Head of CRM
MAG Properties
Total des années d'expérience :28 years, 7 Mois
➢ Responsible for the entire operations ranging from Project registrations, Inventory Management, Contracts, Collections, Unit registrations/Cancellations, CRM & Handover.
➢ Work closely with IT to implement system changes and process changes in a timely manner.
➢ Create and implement strategies for the various functions.
➢ Monitor and align operations in line with company objectives.
Manage the Sales Admin and Contracts department and implement process improvements while maintaining Quality and efficiency.
➢ Ensure all project information and Inventory is up to date in Salesforce and follow-up is done with respective departments for blocked units due to Design change, Legal, Management, etc.
➢ Ensure proper Inventory management for blocking and release of units to ensure availability of units for sale.
➢ Follow-up with sales and reject units not having paid the downpayment or incomplete documentation.
➢ Ensure that customer information is correctly updated in Salesforce and required documentation is available for all booked units.
➢ Ensure SPA’s are issued within the SLA and promptly executed once signed and received from customers
➢ Ensure proper Document Management system is implemented for all original documents.
➢ Work closely with IT to implement system changes and process change implementations in a timely manner.
➢ Provide periodic MIS to management.
➢ Ensure the smooth and efficient functioning by management, training, and assessment of staff.
➢ Manage and monitor the follow-up for all cheque return cases and ensure that legal action is promptly taken in line with company policy for defaulting tenants.
➢ Manage and monitor the follow-up of renewal cases where tenants have not renewed their tenancy contract and ensure that legal action is promptly taken in line with company policy for defaulting tenants.
➢ Manage and monitor the requests for DM inspection and cases are registered where the tenant fails to agree with the final maintenance report after vacating the premises.
➢ Manage and monitor the legal cases to ensure that proper and timely submissions are made and eviction/execution requests are timely placed for defaulting tenants.
➢ Meet defaulting tenants to settle the matter by offering a payment plan or discount wherever required.
➢ Meet tenants having various issues viz Cancellation requests, maintenance issues, refund of the security deposit, etc. and provide a solution to settle the matter.
➢ Review the Tenancy Contracts and provide recommendations to management.
➢ Take up existing issues and fresh requirements with the IT department to have them implemented.
➢ Provide periodic MIS to management.
Accomplishments:
➢ Significantly optimized operational efficiency by streamlining & aligning various processes to business requirements resulting in reduced TAT.
➢ Defined & implemented SLA’s & KPI’s for sales processes leading to increased customer & vendor satisfaction.
➢ Automated various processes for Offer Management, special approval for discount, offers, & payment plan and Security approvals in Salesforce.
➢ Implemented Digital Booking form (with DocuSign) and Digital SPA in salesforce leading faster TAT.
Accountabilities:
➢ Focus on coaching & mentoring team members for meeting business objectives and rendering superior quality service.
➢ Develop operational effectiveness strategy to support the overall goals, improve productivity, achieve sustainable value and desired customer experience.
➢ Establish the department’s policies, procedures and processes, SLA’s and Authority Matrix and ensure adherence and implementation.
➢ Collaborate with various support teams in ensuring seamless operations across departments.
➢ Ensure sales offices are maintained to the highest standards and reception is manned adequately.
➢ Monitor the overall effectiveness of the procurement process and efficiency of the related transactions.
➢ Manage the onboarding and offboarding of all sales & operations staff.
➢ Coordinate & ensure the smooth launch of new projects and Events in coordination with Marketing & projects.
➢ Identify operational risks and take corrective action.
➢ Manage Internal and Government Audits and ensure appropriate action is taken towards rectifying any observed issues to avoid recurrence.
Accomplishments:
➢ Defined processes & implemented KPI’s for sales & operations to drive efficiency and customer satisfaction.
➢ Setup the collections section and defined the process and SLA’s for reminders and follow-ups.
➢ Defined the requirements, participated in information gathering sessions and oversaw the UAT for the new software implementation covering the entire sales & operations.
Accountabilities:
➢ Focus on seamless functioning of the dept. through recruitment, management, training & assessment of staff.
➢ Collaborate with various support teams in ensuring seamless operations across the department.
➢ Focus on grooming & mentoring team members for enhancing client satisfaction and business generation by rendering superior quality service.
➢ Manage the Leads Team to ensure proper recording, follow-up, assignment to sales staff and rotation. Analyze lead data to provide reports to Marketing team for monitoring and implementing marketing activities.
➢ Manage inventory by issuing quotations, updated documentation to sales. Focus on having complete documentation and signed Sale and Purchase agreement for all sales transactions.
➢ Ensure that approvals are in place for all deviations in line with Authority Matrix.
➢ Ensure accurate daily and weekly reporting of sales transactions.
➢ Focus on follow up with clients and respective stakeholders for ensuring collection of overdue payments for accomplishing organizational collection targets.
➢ Ensure collections made by Cash, Cheque are deposited in a timely manner in the bank and reported to finance.
➢ Manage issuance of payment reminders for due payments. Maintain updated approvals for payment extensions provided to customers.
➢ Ensure agreements are in place for all sales and executed agreements are stored securely.
➢ Ensure sales documentation is filed correctly for proper retrieval.
Accomplishments:
➢ Established the CRM function and significantly enhanced operational efficiency by streamlining & aligning various processes to industry standards and regulatory requirements.
➢ Defined and implemented the procedure manual for CRM, Collections & Sales Administration.
➢ Defined & implemented customer query handling SLA’s for response time and issue/complaint resolution.
➢ Successfully resolved issues for customers affected by change in master plan.
➢ Achieved collection targets of 1 Billion for 2015 and 1.7 billion for 2016 being 95% of overall due payments.
➢ Defined the requirements, participated in information gathering sessions for the new software implementation covering the entire sales, operations & CRM.
➢ Jointly reviewed & finalized the Home Owner’s manual with the development & FM teams.
Accountabilities:
➢ Focus on recruitment, grooming & mentoring team members for enhancing client satisfaction and business generation by rendering superior quality service.
➢ Collaborate with various support teams in ensuring seamless operations across the department in compliance to organizational policies & procedures.
➢ Interact with clients for collating & evaluating requirements and rendering solutions in compliance to various SLA parameters.
➢ Establish the department’s policies, procedures and processes, SLA’s and Authority Matrix and ensure adherence and implementation.
➢ Coordinate with various support teams in conducting root cause analysis of complaints and issues for implementing effective remedial measures.
➢ Manage inventory by issuing quotations, updated documentation to sales. Focus on having complete documentation and signed Sale and Purchase agreement for all sales transactions.
➢ Monitor the follow up with clients and respective stakeholders to ensure collection of overdue payments for accomplishing organizational collection targets.
➢ Manage issuance of Demand Letters, payment reminders and DLD notices for due payments. Maintain updated approvals for payment extensions provided to customers.
➢ Minimize penalty by conducting pre-registration of sales within the 60-day period. Update development team for sales on a quarterly basis and approve changes post obtaining signature from customers.
➢ Ensure agreements are in place for all real estate agents and periodically renewed with complete updated documentation in respect of valid trade license and RERA registrations.
➢ Ensure customer queries and requests for assignments / transfers are suitably handled and brought to closure.
➢ Assist customers seeking to assign / transfer their units by providing information and checking the documentation submitted.
➢ Ensure that assignments / transfers are carried out as per the company procedure and local regulations.
➢ Ensure that documentation required for assignments / transfers are complete and properly attested with required translations.
➢ Interact with banks offering mortgage to clients based on project requirements. Prepare & present various status reports for the senior management and other stakeholders to enable effective decision making.
➢ Liaise with DLD for issuance of default notices & cancellations and other CRM related matters.
➢ Ensure that pre-snagging of all units is satisfactorily completed prior to issuance of handover notices.
➢ Document & archive business correspondences based on organizational policies and procedures.
➢ Manage Internal and Government Audits and ensure appropriate action is taken towards rectifying any observed issues to avoid recurrence.
Accomplishments:
➢ Designed the process and wrote the policy for assignments in line with DLD regulations.
➢ Wrote the Contracts handbook defining the policies and procedures with documentation requirements for circulation to Sales personnel & internal departments.
➢ Automated the generation of the Sale and purchase agreements thereby increasing efficiency & reducing cost.
➢ Implemented an efficient filing system enabling quick retrieval of documents / Contracts.
Accountabilities:
➢ Ensure smooth and efficient functioning of the department by adequate recruitment, management, training and assessment of staff.
➢ Follow-up with internal departments to obtain Project information, Layouts and Agreement formats.
➢ Manage inventory of unit’s & co-ordinate with marketing & projects departments for launch of new projects.
➢ Prepare Disclosure Statement based on template released by Legal department for new projects and periodically update them for new sales based on project status.
➢ Ensure that the sale data is uploaded in the RERA Interim Register (Oqood) accurately along with Mortgage information (if any) within the giving time frame.
➢ Review the agreements published by Legal departments and provide feedback.
➢ Ensure payment terms are as approved and approvals are in place for any variations.
➢ Ensure proper documentation in respect of apartment bookings are in place before generation of the agreements including approvals for price variance.
➢ Ensure Sale and Lease Agreements is issued promptly and dispatched to buyers for their signature and the same is followed up until receipt.
➢ Co-ordinate with Banks for Approvals & documentation for marking Lien on Units under Mortgage to banks.
➢ Manage and Monitor the Follow-up with sales offices for missing documentation.
➢ Manage and monitor the call center for follow-up with Customers to sign & return SPA’s.
➢ Manage and monitor the Verification Team verifying the Sale & Purchase agreements ensuring that it has been signed on all pages & the signatures are as per the passport / Reservation form.
➢ Take up existing issues and fresh requirements with IT department to have them implemented.
➢ Provide periodic MIS to management.
Accomplishments:
➢ Was promoted from Customer Service In-Charge to Head of Correspondent banking Dept.
➢ Set up the Correspondent Banking Dept., the centralized Inquiry unit and consolidated the Remittances Department
➢ Increased the correspondent banks from 30 to over 100 while retaining cordial relationship with the existing accounts
➢ Participated in the management team, which won the prestigious Dubai Quality award
➢ Successfully developed & implemented SLA’s with an escalation matrix for handling queries and processing of remittance transactions thereby increasing customer satisfaction.
➢ Set up the SWIFT-MACUG interface (Corporate connectivity) in the Closed User Group of various international & regional banks thus demonstrating capability leading to the direct inclusion of Exchange houses in the SWIFT network. Was invited to be a guest speaker for SWIFT regional conferences in Bahrain & India
➢ Initiated & implemented interfacing of Payment Instructions from internal systems to SWIFT & Proprietary systems of Banks enabling straight through processing and eliminating errors to reduce operational costs
Accountabilities:
➢ Focus on seamless functioning of the department through recruitment, management, training and assessment of staff
➢ Tie-up with new banks as per business requirement &product development
➢ Managed all the payments and remittances of the corresponding banking products and services; as well benchmark in terms of cost, risk and service standards
➢ Strategically reviewed and analyzed the performance of products in regards to price, kind of customer base and market position
➢ Reviewed and monitored the operations, in order to maintain efficiency in the work flow and staffing requirements
➢ Managed and updated manuals / write-ups, operating instructions & database, SLA’s and AML requirements for all correspondent banks and branches concerning remittance products.
➢ Administered the SWIFT Alliance System and act as a KMO for exchange of BKE
➢ Reviewed SOPs/internal processes, suggested improvements to leverage customer satisfaction index
Remittance Dept
➢ Interbank Transfers, Bank Transfers (MT200, 201 202).
➢ Customer Transfers, Inward and outward payments (Local & Foreign Currency).
➢ Obtain disposal instructions from customers and non-customers for high value transactions.
➢ Handle SWIFT / Telex queries pertaining to Inward and outward payments
➢ Maintain Vostro Accounts.
Clearing
➢ MICR & National clearing including returned Cheques
➢ Check for Overdraft / Credit Facility & Disposition on Overdraft.
Cash
➢ Receipt & Payments.
➢ Purchase and sale of Foreign Currencies.
➢ Issuance and surrender of Travelers Cheques.
➢ Cash Vault opening and closing including periodic vault cash count.
➢ ATM - refilling of cash, reconciliation & collection of Cash & cheques deposited.
Front Office
➢ Cheques for Collection including purchase and realization.
➢ Reconciliation of Inter-branch, Sundry & Working accounts.
Trade Finance
➢ Inputting, reviewing all types of transactions relating to Letters of Credit (Import & Export), Letters of Guarantee, Bill Discount, Bills for Purchase and collection.
➢ Verifying signatures and customer requests for issuance of Documentary Credits, Letters of Guarantee and Trust Receipts against sanctioned limits to be referred for approval.
➢ Ensuring shipping documents received are kept in safe custody until delivery to customers.
➢ Taking effective and quick action on Customer requests, instructions and queries received.
➢ Cash - receipts and payments
➢ Purchase and sale of Foreign Currencies
➢ Account Opening & Closing.
➢ Issuance of Pay Orders & Demand Drafts.
➢ Cheque Book Issuance and processing of Standing Orders.
➢ Fixed Deposits (Time / Recurring / NRE / FCNR.