Senior Manager - CRM

Key

• Strong expertise in

  Banking Alliances & Loan Facilitation

  to manage bank and HFC relationships, ensure timely APF approvals, streamline loan disbursements, and drive revenue through connector codes.

• BANK Empanelment & Project APF

- Identify, onboard, and maintain relationships with multiple banks and HFCs.

APF (Approved Project Fund)

- Coordinate with legal, finance, and project teams to ensure timely submission of documents.

- Maintain tracker for bank empanelment status, APF renewals, and compliance documentation.

• Loan Disbursement Coordination

- Facilitate customer loan sanction and disbursement process end-to-end.

- Ensure timely disbursement against milestone demands to support project cash flow.

• Revenue Generation via Connector Code

connector code tie-ups

- Track monthly revenue through loan disbursals and ensure reporting & reconciliation.

- Develop incentive models to encourage internal sales teams and broker to route loans through empanelled banks.

• Bank Liaison & Relationship Management

- Regular engagement with bank officials to maintain strategic partnerships.

- Conduct quarterly performance reviews with key banking partners.

- Negotiate better terms, faster turnaround, and higher loan eligibility for customers.

• Loan Top-ups & LAP (Loan Against Property)

- Proactively identify existing customers eligible for top-ups or LAP.

- Coordinate campaigns for top-up offers in collaboration with banks.

- Track conversions and customer satisfaction for post-possession loan needs.

- Proficient in managing & leading teams for running successful process operations & experience of implementing procedures, service standards for business excellence.

- Target setting, Tracking, managing and developing Team in accordance with the organizations objectives

- Responsible for Demand Projections, Monthly/Annual Collection vs Demand plan.

- Handling all the top-level escalations for all the projects across the company.

- Ensuring customer satisfaction by achieving delivery of service quality norms.

- Overseeing smooth implementation of standards to minimize gaps in actual vs. required standards, conduct training to enhance skills & motivation levels.

- Implementing continuous improvement processes to enhance customer service and reduce response time.

- Efficient Record keeping, maintaining all physical & Digital customer data and documentation.

- Coordinating with cross- functional teams, Finance, Legal, IT, Customer Front-end teams to support resolution of customer issues.

- Pivotal in designing a process to handle complaints while ensuring set Service Levels are being met

• Managing Customer Relationship Management Division ensuring all activities in furtherance of CRM functions and responsible for promptly and proactively addressing all customer concerns.
• Overseeing Back Office support function for effective organization of daily operations and the preparation of (Daily/weekly/Monthly) periodical MIS reports and ensuring streamlined cash-flow.
• Proactive monitoring, management and delegation for timely completion of tasks.

  Role & responsibilities

Minimum

• Graduate with 12+ years of relevant experience in Back Office Operations/ Post sales function, in Real Estate domain.

• 10+ years of experience

  in

  home loans, mortgage/LAP sales, banking alliances, and loan disbursement

  , preferably from a

  bank, NBFC, or HFC

  with strong exposure to

  builder environment

  .
• Prior experience in Salesforce Platform / FARVISION / SAP.
• In-depth knowledge of Real Estate processes of Customer Lifecycle, Consumer trends & trade practices.
• Expertise in Data analysis, reports building, effective implementation of AI technologies etc.
• Understanding of Customer support function and Industry best practices.
• Strengthening the team through efficient solving and troubleshooting with strong analytical and problem-solving skills and can work as an individual contributor.
• Proficiency in MS office (Word, Advance Excel, PPT etc.)

  Preferred candidate profile