The role of Manager - CRM Leasing is responsible for overseeing and managing all facets of lease administration, customer and contract data management, financial transactions, documentation, and investor relations associated with leasing activities. The ideal candidate will demonstrate a meticulous attention to detail, strong organizational skills, and the ability to collaborate effectively across internal departments and with external stakeholders.

Role Purpose

The Manager - CRM Leasing is responsible for end-to-end lease management, ensuring seamless execution of lease documentation, accurate accounting of security deposits and rental payments, timely communication with accounts and investors, and maintaining up-to-date and compliant records for all lease-related transactions. The role requires proficiency in real estate software such as SAP - REFX, SD modules, Sales Force (SFDC) CRM tools, sound understanding of financial processes, and the ability to proactively manage multiple lease agreements, including renewals and pass-through rental arrangements.

Key Responsibilities

Lease AdministrationCRM - Leasing & Billing Management:

- Creation and management of asset inventory on SAP REFX, ensuring accuracy and updation in alignment with the actual property on a regular basis

- Review and process Lease Confirmation Forms based on the finalized Letter of Intent (LOI) to initiate the lease agreement process.

- Accurately create and maintain customer and contract details in the SFDC, SAP REFX system for all new and existing leases.

- Ensure that security deposit payments are properly recorded and promptly forwarded to the accounts department for further processing and compliance checks.

- Support leasing team in preparation of lease deeds for execution, ensuring all terms are as per the LOI and understanding with clients. Coordinate the signing process by sending the documents to relevant parties for signatures.

- Ensuring compliance to DMS protocols, maintaining both digital and physical records

- Run monthly invoicing , ensuring billing accuracy, tax & audit compliance and timely distribution to tenants within 1st of every month.

- Co-ordinate with accounts department for accounts window opening, payment receipt & tagging, collections related reports information.

- Account for all payments as they are received, updating records in REFX, and ensure these are communicated to and processed by the accounts department.

- Conduct consistent follow-ups with tenants regarding overdue payments, maintaining a documented professional approach to collections and ensuring prompt resolution of outstanding dues.

- Oversee and monitor the registration of lease deeds, ensuring all legal requirements are fulfilled and documentation is completed in a timely fashion.

- Monitor the overall CRM process, regularly reviewing the standard/custom reports related to inventory, lease deeds, invoicing related metrics, to report to the management on periodic basis, flagging critical issues.

- Coordinate with the accounts department to facilitate the release of agency commissions to IPCs (International Property Consultants) upon full receipt of security deposits from tenants. Ensure that all commission-related information is accurate and in compliance with internal guidelines.

Pass-Through Rent Management:

- Upon receipt of rental payments from tenants, promptly post rental amounts in REFX for each respective investor. Prepare and send a detailed list to the accounts department to enable payment release to investors.

- Collect cheques from the accounts department for investor payments and ensure these are securely and promptly couriered to the respective investors, maintaining records of dispatch.

- Annually calculate interest on security deposits received from tenants, based on the prevailing MCLR rate, and coordinate the release of interest cheques to the investors.

- Prepare and distribute Form 16 and rent statements to all investors annually, ensuring compliance with statutory requirements and maintaining transparency in financial dealings.

- Facilitate pass-through rental payments as and when required, ensuring timely and accurate processing per investor agreements and company policy.

Management Information System (MIS) and Record-Keeping:

- Ensure that all leases, including new agreements and renewals, are updated in the MIS (Management Information System) immediately to maintain real-time accuracy and facilitate seamless internal reporting.

- Release periodic reports to management on business performance metrics related to Invoicing, collection, outstanding, terminations, write-offs, etc.

- Ensure accuracy of property wise rent rolls and support Business strategy teams for in-time updation, sharing of rent roll reports.

- Maintain and update comprehensive digital and physical files for all lease-related documentation, ensuring easy retrieval and compliance with audit requirements.

Skills and Competencies

- Attention to Detail: Ability to manage complex documentation and financial records with precision.

- Technological Proficiency: Experience with real estate software, preferably SAP REFX, SFDC and strong computer literacy in MS Office applications, importantly 'Proficient' level expertise in MS Excel.

- Communication: Excellent verbal and written communication skills for liaising with tenants, investors, internal departments, and external partners.

- Organizational Skills: Capable of prioritizing tasks, handling multiple lease agreements simultaneously, and meeting stringent deadlines.

- Problem Solving: Analytical approach to resolving payment issues, discrepancies, or contractual queries efficiently.

- Team Collaboration: Ability to work cross-functionally with the accounts, legal, sales, and property management teams.

- Confidentiality: Maintain discretion and confidentiality in all dealings with sensitive client and company information.

Qualifications and Experience

- Ddegree in business administration, Finance, Commercial Real Estate, or a related field.

- 8-10+ years' experience in real estate leasing, property management, or a similar customer relationship management role.

- Proven experience in handling lease documentation, billing, and MIS reporting is highly desirable.

Key Relationships

- Reports to: Head - CRM

- Works closely with: Leasing Team, Business Strategy team, Accounts Department, Legal Team, Property Management and External Partners (Tenants, Investors, Agents)

Performance Indicators

- Timeliness and accuracy of lease documentation processing

- Compliance with lease registration and statutory requirements

- Efficient handling and reconciliation of financial transactions

- Real-time updating of MIS and documentation, diligent reporting to management.

- Effective communication and relationship management with investors, tenants, and internal teams

- Prompt and accurate distribution of payments, statements, and statutory forms

- Efficient follow-up, successful collection and accounting of management fees

Work Environment and Growth Prospects

The Manager - CRM Leasing will operate in a fast-paced and collaborative office environment, with frequent interactions with internal teams and external stakeholders. This role provides opportunities for professional development in real estate leasing, financial management, and operations. High-performing individuals may advance to senior positions in leasing, property management, or client relationship management within the organization.

Note: The above job description outlines the principal functions and responsibilities of the Manager - CRM Leasing. The duties may evolve based on organizational needs and regulatory changes. Candidates should demonstrate adaptability, integrity, and a proactive commitment to excellence in all areas of their work.