team members): Understand the mix of work the team is handling.
• How to use it (for managers): Identify if certain task types are creating bottlenecks. Plan training based on task type volumes.

2 (h) Task Distribution Across Stages

• What it shows: Shows distribution of tasks across task stages.
• How to use it (for team members): See where tasks are getting stuck in the process.
• How to use it (for managers): Identify process bottlenecks and stages that may need additional resources or process improvements.

Section 3: Performance Metrics

Metrics to assess your performance and how it relates to your team's performance.

3 (a) Tasks Completed - Last 7 Days

• What it shows: Daily bar chart showing tasks completed (within/approaching/outside SLA) over the last 7 days.
• How to use it (for team members): Identify how many tasks were completed within vs outside of the SLA so that you may avoid this occurring in the future.
• How to use it (for managers): Identify team members that are not completing tasks within the SLA. Host 3 learning opportunity meetings with any team member who completes their tasks outside of the SLA. If the team member continues to complete tasks outside of the SLA after 3 learning opportunity meetings, immediately contact your manager.

3 (b) Tasks Completed - Last 30 Days

• What it shows: Weekly bar chart showing tasks completed (within/approaching/outside SLA) over the last 30 days.
• How to use it (for team members): Review your monthly pattern of tasks completed within vs outside of the SLA to identify recurring issues and improve your performance.
• How to use it (for managers): Track improvement or deterioration in SLA compliance over time. Use this data in monthly one-on-ones to discuss performance trends and create improvement plans for team members with consistent SLA breaches.

3 (c) Time To Open An Account - Last 30 Days

• What it shows: Weekly breakdown showing average/min/max/total completion times for new accounts.
• How to use it (for team members): Compare your completion times to the team average and identify ways to reduce your processing time while maintaining accuracy.
• How to use it (for managers): Identify team members whose average completion times significantly exceed the team average. Provide additional training on account opening procedures to those who consistently take longer than expected.

3 (d) Time To Complete A Transfer - Last 30 Days

• What it shows: Weekly breakdown showing average/min/max/total completion times for transfers.
• How to use it (for team members): Monitor your transfer completion times and learn from weeks where you processed transfers more efficiently.
• How to use it (for managers): Track which team members have the longest transfer completion times. Schedule process review sessions with team members whose times consistently exceed the team average to identify and remove bottlenecks.