Customer Relations Manager (After Sales)

About the Role: This role oversees the company's end-to-end after-sales operations, ensuring efficient billing, collections, documentation, loan processing, and customer support for property buyers. It is responsible for driving timely collections, maintaining accurate documentation, facilitating smooth loan take-outs and unit turnovers, and leading a team that delivers excellent customer service throughout the post-sale journey. Key Responsibilities: Billing & Collections Oversee daily billing and collection operations, including Statement of Account (SOA) issuance, payment monitoring, and official receipt processing. Monitor overdue accounts and implement effective collection strategies to improve payment performance. Negotiate payment arrangements with clients and ensure timely follow-ups. Prepare collection, aging, and performance reports with actionable insights for management. Ensure timely issuance of reminders, demand letters, and cancellation notices in accordance with company policies. Documentation & Loan Processing Ensure the completeness and accuracy of buyer documentation, including Contract to Sell (CTS), Deed of Absolute Sale (DOAS), loan take-outs, and titling requirements. Coordinate with banks, Sales, Treasury, and internal stakeholders to facilitate timely loan approvals and releases. Monitor documentation timelines and proactively resolve issues that may delay loan take-outs and cash collections. Maintain compliance with regulatory and company documentation requirements. Unit Turnover Coordination Ensure buyers have completed all documentary, payment, and financing requirements before unit turnover. Coordinate turnover schedules with project teams and Treasury to ensure readiness. Manage client communications throughout the turnover process and resolve concerns promptly to support customer satisfaction and minimize cancellations. Customer Care & Team Leadership Lead, coach, and develop the Accounts Management and Customer Care team to achieve collection targets, service levels, and operational KPIs. Handle escalated customer concerns related to billing, payments, documentation, and after-sales support. Collaborate with Sales, Marketing, Treasury, Legal, and Project teams to improve customer experience and operational efficiency. Identify opportunities to enhance billing, collections, documentation, and after-sales processes. Qualifications: Bachelor's degree in Accounting, Finance, Business Administration, or a related field. At least 5 years of experience in billing, collections, documentation, and after-sales operations within the real estate or property development industry . Minimum of 2 years of supervisory or managerial experience , leading a team of at least three direct reports. Proven experience handling: Billing and collections Loan take-outs Contract to Sell (CTS) Deed of Absolute Sale (DOAS) Bank financing coordination Strong understanding of collection strategies, account aging, and property documentation processes. Familiarity with Pag-IBIG financing, in-house financing, and bank accreditation processes is an advantage. Proficient in Microsoft Excel and accounting or ERP systems. Strong leadership, analytical, communication, stakeholder management, and problem-solving skills. Able to manage multiple priorities in a fast-paced, deadline-driven environment. Why This Role Matters This role plays a critical part in ensuring healthy cash flow, timely loan processing, accurate documentation, successful unit turnovers, and an exceptional after-sales experience for property buyers while leading a high-performing customer care and accounts management team. Work Setup: Onsite | Compressed Work Week (CWW), Flexi-time