Dy.General Manager-Customer Care Services

This role is responsible for managing the complete customer handover process for completed residential apartments or projects, from readiness confirmation to final possession and post-handover support. The position ensures that each unit is inspected, snags are identified and closed, documentation is complete, and customers receive a smooth, transparent, and professionally managed possession experience. The role requires close coordination with project, QA/QC, MEP, CRM, legal, collections, customer service, facility management, and estate teams to ensure timely handover, defect-free delivery, and effective customer grievance resolution within agreed timelines. Purpose of the Role The purpose of this role is to ensure that every customer receives a completed, safe, compliant, and ready-to-use apartment at the time of possession. The role acts as a bridge between the customer and internal departments, ensuring that all technical, commercial, documentation, and service-related requirements are completed before and after handover. Scope of Work Manage pre-handover readiness checks for apartments, common areas, amenities, infrastructure, and essential services. Coordinate snag identification, tracking, de-snagging, reinspection, and closure with the project and support teams. Handle customer walkthroughs, possession formalities, handover kits, key handover, and acknowledgement documentation. Maintain accurate records in CRM, SFDC, C4C, Qwikspec, MIS trackers, or any other applicable system. Support post-handover issue resolution, customer grievance management, escalation handling, and service improvement. Key Responsibilities Plan, schedule, and execute unit handovers with internal teams. Conduct pre-handover inspections to confirm unit readiness, specifications, quality, and customer experience. Identify, document, follow up, and close snags within agreed timelines. Coordinate with construction, QA/QC, MEP, project, legal, collections, CRM, customer service, and facility management teams for seamless execution. Verify statutory approvals, completion certificates, CRM clearances, and required handover documents. Monitor the readiness of apartments, common areas, amenities, infrastructure, and essential services before possession. Customer Interaction and Documentation Manage customer walkthroughs, inspection formalities, registration coordination, and final handover documentation. Brief customers on unit specifications, handover documents, key lists, defect liability period, maintenance norms, and applicable guidelines. Record customer grievances, queries, snag lists, and handover status accurately in CRM, SFDC, C4C, or other applicable systems. Document customer communications, commitments, and handover interactions for tracking and future reference. Capture customer feedback and support service improvement initiatives to enhance satisfaction. Coordination and Reporting Coordinate with project, CRM, sales, legal, collections, QA, MEP, facility management, and estate teams to resolve handover-related issues. Track handover progress, pending snags, escalations, and customer complaints against agreed timelines. Prepare and share MIS reports on handover status, snag closure, grievances, and escalation ageing. Escalate unresolved or critical matters to relevant stakeholders for timely intervention and closure. Required Skills and Competencies Strong customer service, communication, and relationship management skills. Sound knowledge of residential handover, snagging, quality checks, and possession processes. Ability to coordinate across teams and follow up effectively until closure. Working knowledge of CRM, SFDC, C4C, MIS reporting, and grievance tracking systems. Professional approach to problem-solving and escalation management. High attention to detail in documentation, compliance, and customer commitments. Expected Outcomes Timely and well-coordinated apartment handovers. Improved zero-snag or minimum-snag handover performance. Complete documentation and tracking of customer interactions and issues. Customer grievances resolved within agreed TATs. Improved customer satisfaction during possession and post-handover support.