Job Description - Head - Post Possession

Real Estate | Customer Handover | Property Operations | Society Transition

Department - Post Possession / Customer Experience

Reporting To - Senior Management / CEO

Location - Head Office with regular site visits across Mumbai, Thane & Kalyan

Employment Type - Full-time

Experience - 12-18 years in real estate post-possession / property operations, including 5+ years in a leadership role

Role Purpose

Lead the complete post-possession function across delivered and under-maintenance projects, ensuring a smooth customer handover experience, productive building operations, disciplined financial and vendor governance, timely complaint resolution, and structured transition of projects to co-operative housing societies. The role acts as the central link between customers, Engineering, Accounts, Legal/Liaisoning, CRM/After Sales, vendors and external authorities.

Key Responsibilities

1. Possession & Customer Handover




- Own the end-to-end possession process from receipt of handover intimation through final possession documentation and customer handover.
- Ensure all commercial dues and applicable possession, maintenance, share money and society formation charges are verified/collected before handover, in coordination with Accounts/CRM.
- Coordinate with Engineering/site teams to confirm flat readiness, including finishing, deep cleaning, fittings, locks, VDP/intercom, grills and other committed specifications.
- Ensure customers receive clear possession communication, inspection support, payment receipts and timely resolution of handover-related queries.

2. Post-Possession Customer Experience
- Own the escalation framework for post-possession complaints received through email, phone, WhatsApp or other approved channels.
- Coordinate with Engineering and vendors for repair/rectification work, communicate realistic timelines to customers and drive closure within agreed service levels.
- Conduct customer/society meetings for rec

📌 Head - Post Possession (Property Management) (Thane)
🏢 Raunak Group
📍 Thane