AGM-CRM

Department: CRM & Finance Coordination

Reporting To: Head CRM

Location: Chennai

Company: DRA Homes

The AGM CRM & Collections will lead customer collections, receivables management, and payment compliance across projects. The role ensures timely realization of dues as per construction milestones, minimizes overdue and default risks, manages customer negotiations, and works closely with Finance, Sales, Legal, and Site teams to protect cash flow while maintaining positive customer relationships.

Own entire customer receivables lifecycle from booking till final possession.

Ensure timely milestone-based billing, demand notes, and follow-ups.

Monitor collection targets vs actuals at project, tower, and unit level.

Drive monthly, quarterly, and annual collection plans aligned with business cash-flow goals.

Coordinate with:

Construction / Planning for milestone certification

Finance for demand note generation

Ensure accurate, timely, and RERA-compliant billing.

Validate GST, statutory charges, and price break-ups before customer communication.

Track overdue customers, bounced payments, and delayed EMIs.

Classify customers into risk buckets (soft delay / chronic / legal-risk).

Lead structured follow-ups, negotiations, and settlement discussions.

Handle high-value defaulters and escalated cases personally.

Coordinate with Legal for:

Default notices

Cancellation triggers

Agreement enforcement

Ensure seamless coordination with:

Customer bankers

Internal finance teams

Track loan sanction, disbursement, and shortfalls.

Ensure timely issue of NOCs, disbursement requests, and compliance documents.

Reduce disbursement delays impacting collections.

Ensure 100% dues clearance before possession / handover.

Drive closure of:

Final demands

Parking & amenities charges

Maintenance deposits

Registration-related payments

Act as final authority on possession eligibility from a collections standpoint.

Work closely with:

Sales payment commitments & customer expectations

Finance receivables, reconciliation & audits

Legal defaults, notices, agreement clauses

Site teams milestone completion & certification

Ensure single version of truth on customer financial status.

Lead CRM & Collections Managers / Executives.

Set collection KPIs, follow-up cadence, and escalation protocols.

Conduct weekly collection review meetings.

Train teams on customer negotiation, agreement clauses, and legal boundaries.

Prepare and present:

Aging analysis (030 / 3160 / 6190 / 90+ days)

Project-wise receivables dashboard

Defaulter list & risk exposure reports

Provide early-warning indicators to Head CRM and Management.

Support internal & statutory audits related to customer receivables.

Maintain firm but professional customer communication.

Balance collections rigor with brand reputation & customer experience.

Reduce disputes, cancellations, and litigation through proactive engagement.

Graduate / MBA (Finance / Operations preferred)

1218 years experience in Real Estate CRM & Collections

Proven track record in:

High-value customer collections

Default management

Pre-handover dues closure

Strong Chennai residential real estate exposure preferred

Strong negotiation & conflict management skills

Deep understanding of:

Construction-linked payment plans

RERA norms

Sale Agreement clauses

Financial acumen & MIS control

Leadership and cross-functional influence

Excellent written & verbal communication