About the Role:

The project has occupied residential towers alongside ongoing construction and inherited legal, contractual and operational challenges. The Executive Director will lead the Customer Grievance Management Cell and act as the single-point owner for all resident-facing matters, balancing customer expectations with business realities while ensuring transparent communication and timely resolution.

Key Responsibilities:

- Lead the Customer Grievance Management Cell.

- Build structured grievance redressal systems and escalation mechanisms.

- Personally manage critical customer escalations.

- Build trust with residents through town halls, regular communication and transparent updates.

- Drive closure of legacy issues including possession disputes, construction complaints, delayed commitments and contractual obligations.

- Work closely with Legal, Engineering, Finance, CRM and Project teams.

- Reduce litigation through mediation, negotiation and early intervention.

- Lead resident communication during crises, including delays, utility disruptions and public issues.

- Establish technology-enabled grievance tracking, dashboards and MIS.

- Report regularly to senior management on grievances, litigation trends and resident satisfaction.

Candidate Profile:

- 10+ years of leadership experience in residential real estate.

- Experience handling legacy or stressed projects with significant customer disputes.

- Preference for candidates who have worked with developers such as Unitech, Amrapali, ATS, Jaypee Infratech, Supertech or similar organizations.

- Strong legal, commercial and technical understanding.

- Demonstrated ability to manage resident communities and customer associations.

Educational Qualification:

- Mandatory: LL.B. or equivalent legal qualification.

- Preferred: MBA, Civil Engineering, Construction Management or certifications in Mediation/Arbitration.

Core Competencies:

Legal understanding, contract interpretation, technical appreciation, commercial acumen, negotiation, mediation, stakeholder management, crisis communication, leadership, emotional intelligence and ownership.

Leadership Expectations:

Take complete ownership of resident-facing matters, protect the company's commercial interests while acting fairly, foster transparency, and drive cross-functional execution.

KPIs:

- Reduction in customer complaints and litigation

- Faster grievance resolution

- Higher resident satisfaction

- Successful amicable settlements

- Improved online reputation

- Closure of legacy issues

- Effective cross-functional execution

Recommended Governance:

- Report directly to the MD/CEO.

- Lead a 12-20 member Customer Trust & Resolution Office.

- Chair a weekly Resident Resolution Committee comprising Legal, Construction, Finance, CRM, Facility Management and Sales.

- Publish quarterly Project Progress & Resolution Reports.

- Establish a Resident Satisfaction Index.