Customer Relationship Executive / Community Manager - Worli (Mumbai)

Roles & Responsibilities:

1. Common Area Maintenance:

a) Client Information System:

• Quarterly:

In coordination with internal stake holders, prepare and present Quarterly report (key pointers as listed below) to Association on a quarterly basis; revert on any queries/ specifics requested by Association. • Follow up with residents for CAM collections • Consumption details of water, power & diesel from APM Technical. • Details of manpower from log book report • Status of works undertaken/ in progress in the property- from the weekly tracker report. • Status of vendor payments Coordinate with ESPL-finance. • Snapshot of complaint management from app.

• Monthly:

To liase with all stake holders and prepare Monthly Information System (MIS) for the preceding month which captures key operational updates as: • Power, water, diesel consumption • Complaint management status • PPM completion status • Manpower status actuals Vs deployed for the month o To ensure monthly MIS is shared with Association on or before 10th of every month.

b) Complaint Management:

• To ensure all complaints/ issues notified by residents through phone calls/in person/any written mode is raised in incident management app, attended to promptly and resolved within the SLA (Service Level Agreement) period specified.
• To function as a single point of contact (SPOC) for all resident needs / complaints about the maintenance of common area and minor repairs in villas.
• To inform PM- technical on the complaints related to technical scope (basically equipment, seepages etc) registered in the app & co-ordinate for on-time resolution within SLA specified.

c) Receivables:

• Common Area Maintenance fees:

To update owner, tenant details (including move-ins/ outs), once a quarter 2 o To coordinate with ESPL finance and client to send out Quarterly CAM invoices (including previous dues, interest components for late payment if any etc) to the residents as per directive of client o To enforce late payment policy on defaulters as per directive of client till such time, the due payments is received in full to Association account.

• Other income (Move-in charges, Corpus etc):

To liase with residents & co-ordinate for move-in/move out charges in with coordination with other team members

To raise & share transfer charges, Move-in charges invoices etc with respective residents & co-ordinate for payments.

• Caution Deposits:

To inform residents who have requested for inside unit renovation/ refurbishment/ interiors etc on the policy of caution deposit for such works to be provided to Association via CRM; appraise them on the dos and don'ts including timings & possible deductions in the caution deposit for the damages done to common area during such works.

To assist in getting the interior / renovation checklist filled by resident.

d) To assist association in setting up process/ house rules etc aimed for betterment of community.

2. Move-in assistance:

• To make familiar and to the resident:

• Society By-laws, house rules/policies including time restrictions, material movement details, Debris management details.
• Internal contact / emergency list
• Contacts of vendor who service property (Internet, DTH, Gas etc)
• Details of CAM, Club fee, move-in charges etc.
• Introduction to the incident management APP

3. Communication/ Co-ordination with Association, Residents & stakeholders:

• To function as a single point of contact (SPOC) for all resident needs / complaints about the maintenance of common area and minor repairs in units.
• To co-ordinate with residents on payments & dues follow-up as listed above.
• To liase with authorized signatories in association for signatures of forms/ cheques (non-CMS mode).
• To communicate approved policies, adhoc information (water shut down, power issues etc) to all residents as & when required, on behalf of association.
• To co-ordinate with respective stake holders for setting up meetings, circulate key discussion points in an agreed format with all attendees within specified timeframe.
• To liase with ESPL finance for annual financials submission by June end every year & follow up for closure of association queries.
• Liase with association members for annual financials document sign-off.
• To liase with ESPL finance and receive status of funds, as & when required.
• To keep association updated on status of open points (if any) once in a fortnight via mail.

4. Data, Document & Stakeholder management:

• To collate and ensure Annual General body meeting (AGM) records notice, resolutions & MOM are maintained in a single platform & easily retrievable.for reference by the committee
• To raise Purchase request, post approval.
• To attend weekly Procurement meetings to assess status of requests/ quotes etc