Associate General Manager Key Handovers
Sierra-Cedar, Inc
Mumbai
3d ago

Job Description

Send me Jobs like this Key Purpose :

Become the champion for delivery of quality standards and services to customers inline with the Lodha policies; Manage the process of handing over properties to Customers professionally and contribute to building a positive customer experience.

Lead the handover team, supervise their activities, and coordinate with the other departments.

List of Responsibilities :

  • Plan & supervise the day-to-day handover activities to customers.
  • Provide innovate solutions to ongoing challenges and ensure customer satisfaction and positive customer experience.
  • Monitor the effectiveness of pre-handover inspections, ensure feedback is followed up and escalated where necessary.
  • Manage the customer snag list i.e. comments, requests, etc, and address them through proper communication, follow up, coordination and escalation with the related departments.
  • Inspect ready units along with the customer during home orientation in the final stages of handover and make sure that a detailed snagging is carried out and follow up with the contractors and consultants to see if the work is completed.
  • Assist customers along with the maintenance and quality assurance team in defect liability period
  • Continuously improve, streamline and enforce the Handover policies & processes.
  • Monitor current working practices, and effect changes in policies as and when required to enhance quality, achieve customer satisfaction and welfare.
  • Supervise cost control, and ensure adherence to the budget
  • Plan and mange operational costs and budget forecast
  • Effective hand-holding of HNI customer in the pre and post-possession stage
  • Maintain healthy CSAT metrics including post-possession CSAT >
  • 3 (on a scale of 1-4); possessions / KHO effectiveness CSAT >

  • Ensure 100% compliance in KYC
  • Interact with customers over call / face to face
  • Keyskills

    operations general management customer satisfaction cost control customer experience quality standards real estate residential

    Desired Candidate Profile

    Please refer to the Job description above

    Education-

    UG : Any Graduate - Any Specialization

    Company Profile : Lodha developers Ltd

    Lodha developers Ltd

    The Lodha Group is India's premier real estate developer providing comprehensive residential and office space solutions across real estate categories and diverse consumer segments with a footprint across Mumbai, Pune, Hyderabad and London.

    Established in 1980, the Group is currently developing in excess of 43 million sq. ft. of prime real estate, with 71 completed projects and 41 ongoing projects from luxury residences to large integrated townships.

    The Group has grown from turnover of INR 50 crores in 2003 to turnover of INR 8,000 crores in 2016, this is the fastest pace of sustained growth of any company in India (in any sector).

    The Group has extended its international foot print by acquiring the Canadian High Commission building in London for GBP 306 million and the site at 48 Carey Street in London for GBP 90 mm.

    The Group intends to develop a substantial housing business in the UK with planned investment of over GBP 3 billion by 2018.

    The Group currently employs over 3500 associates drawn from premier institutes and reputed firms. The leadership team comprises of associates with diverse and international experience.

    Not only do we attract top talent, but also have been recognized for retaining talent and being an employer of choice. As a result of its endeavours, the Group has numerous awards to its credit, from being among the 100 Great Places to Work in India for five consecutive years to being recognized by several prestigious institutions.

    Our mission is to be among the top 10 most profitable companies in the country (Non PSU) with a sales turnover of over INR 20,000 crores by 2021.

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