Assitant Manager

We are Hiring Assistant Manager -CRM

Purpose of the role Responsible for mapping the entire post sales process and managing customer relations.

Key Responsibilities

Bank :

• Responsible for getting the bank approvals from all leading banks before project launch.
• Coordinating with banks for special schemes to customers.

Customer Interactions :

• Formulating standard formats and sequence for email responses to customers.
• Educate the customers about referral scheme to help with references.
• Maintaining good relationship with existing customers and extract referrals.
• Implementing automation data for easy representation to team members.
• Validating the subvention scheme reimbursements & ensure timely payments are made to customers.
• Ensuring flat related customer concerns are attended on time. Addressing customer grievances.

Collections :

• Monitoring and taking appropriate actions for recovery of payments from customers.
• Review outstanding amount data, understand gaps, and support the team to achieve collection targets.

Booking Audit

• Booking audit on source of sale made, booking rate, whether CP involved, sales executive involved, whether under subvention/other financial scheme.
• Ensuring proper demographic data is captured in booking forms.
• Analyze demographic data and provide feedback to marketing team on customer profile of booked customers.

Construction Progress :

• Monitoring site construction progress & ensuring timely demands are sent to customers.
• Construction updates to customers on monthly basis

Channel partner :

• Onboarding new Channel Partners by entering into appropriate agreements and ensuring timely payments by following up for invoices from CPs and Accounts department.

Statutory Requirements.

• Keep abreast of any statutory changes from time to time.

Registration Possession & Post Possession Role Up to Final Handover.

• Managing registration related documents and processes.
• Verify final settlements of customer accounts before handover
• Ensuring post registration the sale deeds are sent to respective bankers.
• Monitor customer complaints pre / post handover of units.
• Organizing GBM and project handover to association.

Team Management :-

• Verify and validate all the important documents such as agreements, demand letters which will be shared with the customers.
• Ensure the ERP data is updated on day to day basis.
• Guide team on customer queries by ensuring appropriate replies are shared and in timely manner.
• Guide team on important email and works by understanding the priority considering the no of queries that are received from customers on daily basis.
• Guide team on collection strategies to ensure faster recoveries.
• Review pending agreements and collection from customers on day to day basis.
• Monitor team conversation with customer and ensure no false commitments are made.
• Ensure the cheque register / customer files and other files are maintained by the team members.
• Ensure proper record keeping of all customer related documents, cheque registers and receipts towards payments received
• Encouraging team building for comfortable and challenging work environment.
• Ensure team is well versed with the process.
• Ensure team receives support from other departments on time like, collections from accounts team, legal supporting documents from legal team, plans from architect team etc.
• Project visits to check the work progress / random flat inspections before handover

Customer Interface

• Customer interactions and gaining confidence of all home buyers.
• Understanding customer sentiments and advising customers on the entire process till possession (on escalation time).
• Advise customer on internal flat modifications requirements within the given scope.
• Resolving home loan approval related delays / issues by co-ordinating with the bank and customer.
• Addressing customer concerns and giving proper solutions.
• Attend escalation calls / meeting with customers on grievances.
• Take customer feedback on processes, time taken and the entire customer experience right from booking to possession.

INTER department CO-ORDINATION

• Finalizing Agreement formats, floor plan, annexures etc that go as part of the agreement signed with customers.
• Reconciling customer payments with accounts team.
• Ensure the customer collections are received from accounts team every day.
• Coordinating with accounts team to ensure the reimbursements and refunds are made in line with customer agreement.
• Coordinating with legal team to ensure the legal documents shared with customers are up to date.
• Coordinating with Accounts team and external banker for Project NOCs.
• Coordinate with Liaison team for Registration facilitation.

Reports

• Creating / sending monthly, weekly and Daily reports as required by HOD.
• Updating statutory related reports (RERA) from time to time.

Key Deliverables / Performance Measures

1. Time taken for initial bank approvals & any customer NOCs should be low.
2. Collection efficiency =
3. Number of referrals
4. Time taken for response to customer queries and how well are these satisfactorily answered.
5. Time taken for release of CP payments after receipt of invoice

Key Challenges

1. Time taken by customer for signing the documents, like agreement, subvention agreement and bank loan related documents
2. Collection of payment from customers. Although customers are aware penalty clause in the agreement, lot of follow ups required.
3. The project NOC delay, which in turn affects the cash inflow.
4. Flat modification requirements by customers

Ideal Candidate For The Role

1. Microsoft Excel and Word skills should be excellent
2. Knowledge of bank documentation process
3. In depth understanding on legal documents, agreements & other documents.
4. Good understanding of statutory charges and requirements.
5. Start to end process of CRM.
6. Proficiency in Multiple Languages.

Skill

1. Empathizing with & convincing the customer keeping in mind larger business goals.
2. Minute attention to detail
3. Good Written and Oral communications
4. Understanding customer sentiments

Interested Candidates reply with your updated resume

Regards

Team HR