Job Description

Role Summary: The Head -Residential will serve as the overall business leader for Prozone Palm, Nagpur, responsible for steering the project's revenue growth, customer experience, operational excellence, and delivery outcomes. This is a high-impact leadership role requiring strong command presence, disciplined execution, and exceptional stakeholder management.Preferred background includes a Hotel General Manager, Retired Armed Forces Officer or a Senior Real Estate Professional with deep experience in managing complex, customer-facing operations.Key Responsibilities :1. Business Leadership & Strategy- Provide end-to-end leadership for the residential project-sales, delivery, facilities, customer management, compliance, and local interface.- Develop and execute the annual business plan, revenue strategies, customer experience roadmap, and operational excellence metrics.- Act as the on-ground custodian of Prozone's brand standards, governance, and stakeholder expectations.2. Sales, Revenue & Market Strategy- Lead the complete sales function with an aggressive focus on revenue maximization and inventory liquidation.- Drive strategic partnerships, channel activation, corporate tie-ups, and HNI engagement.- Monitor market intelligence, competitor activity, and pricing strategy; reposition offerings as required.- Personally lead key negotiations and high-value closures.3. Customer Experience Leadership (CRM)- Own the entire customer lifecycle-from lead conversion to possession and beyond.- Establish a premium, hospitality-grade customer experience befitting a Prozone residential development.- Ensure zero slippage in documentation, agreements, milestone updates, and possession readiness.- Maintain high CSAT and low escalations through proactive communication and issue resolution.4. Project & Delivery Management- Oversee construction progress (working with central project & contractor teams) to ensure timely, quality-aligned delivery of units and common areas.- Review project schedules, track milestones, manage risk, and escalate critical delays.- Lead site readiness for handover, snag closure, quality inspections, and regulatory compliance.- Ensure alignment between project, sales, CRM, legal, and corporate teams.5. Facilities & Estate Management- Establish and manage all soft and hard services within the residential development.- Ensure a five-star-level estate environment-security, housekeeping, landscaping, utilities, vendor SLAs, emergency preparedness.- Build resident trust through transparency, discipline, and service quality.6. Legal, Statutory & Local Liaison- Be the primary face of the project with local authorities, municipal bodies, and government departments.- Ensure compliance across RERA, documentation, project approvals, and operational licenses.- Support legal processes related to agreements, registrations, and customer documentation.7. Team Leadership & Culture Building- Build and lead high-performance teams across sales, CRM, facilities, and project coordination.- Drive a culture of discipline, ownership, integrity, and service excellence.- Mentor and groom team members for future leadership roles.8. Administrative & Community Interface- Oversee day-to-day administration of the project office, staff discipline, SOP compliance, and resource utilization.- Act as the nodal representative of Prozone for all on-ground operational and administrative matters.- Liaise with the Residents' Welfare Association / Housing Society for all community, maintenance, and governance-related issues; ensure smooth transition of common areas post-handover.- Build a positive resident ecosystem through transparent communication, grievance redressal, and periodic engagement initiatives.9. Regulatory, Law & Order Coordination- Serve as the primary point of contact for coordination with local police, fire department, and civic authorities for safety, law & order, and compliance matters.- Handle liaison with lawyers and legal consultants for property-related issues, customer disputes, or regulatory documentation.- Maintain updated records of all licenses, NOCs, and statutory permissions required for operations, ensuring zero non-compliance.10. Governance, Safety & Risk Management- Implement safety and risk management protocols covering security, fire safety, and emergency response.- Ensure adherence to Prozone's governance framework, ethical standards, and audit requirements.- Review incident reports and coordinate with legal/police authorities for resolution where necessary.11. Public & Stakeholder Relations- Represent Prozone in local administrative forums, community associations, and official meetings with municipal/government bodies.- Maintain strong relationships with civic authorities, law enforcement, utility departments, and local influencers to safeguard company interests.Desired Profile- Experience: 15-25 years of leadership experience managing large teams, complex operations, and high-value customer environments.- Core Competencies:- P&L and business planning orientation- Strong leadership presence and command- Sales and negotiation excellence- Project and delivery management- Government liaison and compliance handling- High emotional intelligence, communication, and conflict management- Operational discipline and process governance- Proven experience in dealing with civic authorities, police departments, housing societies, and legal advisors.- Understanding of property documentation, RERA compliance, agreements, and coordination with lawyers.- Ability to build trust, manage resident associations, and drive satisfaction through transparent communication.- Capable of aligning sales, CRM, project, legal, and facility teams toward common project goals. (ref:updazz.com)

Skills Required