Job Title: Assistant General Manager (AGM) CRM)

Department: CRM & Finance CoordinationReporting To: Head – CRMLocation: ChennaiCompany: DRA Homes

Position Overview

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.

Key Responsibilities – Collections Focus

1. End-to-End Customer Collections

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.

2. Demand Note & Billing Control

Coordinate with:Construction / Planning for milestone certificationFinance for demand note generationEnsure accurate, timely, and RERA-compliant billing.Validate GST, statutory charges, and price break-ups before customer communication.

3. Overdue, Default & Escalation Management

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 noticesCancellation triggersAgreement enforcement

4. Bank Loan & NOC Coordination

Ensure seamless coordination with:Customer bankersInternal finance teamsTrack loan sanction, disbursement, and shortfalls.Ensure timely issue of NOCs, disbursement requests, and compliance documents.Reduce disbursement delays impacting collections.

5. Pre-Handover & Final Dues Closure





Ensure 100% dues clearance before possession / handover.Drive closure of:Final demandsParking & amenities chargesMaintenance depositsRegistration-related paymentsAct as final authority on possession eligibility from a collections standpoint.

6. Interdepartmental Alignment

Work closely with:Sales – payment commitments & customer expectationsFinance – receivables, reconciliation & auditsLegal – defaults, notices, agreement clausesSite teams – milestone completion & certificationEnsure single version of truth on customer financial status.

7. CRM Team Leadership (Collections-Oriented)

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.

8. MIS, Controls & Reporting

Prepare and present:Aging analysis (0–30 / 31–60 / 61–90 / 90+ days)Project-wise receivables dashboardDefaulter list & risk exposure reportsProvide early-warning indicators to Head – CRM and Management.Support internal & statutory audits related to customer receivables.

9. Customer Communication & Risk Balance

Maintain firm but professional customer communication.Balance collections rigor with brand reputation & customer experience.Reduce disputes, cancellations, and litigation through proactive engagement.

Qualifications & Experience

Graduate / MBA (Finance / Operations preferred)12–18 years experience in Real Estate CRM & CollectionsProven track record in:High-value customer collectionsDefault managementPre-handover dues closureStrong Chennai residential real estate exposure preferred

Key Skills & Competencies

Robust negotiation & conflict management skillsDeep understanding of:Construction-linked payment plansRERA normsSale Agreement clausesFinancial acumen & MIS controlLeadership and cross-functional influenceExcellent written & verbal communication

📌 AGM-CRM (Chennai)
🏢 DRA Homes
📍 Chennai