Purpose/Objective

To lead and manage back-office operations for customer relationship management (CRM) functions across real estate projects, ensuring seamless execution of post-sales processes, documentation management, customer data governance, collections coordination, handover support, and operational compliance.

The role is responsible for driving process efficiency, enhancing customer experience, maintaining operational controls, and ensuring accurate transaction management throughout the customer lifecycle.

Key Responsibilities of Role

CRM Back Office Operations Management - Manage end-to-end back-office operations related to customer bookings, agreements, registration, invoicing, collections, possession, and customer account management.

- Ensure accurate processing of customer transactions and maintenance of customer records.
- Monitor operational workflows to ensure adherence to established service standards and timelines.
- Develop and implement process improvements to enhance operational efficiency and customer satisfaction.

Documentation & Transaction Management - Oversee preparation, verification, and maintenance of customer agreements, allotment letters, NOCs, possession documents, and related records.

- Ensure completeness and accuracy of all customer documentation.
- Coordinate with Legal, Finance, and Sales teams for document execution and compliance requirements.
- Maintain centralized document repositories and customer databases.

Collections & Payment Coordination - Monitor customer payment schedules and coordinate with CRM, Sales, and Finance teams for collections.





- Track outstanding receivables and support recovery initiatives.
- Ensure timely issuance of customer communications related to payment demands, reminders, and receipts.
- Review customer account reconciliations and resolve discrepancies.

Customer Lifecycle Management - Support customer onboarding, agreement execution, registration, fit-out, possession, and handover activities.

- Ensure timely resolution of operational and documentation-related customer queries.
- Monitor customer service requests and coordinate with respective departments for closure.
- Drive customer experience initiatives across all project touchpoints.

Process Governance & Compliance - Ensure compliance with RERA, company policies, internal controls, and regulatory requirements.

- Implement SOPs and operational controls to minimize process risks.
- Support internal, statutory, and compliance audits by ensuring document readiness and process adherence.
- Monitor operational KPIs and recommend corrective actions where required.

MIS & Reporting - Prepare and review project-wise operational MIS related to bookings, collections, registrations, possession status, and customer accounts.

- Generate dashboards and reports for management reviews.




- Analyze operational data and provide insights for business decision-making.
- Monitor service-level adherence and operational performance metrics.

Stakeholder Management - Coordinate with Sales, Finance, Legal, Projects, Facilities, and Customer Service teams to ensure seamless customer lifecycle management.

- Manage relationships with registration authorities, external agencies, and service providers.
- Support senior management in strategic CRM process enhancement initiatives.

Team Leadership - Lead and mentor CRM back-office team members.

- Drive performance management, capability building, and operational excellence within the team.
- Allocate responsibilities and ensure achievement of departmental objectives.

Technical Competencies

CRM Operations Management,Customer Lifecycle Management,Agreement & Registration Management,Collections Coordination

Qualifications and Experience

Educational Qualifications - MBA / PGDM in Marketing, Operations, Finance, Real Estate Management, or related discipline.

- Bachelor's degree in Business Administration, Commerce, Management, or equivalent field.

Experience - 8–12 years of experience in CRM Operations, Back Office Operations, Customer Service Operations, or Post-Sales Management.

- Minimum 3–5 years of experience in a supervisory or managerial role.
- Experience in the real estate industry is mandatory.
- Solid exposure to customer lifecycle management, documentation, collections coordination, registration, possession processes, and operational governance.

Lead – Back Office Operations

📌 Lead – Back Office Operations (Noida)
🏢 Adani Group
📍 Noida