Jai Prasad
Pune
Summary
- Excellence in driving integrated operations management along with workforce planning, skill management, training & development with key focus on accomplishing top and bottom-line profitability within Real Estate Market
- Acknowledged for adding value to the efforts of the organization and drove organizational objectives by successfully implementing process flow & enhanced systems, improved customer experience for PAN India projects.
- Experience in delivering repeated success in structuring high-performing staff, streamlining processes, and implementing supporting technology to deliver sustained revenue and profit gains within highly competitive Real Estate Market.
- Skilled in identifying & implementing industry best practices, strategies and processes to support a best-in-class service experience; leveraged cross-functional skills for coordinating with various cross functional teams.
Overview
22
22
years of professional experience
Work History
Head – CRM & Operations (Sr. General Manager)
Solitaire Group (Classic Promoters Pvt Ltd.)
Pune
06.2023 - 12.2023
- Leading a team of 33 employees of CRM, Possession, MIS team, to enhance performance by setting up clear accountable performance measures
- Achieved registration of 400 Units, and collection of 400 cr in 6 months
- Integrated CTI, Case Management and DMS by analyzing and strategizing immediate requirement to streamline CRM Team operations and enhance Customer Experience
- Aligned existing team to achieve short term goals when the attrition was all time high and new hiring was freeze
Vice President – CRM & Operations
Property Pistol Reality Pvt. Ltd.
Navi Mumbai
09.2021 - 05.2023
- Strategically leading a team of 24 employees of Post Sales, Sales Support, Operations, Strategy team, Revenue Confirmation
- Driving monthly agreement registration of 400-450 Units, ensuring regular monitoring of project, progress and update the clients on the same
- Directing monthly invoicing & collections of around INR 12 Cr by analyzing and strategizing monthly sales data
- Established performance standards for staff members in order to drive productivity levels up.
- Enhancing First Call Resolution, acting as the endpoint of contact for customer escalations, and ensuring a high-quality customer experience.
- Introducing in-house developed new tools and technologies to better serve the customer, assisting clients with all queries pertaining to legal, agreement, registration, taxation, and banking.
- Meeting service levels by accurately forecasting monthly invoicing, scheduling for optimal staffing; collaborating with cross- functional business leaders.
- Accomplished reducing customer complaint by 95% in FY2022
Assistant Vice President – CRM
Avyay Corporate Pvt. Ltd.
Pune
02.2020 - 08.2021
- Established CRM department in the organization; ideated, conceptualized & implemented SOPs for CRM Departments and planned manpower for the entire function strategically
- Mentored a team of 11 people reporting which consists of 02 AGM, 03 Managers and 6 Executives
- Spearheaded entire post sales function from booking login to possession and post possession queries; managed around 4 projects in Pune ticket size ranging from 60lac to 1.5 cr
- Collaborated with upper management to create long-term business plans.
DGM – CRM & Sales (Residential Project)
Kalpataru Ltd.
Mumbai
03.2011 - 02.2020
- Managed projects in Mumbai, Pune, Lonavla, Hyderabad, Noida, Indore & Jodhpur; with highest collection target achieved of 125 Cr in one month
- Directed healthy customer pipelines & exhaustive database for 16 projects by leading a team of 5 Managers and 15 Executives in Customer Relationship Management vertical
- Recognized for achieving all time highest collection for Pune region in FY 17 – 18 and highest collection for Q1 FY 18 – 19
- Successfully completed possession of 2025 units over a period of 5 years from 2011 - 2016
- Acknowledged for Registering 3000 agreements in 9 years and spearheaded parking allotment for around 2750 units
- Headed structuring & implementation of Document Management System and 5S for Pune region
- Contributed as a member of Core Kaizen Team at Group Level; also actively led 6 society formations since 2012.; appeared in International Property Exhibition in Sales function
- Liaised and followed-up with HNI clients, in terms of payment schedule, negotiations and amendments/modifications if required with suggested recommendations for different housing schemes
- Devised and set quality standards for various operational areas, ensuring high quality customer experience while adhering to SLA’s and work processes
- Managed training and development of CRM Team on process flow and customer satisfaction; conducted regular society meetings to resolve customer queries related to properties
Relationship Manager
Aditya Birla Money Mart Limited
Pune
11.2010 - 02.2011
Relationship Manager
Kolte Patil Developers Ltd.
Pune
06.2008 - 08.2010
Assistant Manager
Colliers International Pvt. Ltd.
11.2007 - 06.2008
Executive – Sales
Lavasa Corporation Limited
Pune
05.2006 - 11.2007
Marketing Executive
Rachana Associates
10.2005 - 04.2006
Assistant Manager
Rohinton Mehta Constructions
Pune
05.2002 - 09.2005
Education
Senior Management Program -
Indian Institute of Management Nagpur
Nagpur08-2024
MDBA -
Institute of Management Development Research
Pune01.2008
EMBA -
Indian School of Management & Business Administration
Mumbai01.2007
Diploma in Engineering - Industrial Electronics -
P C Polytechnic
Pune01.1996
Skills
- Change Management
- Strategic Performance Management
- Workforce Management
- Pre & Post Sales
- Customer Relationship Management
- Business Process Enhancement
- Service/ Quality Assurance
- SLA management
- Real Estate Planning & Management
- Strategic Planning
- Process/Operational Excellence
Training
- Leadership Skills – IIM Ahmedabad
- Kaizen
- Strength Mentor based Mentoring
- Conceptual Selling by Miller Hymen
- Negotiation Skills
- GPS – IIT Powai
Profilesummary - Summary
- Excellence in driving integrated operations management along with workforce planning, skill management, training & development with key focus on accomplishing top and bottom-line profitability within Real Estate Market
- Acknowledged for adding value to the efforts of the organization and drove organizational objectives by successfully implementing process flow & enhanced systems, improved customer experience for PAN India projects located at Mumbai, Pune, Lonavla, Hyderabad, Noida, Indore and Jodhpur
- Experience in delivering repeated success in structuring high-performing staff, streamlining processes, and implementing supporting technology to deliver sustained revenue and profit gains within highly competitive Real Estate Market
- Highly skilled in setting strategic goals, building & analyzing business plans and enabling smooth progress of day-to-day customer relationship management in the real estate sector.
- Skilled in identifying & implementing industry best practices, strategies and processes to support a best-in-class service experience; leveraged cross-functional skills for coordinating with teams viz. Sales, Marketing Legal, Business Head, Design, Finance, RERA to achieve CRM targets and organizational goals.
- Built a culture and system that inspires the entire organization to become even more customer-centric in their efforts to support the customer needs by leveraging the customer insights generated from this team.
Hindi
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Head – CRM & Operations (Sr. General Manager)
Solitaire Group (Classic Promoters Pvt Ltd.)
06.2023 - 12.2023
Vice President – CRM & Operations
Property Pistol Reality Pvt. Ltd.
09.2021 - 05.2023
Assistant Vice President – CRM
Avyay Corporate Pvt. Ltd.
02.2020 - 08.2021
DGM – CRM & Sales (Residential Project)
Kalpataru Ltd.
03.2011 - 02.2020
Relationship Manager
Aditya Birla Money Mart Limited
11.2010 - 02.2011
Relationship Manager
Kolte Patil Developers Ltd.
06.2008 - 08.2010
Assistant Manager
Colliers International Pvt. Ltd.
11.2007 - 06.2008
Executive – Sales
Lavasa Corporation Limited
05.2006 - 11.2007
Marketing Executive
Rachana Associates
10.2005 - 04.2006
Assistant Manager
Rohinton Mehta Constructions
05.2002 - 09.2005
Senior Management Program -
Indian Institute of Management Nagpur
MDBA -
Institute of Management Development Research
EMBA -
Indian School of Management & Business Administration
Diploma in Engineering - Industrial Electronics -
P C Polytechnic
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