Dy. Manager - Customer Relations

Financial

• Drive timely collections to ensure minimal receivables
• Develop the Department budget in consultation with the Head Marketing (Residential); Ensure adherence to the sameRole & responsibilities

Strategic

• Develop and implement the customer relations strategy for BEL in consultation with the Head Marketing (Residential)
• Survey the global environment to identify best practices in the areas of customer relations; Evaluate feasibility of implementing the same in BEL

Operational

• Work closely with the Engineering Department to understand project status and delays (if any); Ensure timely communication of the same (status updates) to the customer
• Regularly interact with customers to understand issues / concerns / complaints / modification requirements; Communicate these promptly to the Engineering Department and ensure timely resolution of the same
• Work closely with customers and the relevant banks / financial institutions to obtain the required documentation and drive timely collections
• Coordinate with key departments (Engineering, Finance, Legal, Liaison etc) to ensure timely completion of all handover formalities
• Maintain a repository of customer issues / queries; Provide inputs to the relevant departments to ensure incorporation of customer feedback into future projects
• Monitor preparation of instalment records, final account statements etc.
• Ensure accurate and timely MIS preparation for the Department; Periodically submit the same to the Head Marketing (Residential)
• Develop / update Department SOPs; Lead the development of a framework for effective handling collections, documentation and other formalities (post-sale and prior to handover) and continuously update the same
• Assist the Head - CRM in reviewing and updating the Job Descriptions for roles across Customer Relations

Preferred candidate profile