Head - Post Possession (Property Management)

Job Description - Head - Post Possession

Real Estate | Customer Handover | Property Operations | Society Transition

Department - Post Possession / Customer Experience

Reporting To - Senior Management / CEO

Location - Head Office with regular site visits across Mumbai, Thane & Kalyan

Employment Type - Full-time

Experience - 12-18 years in real estate post-possession / property operations, including 5+ years in a leadership role

Role Purpose

Lead the complete post-possession function across delivered and under-maintenance projects, ensuring a smooth customer handover experience, efficient building operations, disciplined financial and vendor governance, timely complaint resolution, and structured transition of projects to co-operative housing societies. The role acts as the central link between customers, Engineering, Accounts, Legal/Liaisoning, CRM/After Sales, vendors and external authorities.

Key Responsibilities

1. Possession & Customer Handover

• Own the end-to-end possession process from receipt of handover intimation through final possession documentation and customer handover.
• Ensure all commercial dues and applicable possession, maintenance, share money and society formation charges are verified/collected before handover, in coordination with Accounts/CRM.
• Coordinate with Engineering/site teams to confirm flat readiness, including finishing, deep cleaning, fittings, locks, VDP/intercom, grills and other committed specifications.
• Ensure customers receive clear possession communication, inspection support, payment receipts and timely resolution of handover-related queries.

2. Post-Possession Customer Experience

• Own the escalation framework for post-possession complaints received through email, phone, WhatsApp or other approved channels.
• Coordinate with Engineering and vendors for repair/rectification work, communicate realistic timelines to customers and drive closure within agreed service levels.
• Conduct customer/society meetings for recurring operational issues and ensure actions are documented and followed through.
• Review of Monthly P& L and Balance sheet of society Account

3. Building Maintenance & Operations

• Oversee day-to-day operations of buildings under the Maintenance team, including water management, lifts, security, housekeeping, firefighting systems, pumps, STP, DG, CCTV, intercom and common areas.
• Plan and govern AMCs and service contracts for critical equipment and building services; review vendor performance, compliance and service quality.
• Lead appointment and coordination of agencies for security, housekeeping, gardening, STP operations, DG, borewell/drinking water, pumps and other facility services.
• Review maintenance charge structures for upcoming projects in consultation with Engineering and management, based on amenities and service requirements.

4. Society Formation & Handover

• Lead documentation and coordination for AOP/society formation with Legal/Liaisoning teams, including required registrations, PAN/TAN and banking formalities as applicable.
• Prepare and control society handover documentation, annual accounts, AGM notice/attendance/minutes, member/customer data, outstanding statements and relevant property/permission records.
• Coordinate with the Deputy Registrar and other authorities, where required, and conduct structured society handover meetings.
• Ensure transfer of eligible maintenance balances, closure of building maintenance bank accounts and handover of relevant records after completion of formalities.

5. Financial, Compliance & Administrative Governance

• Oversee quarterly maintenance billing, collections follow-up, vendor bill verification, payment coordination, petty cash controls, bank reconciliation and maintenance-account governance.
• Ensure timely coordination for applicable statutory deductions/returns such as TDS/GST with the Accounts team and maintain supporting records.
• Provide required customer lien/mortgage/loan information to societies and issue operational NOCs such as electricity meter name-change NOCs, as applicable.
• Coordinate with municipal/local authorities, including TMC/KDMC, for property tax, water tax and other post-possession operational matters.
• Fire compliance or any other government compliance matters

6. Team, Vendor & Management Leadership

• Lead and develop the Post Possession/Maintenance team with clear ownership, service standards, review mechanisms and escalation protocols.
• Build effective cross-functional coordination with Engineering, CRM/After Sales, Accounts, Legal/Liaisoning and ERP teams.
• Maintain dashboards/MIS covering possessions, complaints, collections/outstandings, vendor performance, AMC renewals, society formation/handover and key operational risks.
• Identify recurring issues and drive process improvements that strengthen customer satisfaction, cost control, compliance and operational efficiency.

Candidate Profile

• Graduate in Commerce, Management, Facilities/Property Management or a related discipline; MBA/PG qualification is preferred.
• 12-18 years of relevant experience in residential real estate, with strong exposure to possession, post-possession customer service, building maintenance and society handover.
• Practical understanding of maintenance billing/accounts, vendor management, AMCs, statutory coordination and co-operative society formation/handover processes.
• Strong customer handling, negotiation, escalation management and cross-functional leadership skills.
• Comfortable with ERP/accounting systems and MS Office/Excel-based MIS; working knowledge of Tally is an advantage.
• Willingness to travel regularly to project sites and local authority offices across Mumbai, Thane and Kalyan.

Key Competencies

• Customer Centricity
• Ownership & Accountability
• Property Operations
• Team Leadership
• Vendor & Cost Management
• Problem Solving
• Society Handover Governance
• Cross-functional Coordination
• Financial Discipline
• Communication & Negotiation
  

Success Measures

• On-time, error-free possession and handover completion.
• Customer complaint turnaround time and closure quality.
• Maintenance collection efficiency and control of outstanding dues.
• Building uptime, service quality and vendor/AMC performance.
• Timely society formation and complete, compliant society handover.
• Accuracy and timeliness of MIS, reconciliations and operational controls.