Head Projects Quality, Business Excellence & Innovation

Function: Projects / Business Excellence

Reporting To: MD / CEO / Executive Director

Location: Mumbai

Role Purpose:

- Build and institutionalize a robust quality culture across the entire real estate project lifecycle.

- Drive excellence from design, approvals, construction, handover, and post-possession.

- Improve project quality, delivery predictability, and customer satisfaction.

- Promote innovation in construction methodologies, materials, and technology.

- Enhance brand differentiation through superior quality and operational excellence.

Key Responsibilities:

1. Project Quality Management:

- Establish quality standards for design, engineering, and construction.

- Review design coordination among Architectural, Structural, and MEP consultants.

- Standardize material specifications and quality benchmarks.

- Monitor execution quality across civil, finishing, MEP, and external development works.

- Implement stage-wise quality gates (Design Freeze, Mock-ups, Sample Flats, Pre-Handover Audits).

- Conduct periodic quality inspections and site audits.

- Ensure timely closure of Non-Conformance Reports (NCRs).

- Minimize rework, snag lists, seepage, water leakage, and maintenance defects.

- Drive continuous quality improvement across all ongoing projects.

2. Standardization & Process Excellence:

- Develop and implement Project Execution SOPs.

- Establish standardized construction quality checklists.

- Implement snag management and quality tracking systems.

- Standardize consultant coordination protocols.

- Define uniform handover and possession standards.

- Develop standard BOQs, specifications, and material standards.

- Benchmark quality practices across luxury, premium, redevelopment, and affordable housing projects.

- Drive process standardization across all project sites.

3. Customer-Centric Quality:

- Strengthen Voice of Customer (VOC) across the customer lifecycle.

- Monitor quality from booking through possession and Defect Liability Period (DLP).

- Analyze customer complaints and identify recurring quality issues.

- Reduce the gap between sample flat quality and delivered product.

- Improve customer handover experience.

- Ensure timely resolution of post-possession defects.

- Improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

4. Innovation & Technology:

- Identify and implement modern construction technologies.

- Evaluate Aluform, Precast, Prefabrication, Drywall Systems, and Modular Construction.

- Introduce sustainable materials and green building practices.

- Drive adoption of cost-effective and durable construction solutions.

- Implement BIM and digital project monitoring tools.

- Introduce quality inspection and snag management applications.

- Promote PropTech solutions across projects.

- Balance cost, speed, and quality through innovation.

5. Governance & Compliance:

- Ensure compliance with RERA commitments and approved specifications.

- Monitor adherence to local authority regulations.

- Ensure compliance with contractual quality commitments.

- Support Legal and Customer Care teams in quality-related disputes.

- Identify quality risks during project planning and feasibility.

- Strengthen governance through regular compliance audits.

6. Capability Building & Leadership:

- Train engineers, project teams, and contractors on quality standards.

- Promote best construction and finishing practices.

- Build customer-focused project delivery culture.

- Mentor Project Heads and QA/QC teams.

- Conduct quality awareness and technical training programs.

- Foster a culture of quality ownership and continuous improvement.

Key Success Metrics (KPIs):

- Reduction in customer complaints per unit.

- Reduction in project rework costs.

- Reduction in snag count during handover.

- Reduction in water leakage and seepage complaints.

- Improvement in First-Time-Right handovers.

- Improvement in project quality audit scores.

- Improvement in Customer Satisfaction (CSAT).

- Improvement in Net Promoter Score (NPS).

- Increased adoption of innovative construction technologies.

- Reduction in execution deviations from approved specifications.

- Higher compliance with quality standards and SOPs.

- Timely closure of NCRs and quality observations.

Ideal Candidate Profile:

Education:

- B.E. Civil Engineering or Bachelor of Architecture.

- MBA / M.Tech preferred.

Experience:

- 18-25 years in Real Estate Development or Construction.

- Experience in large residential, commercial, or mixed-use developments.

- Strong exposure to project execution and construction quality.

- Experience in QA/QC systems and finishing quality.

- Expertise in customer handover and possession management.

- Experience managing multiple consultants and large project portfolios.

Critical Competencies:

- Strong knowledge of construction quality management.

- Expertise in project execution and finishing excellence.

- Practical understanding of on-site construction challenges.

- Strong analytical and problem-solving skills.

- Ability to influence Project Heads, Consultants, and Contractors.

- Leadership and stakeholder management capabilities.

- Customer-centric approach to project delivery.

- Process improvement and operational excellence mindset.

- Strong governance and compliance orientation.

- Strategic thinking with execution focus.

- High attention to detail and finishing quality.

- Ability to drive innovation and digital transformation in construction.

- Excellent communication, negotiation, and decision-making skills.