Key Responsibilities/ Accountabilities

Financial / Functional perspective

- Ensure accuracy and timeliness of billing, demand letters, and milestone processing

- Support achievement of collection targets through backend coordination

- Reduce revenue leakage through strong documentation and system controls

- Monitor backend MIS impacting cash flow and financial reporting

Customer/Stakeholder perspective

- Enable seamless customer experience through efficient backend CRM support

- Support front-end CRM teams in resolving customer queries within defined SLAs

- Act as escalation point for backend-related customer issues

- Coordinate with banks, legal teams, and internal stakeholders to meet customer commitments

Internal Process Perspective

- Lead backend CRM operations including documentation, registrations, and records management

- Ensure adherence to CRM SOPs, policies,



and audit requirements

- Oversee CRM data accuracy, uploads, validations, and reconciliations

- Review and publish CRM MIS, dashboards, and trackers

- Coordinate with Sales, Front-end CRM, Legal, Finance, Projects, and IT teams

- Identify process gaps and drive standardization and continuous improvements

- Guide and review work of Team Members – CRM (Back End Operations)

Learning & Growth/Development Perspective

- Coach and develop backend CRM team members

- Build solid process, documentation, and system capability within the team

- Promote accuracy, ownership, and continuous improvement culture

- Drive training on CRM systems, compliance, and backend best practices

📌 Assistant Manager CRM (Mumbai)
🏢 Larsen u0026 Toubro
📍 Mumbai