Leading & guiding CRM team vertical for all operations including Collection, Post-sale processes, Possession, Registry etc. • Leading the Collections/Backend operations team with key focus on ensuring optimal utilization of resources & abilities • Responsible for building & implementing CRM/Collection strategies for achieving profitability norms. • Responsible for managing Customer Service, Complaint/Escalation, Process, Reconciliation & Team management • Verifying & approving final settlements, Interest waiver, property transfers • Ensuring complete & proper documentation leading to handover of physical possession of units • Managing Channel Partners network, Dealer Commission, Bank Loans, APFs & Mortgages. • Coordination with Sales, F i n a n c e & Accounts, Construction & Liasioning teams to ensure smooth processing & assuring client satisfaction. • Obtaining necessary approvals from Management required for better CRM functioning. • Preparation and presentation of MIS reports of assigned processes on scheduled basis to the Top management