Assistant General Manager-Customer Care at Tata Realty and Infrastructure Limited

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care Operations, Complaint Management, Regulatory Compliance, RERA, Consumer Laws, Real Estate Processes, Stakeholder Management, Conflict Resolution, Decision Making, Analytical Ability, Process Driven Approach, Communication, Documentation, Escalation Handling, CRM, Team Leadership

Industry

Real Estate

Description

a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } Key Responsibilities Customer Experience & Complaint Governance * Lead end-to-end customer care and complaint management across the project lifecycle, including post-booking, construction, possession, and post-handover phases. * Establish a structured, transparent, and responsive complaint resolution framework aligned with internal policies and statutory requirements. * Track, analyze, and drive closure of customer complaints within defined TATs, ensuring consistency and fairness in resolutions. Process, Policy & Controls * Design, implement, and periodically review customer care SOPs, escalation matrices, and service-level benchmarks. * Ensure strict adherence to RERA, consumer protection laws, and internal governance standards. * Drive system-based complaint tracking (CRM) with clear audit trails, documentation, and reporting. Stakeholder & Cross-Functional Coordination * Act as the central interface between customers and internal teams including Projects, CRM, Legal, Sales, Billing, Finance, and Facility Management. * Work closely with Project and MEP teams to resolve technical and snag-related issues impacting customer satisfaction. * Coordinate with Legal teams on sensitive complaints, notices, and litigation-prone cases. Risk Management & Escalations * Proactively identify recurring complaint themes and systemic risks; recommend corrective and preventive actions. * Handle high-impact, escalated, and sensitive customer matters, including senior management and regulatory escalations. * Support leadership with response strategies for legal notices, RERA complaints, and consumer forum matters. Reporting, Analytics & Continuous Improvement * Prepare periodic MIS, dashboards, and leadership reports on complaint trends, resolution efficiency, root causes, and customer feedback. * Leverage customer insights to influence design improvements, execution quality, policies, and handover processes. * Drive continuous improvement initiatives to enhance customer satisfaction and reduce complaint inflow. Team Leadership & Capability Building * Lead and mentor customer care and complaint management teams across projects. * Set performance standards, KPIs, and service excellence benchmarks for the function. * Foster a customer-centric culture with high ownership, accountability, and empathy. Key Skills & Competencies * Strong expertise in customer care operations, complaint management, and regulatory compliance in real estate. * Sound understanding of RERA, consumer laws, and real estate sales and handover processes. * Strong stakeholder management, conflict resolution, and decision-making skills. * High analytical ability with a structured, process-driven approach. * Excellent communication, documentation, and escalation-handling skills.

Responsibilities

This role involves leading end-to-end customer care and complaint management across all project phases, establishing transparent resolution frameworks, and ensuring adherence to statutory requirements and internal policies. The manager will also act as the central interface between customers and various internal departments to resolve technical and sensitive issues.