Senior Manager: Customer Experience Consulting - Example

Senior Management Interview Package Student’s Name: Instructor’s Name: Course Name and Code: University: Date Assignment is due: Abstract This is an interview package for as position as a senior manager – customer experience consulting in a Management consultancy based in Sydney, New South Wales. In contains the behavioral criteria that should be assessed as the interview progresses. The package is for a one hour long interview. Other than that, the interview package will also look at the reasons for proposing behavioral criteria, detains on preparing for the interviewing within a theoretical framework, a guide for the interview and the wording for use in the interview introduction and conclusion as well as the rationale and theoretical logic behind them. The package will conclude with a listing of current references cited within the documents as well appendices. Table of contents Cover Page……………………………………………………………………....1 Abstract……………………………………………………………………….…2 Behavioral criteria…………………………………………………………….....4 Preparation for the interview………………………………………………….....7 Interview guide……………………………………………………………….….9 Wording for introduction conclusion…………………………………………....10 References………………………………………………………………………11 Appendices……………………………………………………………………...12 Senior Manager - Customer Experience Consulting Behavioral criteria Competent communication and interpersonal skills The senior manager should be an individual who will be comfortable in interacting with others effectively thus, building productive interpersonal relationships (Van Vugt et al 2008, p. 182–196). Competent communication and interpersonal skills also speak to an outgoing personality which is important in management (Easdown et al 2004, p. 8). Effective communication raises the production levels with the organization. Patterns of social behavior are formulated with communication and, it is important for the senior manager to have this ability in order to maximize communication with relevant individuals such as shareholders (Stamoulis 2009). Being able to anticipate the needs of customers is important in building trust with them as well as reinforcing their brand loyalty. Personality theories stipulate that it is vital for senior managers to have effective communication skills to increase productivity (Kaiser & Hogan 2010, p. 210-232). By looking at how people respond to questions asked during the interview as well as possible scenarios, which may be presented in the interview, the interviewer can gauge the competency of the interviewee in terms of communication and interpersonal skills. Honesty Honesty is among the major prerequisites to knowing whether an individual posses integrity and good leadership. Consequently, it will one of the major behavioral traits sought after in the interview (Stamoulis 2009). A potential senior manager will be in charge of vital operations as well as the future of the organizations since he will be dealing with customers. As such, he needs to be someone with integrity (Kaiser & Hogan 2010, p. 210-232). Being a senior manager also makes him an automatic leader. This means that he should exhibit honesty and possess high levels of moral principles. Easdown et al (2004, p. 4), emphasize that a leader with integrity shows greater concern for other people’s welfare. Integrity is also constituent of an individual being consistent such that people can count on them effectively. In management, this also refers to one being consistent so that they do what they say (words and actions). Peter Drucker posits that posits that integrity is a prerequisite to good leadership (Kaiser & Hogan 2010, p. 210-232). Honesty will help the leader in developing mutual respect and trust with those he is in charge of. Customers will be more comfortable if they can believe the company is on their side. Interviewers can gauge honesty by the responses given to them by the interviewee. Clear and definite goals Personnel are often impressed by an individual who exhibits possession of clear goal directed behavior (Easdown et al (2004, p. 9). Consequently, one of the behaviors that should be exhibited in the interview is having definite and clear goals (Van Vugt et al 2008, p. 182–196). As a potential senior manager, one should have specific career objectives that should be stated clearly (Van Vugt et al 2008, p. 182–196). Answers given should not be vague. Specific goals assure the interviewee of one’s self assurance. Professionalism As a professional the individual should demonstrate that they can adhere to ethical requirements and be altruistic, as well. In addition, they will show that they can be accountable to customers, the organizations and society. They will also show that they can be sensitive to different age, cultural and gender issues (Easdown et al 2004, p. 8). The senior manager will show that they can use resources and time effectively and productively. Professionalism will be a key criterion in judging whether a person has managerial competency. This is a general term used to refer to behaviors that show that an individual can make effective decisions within in the organization in relation to the entire organization’s internal and external context. Decision making skills are essential in this case. The interviewee should be able to demonstrate that they are aware and responsive to the organizational context. They need to understand how their decisions and actions affect the entire organizations. Decisions made in this case will show that the manager is ready to take effective action that does not compromise the quality of services offered by the organization. One can assess this behavior by asking questions such as asking them about a time when they had to admit to a mistake to their superiors and peers. Customer care skills Since the senior manager will be dealing with customer experience consulting, he will need significant customer care skills to interact with customers. Some of the behavioral expectations under this include the ability to empathize, patience and understanding (Easdown et al 2004, p. 9). The manager should be able to demonstrate that they can respect and have compassion for the customers when listening to their problems or making decisions that concerns them. This is vital because they will be passing these skills on to the personnel serving under them. In addition, the potential senior manager should be able to use good judgment in making informed decisions. In addition, they should be conversant with information technology and posses good group dynamics (Thompson et al 2008, p. 366 –382). This behavior can be assessed through asking certain questions such as ‘describe an encounter with a customer that affected you significantly?’, ‘tell me about a situation where you had to create and work with a team?’, ‘tell me about an encounter with a dissatisfied customer?’ Preparation for the interview In an interview for a senior manager position, it is important to form an interview board. In this case, it will consist of four people. Research has shown that interviews conducted using interview boards are more effective and valid than those that are steered by a single interviewer (Public service commission of Canada 2009, p. 7). This is because the board helps in reducing the chances of personal bias on the part of the interviewer as well increase the information that will be collected. Following the formation of the interview board, the two members will then proceed to develop the questions that will be used for the interview as well as develop and answer keys for use. In addition, the process will be prepared including the introduction and deciding on the time limit for questions and their sequence. The questions that will be asked should be decided upon by the interview board keeping in mind the requirements for the job in terms of behavior, personality, qualifications and other issues. It is often recommended that a single person from the interview board be assigned the role of being the lead interviewer (Public service commission of Canada 2009, p. 7). The board will need to clarify the scope along with the objectives of the interview. In addition, they need to design the note taking booklet that will be applied in the interview. The booklet will contain all the relevant questions as well as slots for demographic data. Once the qualifications that need to be assessed have already been specified, different types of questions should be developed to fulfill this objective. One of the types of questions is situational questions, which present the interviewee with a hypothetical case. Others are behavioral questions, job knowledge questions and job simulations. Following this, location for the interview should be decided upon and arranged accordingly so that the interviewee will know where to sit and feel comfortable. Ensure that the interviewee is informed of the location and time specifications. The board should meet 15 minutes before the interview begins to go over everything and ensure that everything is ready for the interview. Interview guide Wording for introduction conclusion Introduction: Hello … [name of interviewee]… Thank you for coming for this interview. I am … [name of interviewer]… We will then conduct the interview as a board and I will be the lead interviewer. Therefore, all questions and enquiries should be directed towards me. The other board members are … [names and titles of the other board members]… the interview will take an hour, and it aims to gauge your competencies in different spheres including knowledge, skills, behavior and professionalism. The interview will be conducted using English. At some point during the interview, the other board members will be allowed to ask you questions. The interview will be recorded for purposes of filing and future reference. Everything within the room will be kept confidential. We can commence if everything is on order. Conclusion: we appreciate you taking the time to come for this interview. You can make additional enquiries by contacting me using the contact information provided. I will contact you in the next week and let you know about the organization’s decision. You can leave at your own discretion. References Easdown, JL, Castro, PL, Shinkle, EP, Small, L & Algren, J 2005, The Behavioral Interview, A Method To Evaluate Acgme Competencies In Resident Selection: A Pilot Project ,JEPM, Vol.7 No.1, Jan-June, Viewed 29 August 2012, http://www.siumed.edu/resaffairs/pdfs/The%20Behavioral%20Interview%20Method.pdf Kaiser, RB & Hogan, R 2010, How To (And How Not To) Assess The Integrity of Managers, Consulting Psychology Journal: Practice and Research, Vol. 62, No. 4, 216 –23, Viewed 29 August 2012, http://www.apa.org/pubs/journals/features/cpb-62-4-216.pdf Public service commission of Canada 2009, Structured interviewing: How to design and conduct structured interviews for an appointment process, Assessment Oversight and the Personnel Psychology Centre, Viewed 29 August 2012, http://www.psc-cfp.gc.ca/plcy-pltq/guides/structured-structuree/rpt-eng.pdf Stamoulis, D 2009, Senior executive assessment: A Key to responsible corporate governance, Malden, MA:Wiley-Blackwell Thompson, AD, Grahek, M, Phillips, RE & Fay, CL 2008, The search for worthy leadership, Consulting Psychology Journal: Practice and Research, Vol. 60, pp. 366 –382 Van Vugt, M, Hogan, R & Kaiser, RB 2008, Leadership, followership, and evolution: Some lessons from the past, American Psychologist, Vol. 63, pp. 182–196. Appendices Appendix A: Newspaper advertisement Title: Senior Manager - Customer Experience Consulting Industry: Management Occupation(s): Consulting Location: Sydney, New South Wales Date listed: Wed 22 Aug Apply before: Wed 19 Sep Reference no: 1294418_CITIKF   This Sydney based Management Consultancy client is now seeking a Senior Manager to join and help guide this fast growing Management & Technology consulting organisation to even more success.   Developing new and still working with Australia's leading organisations this company main focus is Customer Experience Transformation, Strategy Consulting, Change Management, Interaction Design, Business Analysis and Project Management across all industry sectors. It is apparent from all senior staff members in this company that they are rewarded by working very closely with directors, having full ownership over projects and are also provided with excellent team and individual bonus component to the salary package. Ideal consultants MUST have working history within a Top Tier Global Consulting Firm. Role Attributes:  5+ years in a Management Consulting, Project Manager or Business Transformation role. Strong Customer Experience background with design thinking. Previous experience working within a Global Management & Technology Consulting Firm - e.g. working with a Top Tier Consulting Firms. Must have strong consulting background although a mix of consulting and industry would be considered. Ability to manage Customer Experience engagement and lead teams with minimal supervision.   High level experience working with Senior Business and Technology Stakeholders in order to create solutions that meet the business objectives. Solid interpersonal and communication skills. Working with Senior Business Stakeholders to align solutions with business objectives. Knowledge of business re-engineering and change management processes. Ideally experience working on large Telco or Financial Project Read More