Godrej Properties - Head - Post Possession - Facilities Management

Head - Post Possession - Facilities Management - GPL HO

Position Title: GM - Post Possession Facilities Management

Location: Vikhroli, HO

Reports to: Customer Centricity Head

Basic Purpose of the Position:

The incumbent is responsible for":

1) Post possession customer experience measured through NPS (Both episodic and Relationship)

2) Owning the critical processes

3) Strategic FM partner management with GLPL and others if any

4) Expert support to regions.

5) Drive Cross Functional initiative to improve handover and post possession experience using learnings from existing projects

Dimensions:

1. People related:

a) Will be influencing the zonal CC heads, Operations Heads, Regional Business Heads and CEOs

b) Will be driving Cross Functional initiatives with HO design, Operations teams

c) Will review the performance of GLPL and drive desired and mutually agreed performance levels

2. Financial:

The financial value of the FM strategic partnership contract for FY'20 is estimated to be around 30 Cr per Annum

3. Geography: PAN India

Role Responsibilities:

1. Post Possession Customer experience

- Strategize for post possession customer experience improvement

- Make FM partners including GLPL to drive NPS improvement

- Strategize Customer engagement

- Drive quality improvement Post Possession NPS

2. Critical Process Owner

- Snagging and acceptance / transition of flats and common amenities,

- Management of collection and expenses of Common Area Maintenance charges (CAM Charges),

- Society formation & Handover of entire responsibility including facilitating DOD to the residents' society.

3. Partner Management:

- Set the right SLA with Partners and establish right expectations from them and their teams

- Establish an effective governance system to monitor partner performance across projects.

- Drive digital mode of customer interaction management by partners

4. Quality

- Using insights from CQRA audit reports and MBR and QBR of GLPL etc. drive quality improvement

- Drive minimizing the Gap between "Promise Vs Delivery" at the time of hand over.

- Create interlock process to achieve timely and quality resolution from projects team for post possession issues

5. Expert support

- As an expert create processes which will prevent crisis

- In the event of any crisis , provide on ground support to regions to mitigate the same

- Spread learnings across projects.

Culture building

- Create customer centric culture amongst our FM teams and partners' team

- Create visibility for exceptional customer handlings by on ground teams

Position Specifications (Know-How, Skills and Knowledge for this position):

Qualification & experience:

Applicants should be Engineering Graduates (Mechanical/ Electrical) with around 12 - 15 years of relevant experience especially in managing handovers of residential projects.

Functional/ Technical competencies:

- Facility Management expertise

- Partner Management expertise

- Customer experience management skills

- Exposure to quality management

- Technical expertise to interact effectively with operations & Design team for Design and quality improvement

- Proven track of handling tough customer situations / customer activism

- Ability to visualize the desired post possession customer experience and to communicate and influence stake holders to get their buy-in.