Manager- AGM CRM Backend

1. CRM Backend Operations

• Oversee end-to-end CRM backend operations from booking confirmation to possession and post-possession services.
• Ensure accurate maintenance of customer records, booking details, payment schedules, agreements, and property-related documentation in the CRM system.
• Establish and monitor SOPs, workflows, turnaround times (TATs), and service-level agreements (SLAs).
• Ensure timely processing of booking forms, allotment letters, demand letters, agreements, cancellation requests, transfers, and other customer-related transactions.

2. Documentation and Legal Coordination

• Supervise preparation and execution of Builder-Buyer Agreements (BBA), sale deeds, conveyance deeds, and other relevant documents.
• Coordinate with the legal team for documentation, registration, compliance, and resolution of documentation-related issues.
• Ensure accurate documentation and compliance with applicable RERA requirements and company policies.
• Maintain proper records for audits, statutory requirements, and internal reviews.

3. Payment and Accounts Coordination

• Coordinate with the finance and accounts teams for payment receipts, demand generation, outstanding payments, refunds, cancellations, and customer ledger reconciliation.
• Monitor overdue payments, payment milestones, and collection follow-ups in coordination with the collections team.
• Ensure timely issuance of payment reminders, receipts, statements of accounts, and no-dues certificates.
• Resolve discrepancies in customer accounts and payment records.

4. Possession and Handover Management

• Coordinate with project, construction, engineering, legal, and finance teams for possession readiness and customer handover.
• Monitor occupancy certificate, completion certificate, and other applicable documentation in coordination with relevant teams.
• Ensure timely issuance of possession offers, demand letters, handover documents, and maintenance-related communication.
• Track possession status, pending customer requirements, and closure of handover-related issues.

5. Team Management and Leadership

• Lead, mentor, and supervise the CRM backend team, including executives and team leaders.
• Define individual and team KPIs, review performance, and ensure adherence to operational timelines.
• Allocate workloads, improve productivity, and develop team capabilities through regular training.
• Drive accountability, process discipline, and continuous improvement across CRM operations.

6. CRM Systems, MIS and Reporting

• Ensure effective utilisation of CRM software, ERP systems, and other digital platforms.
• Monitor data accuracy, transaction integrity, system updates, and customer master records.
• Prepare and review MIS reports covering bookings, agreements, collections, outstanding payments, cancellations, refunds, registrations, possession, and customer complaints.
• Develop dashboards and management reports highlighting pending cases, bottlenecks, operational risks, and performance trends.
• Collaborate with IT and CRM technology teams to automate workflows and improve system efficiency.

7. Customer Experience and Issue Resolution

• Ensure timely resolution of customer queries and escalations relating to documentation, payments, agreements, registration, and possession.
• Coordinate with front-end CRM, sales, finance, legal, and project teams to close customer issues within defined TATs.
• Monitor customer satisfaction, complaint closure rates, and recurring service issues.
• Implement preventive measures to reduce errors, delays, and repeat complaints.

8. Process Improvement and Compliance

• Establish standard operating procedures, internal controls, and quality-check mechanisms.
• Identify operational gaps and implement process improvements to enhance efficiency and service delivery.
• Ensure confidentiality and security of customer information.