Mantri Developers - Deputy General Manager - Customer Relationship Management - Residential/Commercial

Job Title - DGM, Customer Relationship Management (Residential/Commercial)

Department : SMC

Location Bangalore

Reporting to : Director- HR & Marketing

Jobs Reporting into

Job Objective: To ensure the maintenance and upkeep of completed residential / commercial properties of MDPL and ensure their effective management in line with the brand promise; develop internal SLAs with the projects team on property handover and ensure efficient knowledge transfer from them to the Facility Management team

Primary Responsibilities:

Strategic

- Monitor and Ensure maintenance and service agreements are best in the industry or region

Operational:

- Contribute in preparation of the service charges to be recovered from the customers for operation and maintenance services in consultation with the Senior Management

- Ensure effective and continuous feedback mechanism with the customers and customize operations and maintenance services accordingly

- Provide inputs to the marketing team to conceptualize and execute various events across different properties to enhance brand image

- Monitor and review vendor empanelment and tendering process.

- Critically analyze, review and report performance of each of the vendors and ensure enforcement of service level agreements

- Coordinate with various vendors for services like contracts like security, building / mechanical / electrical works, landscaping, pest control and any other contract deemed necessary for the management of the properties

- Ensure effective execution of services as per lease and service level agreements in close coordination with vendors and customers

- Interface closely with the project delivery team to be aware of the key design parameters

- Ensure effective handholding of customers from the date of sale till possession and oversee responses to customer needs and queries

Financial:

- Drive cost saving initiatives through proactive facility management initiatives

- Ensure effective insurance management reducing business risks and costs

- Ensure accurate and timely billing and collections

People:

- Design and implement training programs for the team and ensure development of capabilities to be on par with the emerging trends in the industry

- Conduct performance appraisals on departmental staff / personnel. Assess and fulfill training and career development requirements

Key Result Areas /Key Performance Indicators:

Financial Perspective:

a. Continuously improve bottom line

Customer Perspective :

Customer Satisfaction

a. % reduction in operating costs without compromising on the service levels

b. Accuracy and timeliness of billings and collections

Customer Perspective a. Customer Satisfaction

c. % increase in customer satisfaction scores on facility management services

Internal Process Perspective a. Execution Excellence

d. % reduction in turnaround time for customer complaints

e. % reduction in number of customer complaints escalated

f. Adherence to SOPs for customer compliant monitoring, quality inspection procedures for completed properties by X date

g. Number of initiatives taken for customer engagement

Learning and Growing Perspective :

a. Training

b. Performance Management System

c. People Engagement

a. % achievement of training man hours per employee as per the schedule

b. Develop department scorecards by X date

c. Department E-Sat score

d. Timely resolution of employee dissatisfaction issues highlighted in the survey

External Interfaces:

- Customers

- Vendors

- Service Providers

Internal Interfaces:

- Project Delivery Team

- Finance

- Branding

- Sales

- Legal

Desired qualifications MBA (in any discipline)

Desired experience - 15+ years experience with at least 9 years experience in a homecare / property management role in the real estate or hospitality industry

Knowledge and Skills -

Technical Knowledge -

- Knowledge of the real estate sector and factors directly / indirectly influencing it

- Knowledge of contracts and drafting of service level agreements

- Knowledge of costing and accounting techniques

- Knowledge of design management and construction management processes

Behavioral Skills -

- Customer orientation

- Negotiation skills

- Planning and organizing skills

- Interpersonal Skills