Team Lead - CRM

Role Overview

The Project Lead will be responsible for driving project-level collection strategy and operations, ensuring process compliance, effective stakeholder coordination, project financial tracking, escalation management, and overall project execution. The role will also focus on people management, process improvement, and maintaining strong customer experience and engagement.

Key Responsibilities

1. Collection Strategy & Operations

• Coordinate with Sales to identify and validate all approved payment plans.
• Track collections against billed amounts and ensure timely collection and allotment.
• Drive collection strategy and operations for the assigned project.
• Track cancellations, delinquent customers, and defaulters, including second-voice calling.
• Ensure compliance with the delinquency communication matrix.
• Track project cash flows and prepare relevant reports.
• Monitor project financials, collections, and key performance indicators.

2. Project Planning & Execution

• Track the assigned project and ensure timely execution of key activities.
• Ensure registration post SDR and sanction receipt.
• Develop and execute possession communication plans and possession strategies.
• Ensure effective participation in GTN.
• Identify and manage deviations from approved plans and processes.
• Drive line-item-wise RM/Project reviews.
• Flag concerns, inconsistencies, and exceptions in a timely manner.
• Drive effective exception management.

3. Escalation & Stakeholder Management

• Manage customer and project-related escalations effectively and ensure timely resolution.
• Coordinate with Sales, RM, Project, and other relevant stakeholders to ensure seamless project execution.
• Ensure effective project updates and communication plans are maintained.

4. Process Compliance & Improvement

• Ensure adherence to defined processes and compliance requirements during onboarding.
• Monitor process deviations and drive corrective actions.
• Identify opportunities for process improvement and optimization.
• Ensure effective implementation of process and compliance standards across the project.

5. People Management & Development

• Drive manpower planning, optimization, and retention for the project.
• Identify training and development needs of team members.
• Identify and groom high-potential team members for future leadership roles.
• Build and foster a positive, collaborative, and high-performance team culture.
• Drive employee engagement and contribute to improving ESAT.

Key Result Areas (KRAs)

• Collection Strategy & Operations
• Escalation Management
• Cash Flow Projection & Reporting
• People Management
• Process Compliance & Improvement
• Data Management
• Project Planning & Execution
• Customer Satisfaction (CSAT) & Employee Satisfaction (ESAT)

Critical Skills & Competencies

• Strong People Management skills
• Stakeholder Management
• Strong analytical skills and numerical aptitude
• Excellent communication and presentation skills
• Proficiency in MS Office and PowerPoint
• CRM software knowledge
• Ability to work under pressure and deliver within deadlines
• Strong problem-solving and decision-making skills

Good-to-Have Skills

• Thinking and Acting Systemically
• Resilience
• Learning Agility
• Self-Awareness
• Strategic Thinking