DGM - CC

Job Purpose The incumbent will be responsible for end to end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues) Roles & Responsibilities Financial and Strategy Devise & distribute the collections targets basis the AOP projections Strategize the collection projections for the month Preparing CC Budget for whole customer life cycle and updating the same to project head and strategy so that necessary provisioning is done Operational Policy: New launch Support - Welcome New Customers and update them about future steps and adherence to SOP Customer Issues Resolution: Planning and executing various customer / resident engagement initiatives which will result in improved NPS. Anticipating issues / scenarios which will impact larger number of customers and proposing "mitigation strategy "proactively Designing & executing Proactive communication to customers which will help enhancing their trust in us Overall NPS score will be a derived out of the NPS score we get from surveys done at various stages of the life cycle Initial Email for Intimating AFS process to be sent for all Customer appreciation No escalations Process Processes Adherence Customer Life Cycle Management Process- Case Management in SFDC and complaint resolution Handling Executive and director Escalations Improvisation on new methods of customer communication and engagement opportunities with customers Should be able to amend /create SOPS conducive to customer satisfaction keeping business aspects in mind % Process compliance People Development Ensuring people engagement through participation of the team members in the various initiatives Efforts on people development leading to retention and growth of superior talents Ensuring team members' efforts on self-development through e-learning and class room training Get team members lead small but important projects to Develop their leadership skills Position Requirements Educational Qualification: MBA Experience: 8-10 years relevant experience Minimum of 14-15 years of experience in Real Estate in Customer Service. Applicants should be well versed with stakeholder management and customer interactions. Excellent communication skills and proficiency in MS-Office is essential. Must have handled multiple projects Critical Skills: Functional Skills Collections Management: Understands collections management in depth and sets and drives efficiency targets for team. Customer Experience Management: Has an in-depth understanding of diverse customer profiles and their contexts and needs; uses this understanding to train others on how to serve customers. Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs Handover: Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers Behavioral Skills Strategic Thinking Should be able to handle volumes Multi Tasking People Management Strong Listener Good Analytical and Strong in Numbers