About the role
Job Description - Maintenance Collections & CRM
Location
Head Office, Gurgaon
CTC
upto 15,00,000 per annum
Reports To
Senior Management / Leadership
Role Summary
This role owns the maintenance P&L across all Shubhashray sites from resident collections and rate revisions to service delivery through site maintenance teams. It is the single point of accountability for ensuring residents pay on time, stay satisfied, and continue paying when rates are revised. The person will act as the calm, senior face of maintenance operations with residents while coordinating closely with Legal, CRM, site teams, vendors, and senior management.
Key Responsibilities
Collections
Own maintenance collections across all sites; drive on-time payment culture; run structured follow-up and escalation with defaulters in coordination with legal.
Resident Relationship
Build direct, trust-based relationships with residents/RWAs; be the calm, senior point of contact for escalations and heated interactions.
Rate Revisions
Communicate and manage resident expectations around maintenance rate increases, protecting collection rates through the transition.
P&L Ownership
Own site-wise maintenance P&L cost control, vendor spend, and billing accuracy across all sites; track fund flow from collection to bank deposit and reconciliation, ensuring timely, transparent movement of resident payments with no leakage or delay.
Team Delegation
Delegate and monitor site maintenance teams against SLAs and resident satisfaction benchmarks.
Vendor Management
Manage vendors for on-site assets STP, lifts, security, housekeeping, horticulture, and other AMC services.
Cross-functional Coordination
Coordinate with Legal (dues recovery, RWA handover, IFMS matters), CRM (resident data and communication), and senior management on pricing and strategy.
Strategy Input
Represent maintenance operations in leadership reviews; recommend strategy on pricing, service levels, and site-wise turnaround plans.
Ideal Candidate Profile
- Any graduate; a background in law, business administration, or facilities management is a plus.
- 5-8 years of experience in CRM, facility/township management, or resident services real estate or residential township experience strongly preferred.
- Working knowledge of RWA/society management, IFMS, and maintenance billing cycles.
- Demonstrated ability to hold calm, professional conversations under conflict this is a non-negotiable requirement given the resident-facing nature of the role.
- Comfortable owning a P&L and being measured on collection outcomes, not just task execution.
- Strong cross-functional coordination skills — able to work fluently with Legal, CRM, site operations, and leadership.