Dgm - Property Service Division & Crm
CurrentAs Head of Property Service Division and Customer Relationship Management teams, I ensure -> Partner Management:• Set the right SLA with Partners and establish right expectations from them and their teams• Established an effective governance system to monitor partner performance across projects.• Drove digital mode of customer interaction management by partners> Post Possession Customer Experience:• Unification of customer service channels into a single-window system to optimize response times and 1:1 communication with residents and tenants.• Strategized Customer Engagement and drove Quality Improvement• Operations & maintenance of all electrical installations including DG sets, electricity distribution systems, panels, escalators & elevators and fire fighting equipment.>Critical Process:• Snagging and acceptance/transition of flats and common amenities,• Management of collection and expenses of Common Area Maintenance charges (CAM Charges),• Society formation, & Handover of entire responsibility including facilitating DOD to the residents’ society• Safety & security services including central security patrolling and 24x7 central security control room and deployment of trained security professionals> Quality:• Lead team member to drive flawless quality audit execution.• Presented audit findings and follow up actions to senior leadership• Civil work and general maintenance of the buildings.• Creation of interlock processes to achieve timely and quality resolution from projects team for post possession issues> External Support:• Facilitating on-ground support to regions to mitigate the issues in the event of crisis,• Horticulture support for periodic maintenance renewal/replanting.
